Call Recording Settings per User and Team
Thursday, July 16, 2026
What it is
Admins can now configure call recording at the individual user or team level instead of one account-wide setting. In your calling settings you can record all calls, inbound only, outbound only, or customize recording per direction, phone number, or user.
Why it matters
Recording requirements vary by role and by customer type. One blanket setting forces the wrong default on somebody: either a team that should not be recording has to remember to turn it off every call, or a team that should be recording has to remember to turn it on, and people forget in both directions. Per-user and per-team controls let admins put the right default on the right people.
The Take
Rylee Powell
Anything that gets more levers to pull, I am a fan of.
We have had real instances where a CX team did not want recording on by default because their clients sit in a highly scrutinized legal space, and the only option was clunky: leave it on portal-wide and make them turn it off every single call. The defaults problem cuts both ways. If recording is opt-in and you have to ask people to turn it on, people will fail to turn it on. If it is always on, someone's prospect sees a recording notice before the rep has said a word, and that is a strange experience nobody chose.
This fixes the actual problem: one team opted in by default, another team opted out but able to enable when they choose. Anything that gets more levers to pull, I am a fan of. It does add administrative burden to go configure all of this correctly, but recording rules are exactly the kind of thing worth configuring correctly.
Watch Us Discuss This
The full segment from the show, us working through this update start to finish.
FAQ
Who gets it?
Sales Hub and Service Hub customers on Starter, Professional, and Enterprise. It is in public beta.
Where do I set it up?
In your calling settings under call configurations. You can set recording direction portal-wide and customize per direction, number, user, or team.
Can one team record while another does not?
Yes. That is the point: a team can be opted in by default while another team is opted out, with the ability to enable recording when they choose.
Produced by Value-First Media