Recordings and transcripts are not enabled by default.

Both require specific configuration before they appear on calls.

If you see calls in your activity log with no recording or transcript, one of the reasons below is the cause.

No recording

1. The Record action is not in the call flow

Recording is added as an action inside a call flow.

If the call flow assigned to that tracking number does not include a Record action, calls are not recorded.

• Go to Tracking > Call Flows.
• Open the call flow linked to the tracking number.
• Check whether a Record action appears in the flow.
• If it does not, click + and add Record from the Add-ons menu.

Detailed Guide: How to enable a call recording

2. The call was not answered

Recording starts when a call connects.

Missed calls, unanswered calls, and calls that went to voicemail before connecting to a live agent do not produce a recording.

3. The caller opted out

If your call flow includes the option for callers to stop the recording, and the caller chose to do so, no audio is stored.

Detailed Guide: How to allow customers to stop call recordings

4. The call was too short

Very short calls, typically under a few seconds, may not produce a usable recording even if the Record action is present.

5. Phone number redaction is enabled

If phone number redaction is active in your DNI advanced settings, call recordings may also be suppressed depending on your configuration.

Check Tracking > Tracking Code under Advanced Settings.

No transcript

1. No transcription workflow is active

Transcripts are generated by a workflow action, not automatically.

A workflow with the Transcribe Call action must be enabled and triggered on the relevant calls.

• Go to Workflows.
• Check whether a workflow with a Transcribe Call action exists and is enabled.
• If not, create one.

Detailed Guide: AI call transcriptions: how to activate transcriptions and summaries

2. The call has no recording

• Transcription requires an audio recording to process.
• If there is no recording on a call, there can be no transcript.
• Resolve the recording issue first.

3. The call predates your transcription workflow

• Transcriptions are not retroactive.
• The workflow only applies to calls that occur after it is enabled.
• Calls made before the workflow was active will not have transcripts.

4. The workflow filters excluded this call

If your transcription workflow includes filters, e.g. only transcribing calls longer than 60 seconds, or only calls with a specific tag, calls that do not meet those conditions will not be transcribed.

• Open the workflow in Workflows.
• Review the filter conditions and confirm the call in question meets all of them.

5. Transcription is still processing

Transcription runs after the call ends and may take a few minutes to complete.

If the call ended very recently, wait a few minutes and refresh the call detail panel.

🎉 Once recording and transcription are correctly configured, all qualifying future calls will include both automatically.

Detailed Guide: How to enable a call recording

Detailed Guide: AI call transcriptions: how to activate transcriptions and summaries

Detailed Guide: How to set up your first workflow

Updated on: 05/05/2026