Issue

If you’ve disabled call recording in the Twilio Flex Console but are still seeing unexpected call recordings, especially with the source “Conference”, you’re not alone. This article explains why this can happen, how Twilio Flex and Programmable Voice interact, and what steps you can take to ensure recordings only occur when you want them to.

Product

Flex

Environment

legacy Twilio Console

Cause

Understanding Call Recording Controls in Twilio Flex

Twilio Flex provides a setting in the Console (Flex → Channel Management → Voice → Call Recording) to enable or disable automatic call recording for agent calls. When you set call_recording_enabled: false, Flex should stop automatically recording new calls.

However, Twilio’s underlying Programmable Voice and Conference APIs can also control recording behavior. This means that, in some cases, recordings may still be created even after disabling the Flex setting.

Common Reasons for Unexpected Recordings

1. Conference Recordings Triggered by Other Sources

• API Calls: If your application or integrations use the StartCallRecording API or create conferences with the record parameter set to true, recordings may still be generated.
• TwiML or Studio Flows: If you use TwiML <Conference> verbs or Studio flows that specify recording, these settings override the Flex Console flag.
• Custom Plugins or Code: Flex plugins or custom code using the Actions Framework can programmatically start recordings.

2. Configuration Propagation and Agent Sessions

• Changes made in the Flex Console may not take effect for agents who are already logged in. The new settings are applied when the agent’s access token is refreshed (i.e., after logging out and back in).

3. Legacy or Cached Settings

• Enabling call recording in Flex may set a flag at the conference level. Disabling it should clear this, but in rare cases, a cached or residual setting may persist until all agents refresh their sessions.

How to Ensure Only Explicit Recordings Occur

To guarantee that recordings are only created when you explicitly trigger them (e.g., via the StartCallRecording API):

1. Disable Call Recording in Flex Console

• Go to Flex → Channel Management → Voice → Call Recording and set recording to “Disabled.”

2. Log Out and Back In

• Have all agents log out of Flex and log back in. This ensures their access tokens reflect the latest configuration.

3. Review All Call Flows

• Check for any Twilio Functions, Studio flows, or API calls that might create conferences with recording enabled.
• Ensure the record parameter is not set to true unless you intend to record.

4. Check for Custom Code or Plugins

• Review any Flex plugins or custom integrations that might start recordings programmatically.

5. Test and Monitor

• Place test calls after making changes and confirm that no recordings are created unless explicitly started via the API.

Resolution

If you still see unexpected recordings after following the above steps:

• Gather recent Call SIDs or Conference SIDs where recordings were created unexpectedly.
• Confirm that no TwiML, Studio, or API logic is starting recordings.
• Ensure all agents have refreshed their sessions.
• If the issue persists, contact Twilio Support with the relevant SIDs and a description of your configuration.

Additional Information 

• The Flex Console setting controls automatic call recording for Flex-initiated calls, but other Twilio services or custom logic can override this.
• Always log out and back in after changing recording settings to ensure changes take effect.
• Review all parts of your call flow for explicit recording triggers.
• Use the StartCallRecording API only when you want to record.

By following these steps, you can ensure that call recordings in Twilio Flex occur only when you intend them to.