Call recording
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Nov 1, 2021 |
Business value
Customer service agents typically need to review phone calls with customers. Call recording allows agents to record phone calls between agents and customers. This helps the organization to revisit the interaction to better understand the customer's issues in their own words and increase the possibility of resolving the customer's problems or questions. Call recordings are also helpful for training scenarios where an organization wants to share examples of great customer interactions among the team.
Feature details
When a phone conversation begins between a customer and an agent, the agent will have the option to record the phone call. The agent can pause and resume the recording at any time, which can help prevent irrelevant or sensitive information from being recorded.
Call recordings are stored natively in Dynamics 365, and are related to conversations, cases, and customers. Additionally, call recordings can be used with call transcription, which can help make it easier for agents to search through conversations and retrieve details.