07-08-2020 04:31 PM - edited 07-29-2022 01:54 PM
If you use Invoca to drive phone calls to many different locations or lines of business, managing recordings of your phone calls can become more difficult. Different locations can have conflicting privacy standards regarding recordings, making it difficult to include all of your lines of business in the same Invoca campaign. That's why Invoca includes an option to only record some phone calls — following a criteria of your choosing — to help you only record phone calls in areas that fit with your needs and goals.
Rather than having to create many different Invoca Campaigns and Tags to cater to varying privacy and compliance laws, this option can help you capture some or most of your phone call recordings while maintaining a simpler, more manageable Invoca account setup.
Please reach out to your Invoca Customer Service Manager or Core Success Manager if you have questions about how this feature might affect your Signals. Once enabled, this feature will not impact your Invoca account's call usage fee in your billing.
Once your customer success rep has enabled conditional call recording in your Invoca account, access your call treatment for your Invoca campaign you'd like to selectively record. In the call recording section of your call treatment, you'll see a new drop-down menu. Select the option "Yes – On Condition" to access your call recording condition builder.
In the right side of your Condition Builder menu, you'll see a list of factors you can include and combine to build the exact condition for recording your phone calls. You can choose from the following conditions:
You can choose any of the above factors to build your call recording, or combine several conditions together. If you do combine more than one condition,, check the and/or drop-down menu for each condition to specify whether you want Invoca to check for each condition independently or require your phone call to satisfy every condition to record your phone calls.
When you're finished, click Save.
In addition to the builder menu described above, you can also also manually write your own call recording conditions using our Text editor view. This is especially useful if you are familiar with writing expressions, and allows for slightly more granular and nested conditions. Here's how:
Use the following operators below to create manual expressions:
You can find more instructions and examples for writing your own call recording expressions in our Signal Builder guide.
If a call does not meet the criteria and is not recorded, does the "this call will be recorded" message still play for non-recorded calls? Or does it only play for calls that meet the criteria and are recorded?
Hi @john_mcgill We were able to test this and the end result is if the call conditions for recording are not met then the message will not play. We were able to accomplish that by creating a marketing data field for call recording enable and then checking a condition in the call treatment. See the screenshot for reference.