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Call Recording with Twilio Flex

Although Call Recording is not enabled in Flex by default, users have a number of options for adding and customizing call recording features. This guide gives examples of how users can enable call recording for all calls or enable on-demand recording using the programmability features of the Flex UI.

Notice: Links to call recordings will automatically be appended to a task’s attributes. Any applications that consume the TaskRouter event feed have visibility into these task attributes, including the URL for any call recordings.

Enable Call Recording for Inbound Calls

The Flex Settings section of the Twilio Console provides the ability to Enable Call Recording for all calls.


Notice: After Call Recording has been enabled within the Twilio Console, agents that are currently logged into Flex will be required to refresh their browser for call recording to take effect on future calls.

Enable Call Recording using Programmability

If you are customizing Flex via a plugin that relies on the call recording functionality, use the following example to enable it programmatically with the Actions Framework provided by the Flex UI.

flex.Actions.addListener("beforeAcceptTask", (payload) => {
payload.conferenceOptions.record = 'true';
payload.conferenceOptions.recordingStatusCallback = '';

This example tells Flex to modify the conferenceOptions before a task is accepted.

  • ...conferenceOptions.record = 'true' tells Flex to record the conference call.
  • ...conferenceOptions.recordingStatusCallback = '...' tells Flex to reach out to the url provided when the call recording file has been processed, and is available

For further guidance on how to add this using a plugin, please see Creating Plugins for Twilio Flex.

Start and Stop Recording

Using the Recording REST API, you can begin, pause, and stop recording a call at any time with a simple API request. For more information on controlling call recordings, please see Getting Started with Call Recording Controls.

View, Download, and Delete Call Recordings

Call recordings are accessible via the Recordings Log section of the Console, and the REST API. You can see a list of your recordings, download them, and delete them from either of these resources. Recording files are kept in Twilio’s cloud storage until you delete them.

For more information, please see Downloading and Deleting Twilio Call Recordings

Legal Implications of Call Recording

If you choose to record calls, you need to comply with certain laws and regulations, including those regarding obtaining consent to record (such as California’s Invasion of Privacy Act and similar laws in other jurisdictions). Additional information on the legal implications of call recording can be found here.

Notice: Twilio recommends that you consult your legal counsel to make sure that you are complying with all applicable laws in connection with communications you record or store using Twilio.

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