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Call recording and tracking gives you valuable insight into every customer interaction. By analyzing call data, you can identify areas of improvement, track your sales team’s performance, and increase conversion rates. Call recordings also serve as a powerful training tool for new team members.
Call tracking and recording article

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Why this matters

64% of inbound calls to small businesses go unanswered daily. Call tracking tells you exactly how many calls you are missing, who is answering them, and how long conversations last. With recording enabled, you get a library of real conversations for training, quality control, and continuous improvement.

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How to set up call tracking and recording

1

Navigate to Phone Number settings

Go to Settings > Phone Numbers and click on the phone number you want to configure.
Phone number settings
2

Enable call recording

In the phone number settings, toggle Call Recording to on. All inbound and outbound calls made through this number will be recorded automatically going forward.
Recording laws vary by state and country. Some jurisdictions require all parties be notified before a call is recorded. Review the applicable laws in your location before enabling this feature.
3

Enable whisper messages (optional)

A whisper message plays to you before connecting an incoming forwarded call — the caller cannot hear it. It tells you the source of the call so you can answer with the right context.Toggle Whisper Message on and enter the message text you want to hear before each call connects.
Whisper message configuration
4

View call reporting

Go to Reporting > Call Reporting to view a full log of all calls:
  • Total calls answered, missed, and sent to voicemail
  • Average call duration
  • Which team member handled each call
  • The phone number used for each call
Call reporting dashboard
5

Review call recordings

In the Conversations area or the Call Log, click on any logged call to access its recording. Listen back to review the conversation for quality assurance or team training.
6

Follow up on missed calls

Enable the Missed Call Text Back feature under Settings > Business Info to automatically send a text message when a call goes unanswered. This ensures no lead is ever lost due to a missed call.
Pair the missed call text back with a workflow that collects additional information or books an appointment automatically.

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Key points

Call tracking logs all incoming and outgoing calls with details including the contact, phone number used, assigned team member, call duration, and outcome (answered, missed, or voicemail).
Whisper messages play only to you before a forwarded call connects — the caller never hears them. Use them to identify which campaign or number the caller came from so you can greet them appropriately.
Recording laws vary by state and country. Some jurisdictions require that all parties be notified before a call is recorded. Review the applicable laws for your location before enabling this feature.
Call recordings are an excellent resource for coaching your sales team. Identify winning techniques from top performers and use real recorded examples in onboarding materials for new hires.

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Key benefits

Real-time call tracking and recordings help coach your team and improve closing rates.
Every call is logged without manual effort, saving time and keeping records accurate.
Record calls to review customer interactions and ensure team members meet your standards.
The missed call text back ensures every unanswered call results in an automatic follow-up message.
Access a complete record of all call activity — caller, number, duration, and outcome.
Last modified on March 8, 2026