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We have just released call recordings for Gorgias' native phone integration. Now you can record, review, and download calls that you make in the helpdesk to ensure the quality of your voice support and level up your team.

Recording phone conversations is useful because: 

  1. You can use the recordings to help coach your agents on what they’re doing well or where they can improve in their customer support skills. 

  2. You can review the calls to ensure your store maintains the high quality of support you’re known for. 

  3. You can re-listen to a conversation to make sure you never miss a detail. 

What you need to know before recording calls

Please read all applicable laws for your area to ensure that you are in compliance with their regulations on call recordings.

In particular, please note that by enabling call recordings, you are indicating that you have received end-user and agent consent and pausing the call recording before collecting payment information.

Once you’re ready, there are two ways to record calls in Gorgias. 

The first is that you can record calls automatically, either inbound, outbound, or both. You can toggle automatic call recordings on/off in your integration settings. 

The second is that you can start or stop recording at any time during a phone conversation. You’ll see a new button to do this while you’re talking to a customer. 


Once a call is recorded, it’ll be stored for six months. During that time, you’ll be able to listen to it or download it from the ticket, giving you the flexibility to re-use the recording for whatever you need! 

If you haven’t set up a phone number through Gorgias yet, customers with current Pro plans and above can get started by going to Settings > Integrations > Phone. 

For step-by-step instructions, follow this guide.

Once you’ve had a chance to try it out, please let us know what you think by chatting us via the chat icon on the bottom right of the Gorgias web app or emailing us at support@gorgias.com.