Call recording (dialer)
Custral records calls placed or received through the dialer via a live media stream. That same stream powers live transcription and AI features, so a call that isn’t recorded also isn’t transcribed. Recordings and transcripts appear in the Conversation timeline.The recording policy
Set the workspace default in Settings → Phone & SMS → Recording. There are three modes:State-based recording
When the mode is Record based on caller state, Custral derives the state of the call party from their phone number (using Twilio’s location data when available, falling back to the area code). You choose:- Apply based on: Other party’s state (the customer) or Either party’s state (the stricter reading: trigger if your number’s state or the other party’s state requires all-party consent).
- In all-party-consent states: either Announce, then record (play a consent notice, then record; keeps transcription and AI working) or Don’t record (no audio is captured for those calls; transcription and AI are skipped too).
- All-party-consent states: the list of states the rule applies to. Defaults to the commonly-cited two-party states; edit as needed.
- Consent announcement: the spoken notice played before connecting when the action is Announce. On inbound calls the caller hears it; on outbound calls the called party hears it before the call is bridged.
Per-number override
A specific number can override the workspace policy. Edit the number under My Numbers and set Call recording to Use workspace default, Always record, or Never record. The override wins over the workspace default for that line.Retention
Recordings are retained according to your storage policy. Custral does not delete recordings on its own. You can add a workflow that deletes call recordings on a schedule (for example, 90 days after the call) so retention matches your policy.Transcription
Transcription rides on the recording stream: when a call is recorded it is transcribed automatically and the transcript appears alongside the recording in the timeline, with speaker labeling on by default. A call that the policy does not record is therefore not transcribed.Access
Recording playback follows the same permissions as the parent Conversation. Users without access to the Conversation cannot play the recording, even with a direct link.Meeting Assistant
The Meeting Assistant is a virtual bot that joins your video calls to record and transcribe them. It is configured separately from dialer call recording, in Settings → Meeting Assistant.The Meeting Assistant records video meetings (e.g. Zoom, Google Meet) by joining as a participant. Dialer call
recording (above) is a separate Twilio-backed feature. The two have independent settings.
Configuration
All options live on the General Settings tab. Edits are applied with the Save Preferences button at the bottom. They are not saved as you type. Core settingsCalendars to Auto-Record is disabled and shows “No calendars connected” when you have no calendars linked. Connect
a calendar first. See Calendar.
Media settings
Turning it on
1
Connect a calendar
Link the calendar whose meetings you want recorded. See Calendar.
2
Enable auto-record
Turn on Auto-record Meetings, and optionally restrict it under Calendars to Auto-Record.
3
Tune the filters
Set External Participants Only, Record Only If I Am Host, and your Trigger / Ignore Keywords so the bot
joins only the meetings you want.
4
Save
Click Save Preferences. New meetings matching your rules will be joined by the assistant.
Troubleshooting
Related
Calendar
Connect and manage the calendars the Meeting Assistant watches.