Call recordings

Every connected call handled by a voice agent is recorded as a single stitched audio file that reconstructs the full conversation in real time. Recordings are available from Monitor → Agent Analytics → Call Logs: open a call’s details and use the audio player at the bottom of the transcript.

How recordings are built

As the call progresses, the audio the agent plays and the audio it receives are captured separately and stitched onto a shared timeline. The result is one continuous WAV file covering the whole call, including any overlap where the user and the agent speak at the same time.

Recordings are dual-channel (stereo): the user is recorded on the left channel and the agent on the right channel. Each speaker stays isolated on their own channel instead of being mixed together.

Why dual-channel

1. No clipping on overlap. Mono mixes the two speakers together, so simultaneous speech is summed and can distort. Stereo keeps each speaker on its own channel.
2. Easier listening. Pan the audio to hear only the user or only the agent.
3. Better downstream processing. Speaker-isolated channels improve transcription and analytics accuracy on recordings.

Recording metadata

When a recording is produced, a StitchedAudioCompleted event is logged with the audio’s duration, channels, and sample_rate. Dual-channel recordings additionally include a channel_layout field:

{
  "channel_layout": {
    "left": "user",
    "right": "agent"
  }
}

Notes

• Recording requires stitched audio to be enabled (enable_stitched_audio is on by default).
• The sample rate of the recording follows the audio provider; telephony audio is kept at the legacy 11.025 kHz rate.
• For how long recordings are kept before deletion, see Data retention.