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Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users, automatically | - | Jun 2025 |
Business value
This solution enhances compliance by preventing the inadvertent recording of sensitive customer information, addressing regulatory concerns for industries handling payments and Protected Health Information (PHI). By providing an intuitive mechanism for pausing and resuming recordings, it minimizes operational risks and improves customer trust. The web link integration ensures ease of adoption with minimal workflow disruption, empowering agents to securely process transactions while maintaining compliance. Ultimately, this feature strengthens customer relationships and mitigates legal and regulatory risks.
Feature details
Many industries, including healthcare and finance, require strict compliance with regulations that protect sensitive customer information, such as payment details and Protected Health Information. Contact centers and customer service operations must ensure that this data is neither recorded nor transcribed—while still maintaining seamless customer interactions.
The Pause and Resume Recording and Transcription API enables businesses to temporarily stop and restart call recordings and transcriptions, providing a compliant and secure way to manage sensitive interactions. This ensures adherence to industry regulations while preserving customer trust and operational efficiency.
The Pause and Resume Recording and Transcription API provides the following key capabilities:
- API-based controls: Programmatically pause and resume call recordings and transcriptions.
- Web link integration: Allow agents to manage recording and transcription settings directly within their workflows.
- Visual notifications: Provide real-time visual alerts to agents when recording or transcription is paused or resumed.
- Regulatory compliance: Support legal and industry requirements for handling sensitive data.
- Operational efficiency: Minimize compliance risks without disrupting customer service operations.
By leveraging this API, businesses can ensure secure and compliant interactions, enhance customer trust, and streamline agent workflows, all while mitigating legal and regulatory risks.