Call Recording & Voicemail

Every connected call is recorded. Every missed call becomes a voicemail. Both are one click away from the caller's contact record.

TL;DR

• What it is — the recording layer for every conversation on Lodgestory Voice, plus the voicemail boxes that capture audio when nobody picks up.
• Who it's for — compliance officers needing evidence, QA and training leads reviewing calls, agents revisiting a conversation, and managers triaging after-hours messages.
• Top outcome — every call has a recording available within seconds of hangup, every missed business-hours call lands in a triaged inbox, and nothing gets lost.

At a glance

How to find it

Voicemail box configuration: Settings → Calling → [your account] → Voicemail Boxes
Direct URL: /crm/settings/calling/{accountId}/voicemail

Voicemail inbox: Settings → Calling → [your account] → Voicemail Inbox
Direct URL: /crm/settings/calling/{accountId}/voicemail-inbox

Call recordings: CRM → Calls → click any call row → Recording panel in the detail drawer.
Direct URL: /crm/calls — recordings appear inline on each call.

📸 [SCREENSHOT: recording-nav.png — Settings sidebar with Voicemail Boxes and Voicemail Inbox outlined]

What is Call Recording & Voicemail?

The problem it solves

A phone system without recordings is a black box. Agents say one thing, customers remember another, and you have nothing to play back when a dispute shows up weeks later. A phone system without voicemail loses every after-hours lead — the caller hangs up and you never know they tried. And if you operate in a regulated environment (DoT mandates in India, PCI-DSS for payment IVRs, data-protection retention requirements), both recording and voicemail aren't optional.

Lodgestory Voice handles this end-to-end. Every connected call is recorded automatically — no toggle, no opt-in, no forgetting. Every phone number can have a voicemail fallback for after-hours or overflow. Every recording and voicemail attaches to the caller's contact record in the CRM so you'll find it weeks later when you need it.

What you get

• Every connected call is recorded automatically. The moment a call answers, recording begins; the moment it ends, the file is finalized and made available.
• One-click playback from anywhere in the CRM. Open the Calls workspace, find the call, click play. The audio streams inline.
• Region-aware storage. Calls handled in India are recorded and stored in India; calls in the US stay in the US. No cross-region transfer of call audio.
• Voicemail boxes attach to any phone number, voice menu key, or department failover. Each box has its own greeting, max duration, and silence threshold.
• Voicemail inbox for your team — a triaged list of every captured message with play, mark-as-listened, and delete.
• Pocket dials filtered. Recordings under 3 seconds are dropped automatically so the inbox stays clean.
• Custom greetings — upload audio for a human-recorded greeting, or type text for a text-to-speech version.
• Per-box silence and duration controls — sales, support, and after-hours each get their own cut-off rules.
• Attach to contact records. Recordings and voicemails land on the caller's contact timeline alongside the rest of your conversation history.
• Role-scoped access. Agents see recordings and voicemails they're entitled to; managers see the whole account.

How it's different

• Single recording per call. One file captures both sides of the conversation, regardless of provider. No stitching, no separate files.
• No third-party recording vendor in the path. Your recordings live in Lodgestory's secure storage, not a separate call-recording-as-a-service vendor with its own retention contract and sub-processor agreement.
• Voicemail in your inbox within seconds of hangup. End-to-end (hangup to inbox row) is typically under 30 seconds.
• Per-box tuning. A Tata Tele account has one global voicemail; Lodgestory lets every box have its own greeting, silence rules, and duration.
• Unified across providers. Recordings from Tata Tele, SignalWire, Airtel MSIP, or Lodgestory Voice first-party all play inside the same CRM panel. Your team doesn't know or care which carrier captured the audio.

Customer scenarios

1. "The customer says we never quoted that price." The manager opens the deal's CRM chat, scrolls to the call panel, finds the call from three weeks ago, and plays the recording. The quote is confirmed in 90 seconds.
2. "After-hours lead came in over the weekend." Monday morning a team member opens the Voicemail Inbox and sees seven new messages with caller numbers, durations, and timestamps. They play each one, mark them as listened, and create follow-ups for the leads worth pursuing.
3. "Auditor requests 90 days of recordings." The compliance team uses the export tools to pull the recordings for the date range. Everything lives in Lodgestory's storage — no third-party vendor to coordinate with.
4. "Agent did something the customer loved — share it with the team." Manager opens the call, plays the recording, and shares the timestamped clip in the team chat as a coaching example.

How it fits with Lodgestory

• Calls workspace — inline playback on every call row.
• Contact timeline — recordings and voicemails attach to the caller's contact.
• Tickets — a call can spawn a ticket; the ticket carries the recording link.
• Outbound Campaigns — every campaign call is recorded for QA.
• Bot journeys — a new voicemail can auto-create a ticket so after-hours leads don't languish.

