How Do I Record and Monitor Calls in Salesforce?
You record and monitor calls in Salesforce with a CTI that saves each recording to the related record and gives supervisors live monitoring. Managers can listen silently, whisper to the agent or barge into the call, and review recordings, transcripts and AI summaries later, with access controlled by Salesforce permissions.
How it works in Salesforce
A recording and monitoring setup usually covers:
- Recording: calls recorded automatically, with the recording linked to the call log on the record.
- Consent: a recording notice in the greeting or IVR, and on outbound calls.
- Live monitoring: supervisors see calls in progress and can listen, whisper or barge.
- Review: playback, transcripts, AI summaries and sentiment for quality reviews and coaching.
- Access and retention: Salesforce permissions decide who can play recordings, and a retention period decides how long they're kept.
- Privacy: number masking where customer numbers shouldn't be visible to agents.
Example
A quality manager filters last week's calls with negative sentiment, plays two recordings from the Case records, and uses them in the team's next coaching session.
How 360 CTI handles it
360 CTI records calls, links recordings to Salesforce activity records, and supports live monitoring, whisper, barge, AI summaries and number masking. See AI Call Monitoring and Salesforce Call Recording.
Related questions
Follow-up questions
Where are call recordings stored?
It depends on the provider. Ask where recordings live and how they link to Salesforce records.
Can we record only some calls?
Usually yes. Recording can be set by team, direction or call type.
Who can listen to recordings?
Whoever your Salesforce permissions allow. Limit access to the people who need it.
See how 360 CTI handles this in your Salesforce org.