Call Recordings

Call recordings let your team listen back to phone and browser voice calls inside the same chat view where you already read transcripts. When Enable Audio Recording is turned on for the workspace, Gravity Rail stores the call audio securely and surfaces a waveform player on each eligible voice chat.

Transcripts are always saved for voice calls, whether or not audio recording is enabled. Recording adds the original audio on top of that transcript — useful for quality review, dispute resolution, and coaching — but it also means the audio can contain protected health information (PHI). Treat recordings with the same care as any other patient data in Gravity Rail.

Before You Can Play a Recording

See Phone for how to turn recording on and the HIPAA considerations at enable time.

Listen to a Recording

1. Open Chats and select a phone voice or web voice conversation.
2. In the right-hand chat details panel, scroll to the Call Recording section (below call status when present).
3. Expand Call Recording. The player loads only when you open this section — audio is not fetched until then.
4. Press Play on the waveform. Use the scrubber to jump to any point in the call.

While audio plays, messages in the main transcript appear in sync with the recording timeline — the same replay behavior used for call review. Pause or scrub backward if you need to re-hear a specific exchange.

What You Will See

Phone voicemail messages are separate — they appear under Phone Numbers → Voicemails, not in this chat player.

PHI and Compliance

Recorded call audio is PHI when the conversation includes patient or member health information. Gravity Rail protects it in several ways:

• Encryption at rest — audio is stored in encrypted object storage, not in the chat message body.
• Least-privilege access — only members who can read the chat can request playback; private manager chats stay owner-only.
• Audit logging — each time someone lists, streams, or downloads recording audio for a chat, Gravity Rail writes a security audit event keyed by chat ID (never by audio content).
• Lazy load — the player does not download audio until a reviewer expands Call Recording, which reduces accidental exposure.

Practices for Your Organisation

• Limit roles — grant chats:read (and related scopes) only to staff who need to review calls.
• Disclose recording — many states require two-party consent. Use your phone greeting or voice_require_consent so callers know the call may be recorded before PHI is discussed. See Voice for consent configuration.
• Retention — follow your organisation's policy for how long call audio should be kept. Gravity Rail stores recordings for operational playback; your compliance team owns retention and deletion procedures.
• No sharing outside the product — do not export recordings to unsecured channels (personal email, public drives, messaging apps). If you must share internally, use your organisation's approved secure process.

Troubleshooting

The Call Recording section does not appear

• Confirm Enable Audio Recording is on under workspace Phone settings.
• Confirm the chat channel is Phone Voice or Web Voice, not SMS or web text.
• Refresh the page after changing the workspace setting.

"No recording available" but the call happened

• Recording was disabled when the call took place (the setting applies to new calls after it is enabled).
• The call ended before audio could be finalized (abrupt disconnect, provider error).
• The member does not have access to this chat's recording (rare — usually a permissions issue on a shared inbox).

Playback stutters or fails to start

• Check network connectivity — audio streams from the API on demand.
• Very long calls may take a moment to buffer the waveform; wait for Loading recording… to finish.
• Try another browser if corporate extensions block media fetch.

Transcript and audio are out of sync

• Scrubbing far ahead then back can take a second to realign message visibility — pause and play from the desired timestamp.
• If a large portion of messages never appear during replay, the call may have missing timing metadata (e.g. partial capture). Use the static transcript and file a support ticket with the chat ID if review is blocked.

Tips

• Use recording for coaching, not surveillance. Pair playback with your QA rubric and note chat ID in internal tickets — never paste transcript text or describe PHI in external tools.
• Transcripts first, audio when needed. Most reviews do not require listening to raw audio; start with the transcript and summary, then open Call Recording only when tone or timing matters.
• Test after enabling. Place a short test call with synthetic data in dev or staging, then confirm the player appears before rolling out to production members.

Related

• Phone — Enable Audio Recording and voicemail detection.
• Voice — Voice stack, consent, transcripts, and troubleshooting.
• Phone & Voice — Phone numbers, work modes, and SMS.
• Chats — Chat states, channels, and the conversation UI.