Core concepts

📸 [SCREENSHOT: voicemail-box-anatomy.png — annotated voicemail edit dialog with greeting, max duration, silence threshold, and active toggle]

Quick Start — five minutes to your first voicemail box

Step 1 — Navigate to Voicemail Boxes

Settings → Calling → [your account] → Voicemail Boxes.

📸 [SCREENSHOT: vmbox-qs-1-list.png — empty voicemail boxes list with "+ New" button]

Step 2 — Click + New Voicemail Box

A dialog opens with the fields you need.

Step 3 — Name and configure the box

• Name: Sales — After Hours
• Greeting Text: "You've reached Acme Villas Sales. We're closed for the day; please leave a message and we'll call you back tomorrow morning." Or upload a human-recorded audio file through the media picker.
• Max Duration: 120 seconds (default).
• Silence Threshold: 5 seconds (default).

📸 [SCREENSHOT: vmbox-qs-3-filled.png — new box dialog with values entered]

Click Save. The box appears in the list with an Active badge.

Step 4 — Route a phone number to the box

Open Settings → Calling → [your account] → Phone Numbers, click your after-hours number, change the routing type to Voicemail, and pick the box you just created.

📸 [SCREENSHOT: vmbox-qs-4-route.png — phone number editor with voicemail routing selected]

Step 5 — Test

Dial the number from your personal phone, wait for the greeting, leave a 10-second message, hang up. Within a few seconds the message appears in Voicemail Inbox with status New.

📸 [SCREENSHOT: vmbox-qs-5-inbox.png — inbox row with caller number, duration, play button, and New badge]

How it works

• Every connected call is recorded automatically from the moment it answers. Both sides of the conversation are captured in a single audio file.
• On hangup, the recording is finalized and attached to the caller's contact record.
• The file is stored securely in Lodgestory's cloud storage — in the right region for your call.
• For voicemail: when a phone number routes to a voicemail box (either directly, as a failover from a department, or via a voice menu key), Lodgestory plays the greeting, records the message, and inserts a row in the Voicemail Inbox.
• Messages shorter than 3 seconds are dropped as likely pocket dials.
• Recordings and voicemails are retrievable from the CRM for the full retention window of your plan.

Recording is on by default for every call; there's no per-call toggle to forget.

Features in depth

Voicemail Boxes — list, create, edit, delete

Where: /crm/settings/calling/{accountId}/voicemail

Each box has a name, a greeting source, max duration, silence threshold, and an active flag. The list shows all boxes with their current configuration.

To create a box:

1. Click + New Voicemail Box.
2. Enter a Name.
3. Choose a greeting source — either upload an audio file via the media picker, or type text and let the system speak it. Or leave both blank; callers hear the default "Please leave a message after the beep."
4. Set Max Duration (default 120 seconds).
5. Set Silence Threshold (default 5 seconds).
6. Save.

📸 [SCREENSHOT: vmbox-edit.png — box edit dialog with all fields]

Options summary:

Tips:

• If you want a "we're closed, not taking voicemail" message instead of an actual voicemail capture, route the number to a "hangup message" type instead of a voicemail box.
• Greeting audio transcoding is automatic. Upload any common audio format; the media library converts it to voice-ready quality. Uploading through the media library is the reliable path.

Voicemail Inbox — list, play, mark, delete

Where: /crm/settings/calling/{accountId}/voicemail-inbox

Every captured message across every box on this account lives here. Default order: newest first. Default filter: hides Deleted, shows New and Listened. Each row shows caller number, mailbox name, duration, timestamp, status badge, and a play button.

Using the inbox:

1. Play a message — click the play button. The audio streams inline. The status automatically flips from New to Listened on first play.
2. Stop playback — click the same button (now a stop icon).
3. Mark as Listened manually — click the double-check icon to triage without playing.
4. Delete a message — click the trash icon. The row is removed from the list.
5. Filter by status — dropdown with All, New, Listened, and Deleted.

📸 [SCREENSHOT: vmbox-inbox.png — voicemail inbox with several messages, play buttons, and status badges]

Tips:

• "Recording not available" next to a row means the audio couldn't be saved to storage for that message (rare). The record of the message still exists for audit; contact support if this happens regularly.
• Delete is permanent for the row but the underlying audio has its own retention schedule. For compliance use cases, delete sparingly and rely on the retention window instead.
• Transcription is not available today. Playback only.

Call Recording playback inside the Calls workspace

Where: /crm/calls → click any call row → Recording panel inside the call detail drawer.

For every call where recording is available, the panel shows a play button. Click it to stream the audio inline. Right-click the play button to download the file if your browser exposes that option.

📸 [SCREENSHOT: call-detail-recording.png — call detail drawer with Recording panel expanded and play button]

Tips:

• First play on some recordings has a small delay while the file is fetched; subsequent clicks are instant.
• Direct-linking a recording URL outside the app won't work — playback requires an authenticated session to protect the audio from public access.

