Twilio's REST API allows users to start, pause, resume, and stop a call recording on the fly. Combined with Flex's modular Plugins system, users can add UI buttons for each of these controls. This solution is great for contact center use cases that require agents to collect sensitive information such as credit card details or social security numbers over the phone.
For a full build walkthrough, see our Twilio Flex Solutions Library article Pause and Resume Call Recording.
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 with your legal counsel to make sure that you are complying with all applicable laws in connection with communications you record or store using Twilio.
- Call Recording and Voicemail with Twilio Flex
- Getting Started with Call Recording Controls
- Downloading and Deleting Twilio Call Recordings