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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.

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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.
2

Enable call recording

In the phone number settings, toggle Call Recording to on. All inbound and outbound calls made through this number will now be recorded automatically.
3

Enable whisper messages (optional)

A whisper message plays to you (the recipient) before connecting an incoming forwarded call. It tells you the source of the call — for example, “Incoming call from your HoopAI business line.”Toggle Whisper Message on and enter the message text you want to hear before each call connects.
4

View call reporting

Go to Reporting > Call Reporting (or the Calls section under Conversations) to view a full log of all calls. You can see:
  • Total calls answered, missed, and sent to voicemail
  • Call duration averages
  • Which team member handled each call
  • The phone number used
5

Review call recordings

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

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Key points

Call tracking logs all incoming and outgoing calls with details including the contact, the phone number used, the assigned team member, call duration, and outcome (answered, missed, or voicemail).
Whisper messages play only to you before a forwarded call connects — the caller cannot hear them. Use them to identify which campaign or number the caller came from so you can greet them with the right context.
Recording laws vary by state and country. Some jurisdictions require that all parties be notified before a call is recorded. Review the applicable laws in your location before enabling this feature.
Call recordings are an excellent resource for coaching your sales team. Identify winning sales techniques from top performers and use recorded examples in onboarding materials for new hires.

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Key benefits

  • Sales training: Use real-time call tracking and recordings to coach your team and improve closing rates.
  • Automatic call logging: Every call is logged without manual effort, saving time and keeping records accurate.
  • Quality assurance: Record calls to review customer interactions and ensure team members are meeting standards.
  • Missed call follow-up: The missed call text back feature ensures every unanswered call results in an automatic follow-up.
  • Detailed call logs: Access a complete record of all call activity, including caller, number, duration, and outcome.
Last modified on March 4, 2026