Mid-call recording

Every connected call is recorded in full, automatically. There's no in-call toggle today; recording runs as a default policy so nothing is accidentally lost. If you have a use case that requires suppressing recording for specific calls (e.g., a legally privileged conversation), contact support — we can discuss the right policy for your account.

Region-aware storage

Calls handled in India are recorded and stored in India; calls in the US stay in the US. This is automatic and requires no configuration on your end. For multi-region deployments, your recordings stay in-region for the call that created them.

Media library integration

Voicemail greetings are picked from the same media library that hosts hold music, voice menu prompts, and other audio. Upload once, use anywhere. The library handles audio transcoding so your file is ready for telephony quality regardless of its source format.

Roles & permissions

Connections

End-to-end workflows

Workflow 1 — After-hours lead capture. A caller dials your sales number at 9:30 PM. The time condition routes them to the after-hours voicemail box. They hear your greeting, leave a 45-second pitch, and hang up. Within seconds the message appears in your Voicemail Inbox with status New. A bot journey automatically creates a ticket with the caller's number, duration, and a play link. Monday morning a team member picks up the ticket and returns the call.

flowchart LR
    A[After-hours call] --> B[Time condition: closed]
    B --> C[Voicemail box]
    C --> D[Message captured]
    D --> E[Inbox row: New]
    E --> F[Bot journey]
    F --> G[Ticket auto-created]
    G --> H[Team member follows up]

Workflow 2 — QA-driven coaching. A manager opens Reports → Calls for last week, filters by a specific agent and a minimum talk duration, and exports a list of 50 calls. They open each one in the Calls workspace, play the recording, score against a rubric, and use the scores to pick training topics.

Workflow 3 — Compliance retrieval. An auditor requests recordings for a date range. The compliance team pulls the recordings directly from Lodgestory's storage via the export tools — no third-party vendor touched the audio.

Workflow 4 — Voicemail to ticket to follow-up call. A voicemail arrives. A bot journey creates a ticket. The assigned agent opens the ticket, clicks Call Back, click-to-calls the voicemail's caller, and the follow-up call is recorded and attached to the same contact timeline as the original voicemail. Single thread, full audit.

Upstream and downstream

Limits a user will run into

Errors & FAQ

Why isn't my call being recorded?
Recording is on by default for every connected call. If you can't find a recording for a specific call, it may have hung up before connecting (a ring that wasn't answered has nothing to record). If the call connected and you still can't find the recording, contact support with the call time and caller number.

Why does a recording sometimes take a minute to appear?
For most providers, recordings are ready within a few seconds of hangup. A small number of providers finalize recordings through their own pipeline, which can occasionally add a minute. If you click play before the file is ready, wait a moment and try again.

Can I re-record or edit a voicemail message?
No. Voicemails are immutable once captured. The caller can call back and leave a new message.

Are recordings encrypted?
Yes. Recordings are encrypted at rest in Lodgestory's cloud storage. For specific compliance scopes, ask support about additional encryption options.

Can one agent hear another agent's recording?
No. The Calls workspace scopes recordings by role — users see the calls they were on or that their team owns. Voicemails are scoped to the mailboxes the user's team owns.

Why is the greeting silent on the first call after uploading a new file?
Fresh audio files occasionally take a few seconds to propagate. Wait 30 seconds and try again.

Does deleting a voicemail box delete its messages?
Yes. Removing a box removes its message history. Keep this in mind when rearranging boxes — prefer renaming over deleting if you have messages to preserve.

What happens to recordings when I switch providers?
Recordings made while a provider was connected remain accessible for the plan's retention window. New recordings use the new provider's path but appear in the same CRM panel.

How do I export recordings for a compliance audit?
Contact support with the date range and any filters (agent, number, department). We'll assemble an export for you and deliver it securely.

Troubleshooting

API & Developer Hooks

Partner API access to call recordings and voicemails is available on request. Typical use cases:

• Pulling the recording URL for a specific call log entry.
• Listing voicemail messages filtered by status or mailbox.
• Updating a message's status (mark as listened, mark as deleted).

Contact [email protected] for API credentials and documentation.

Changelog

• Apr 2026 — General availability with automatic recording on every connected call, per-box voicemail configuration, region-aware storage, and unified playback across all supported providers.
• Mar 2026 — Voicemail inbox with status filtering, mark-as-listened, and triaged delete.
• Feb 2026 — Pocket-dial guard added — voicemails under 3 seconds are dropped so the inbox stays clean.

Related modules

• Departments — "failover to voicemail" as part of a department's plan.
• Voice Menus — a menu key can drop to a voicemail box.
• Outbound Campaigns — every campaign call is recorded.
• Telephony Providers — provider-agnostic recording and voicemail handling.
• Calls workspace — the agent-facing playback UI.
• Voice product hub — the overall picture.