Decide when calls are recorded and transcribed

Voice calling now gives teams more control over how calls are handled. Recording and transcription can each be enabled or disabled independently at the inbox level.

This makes it easier to adapt voice calling to different workflows and compliance requirements. Teams can turn off recording where consent is required, keep recordings without generating transcripts, or enable both when they are useful.

Choose when calls are recorded

You can now control call recording at the inbox level with the Record calls setting.

Turn it off when recording is not appropriate for your workflow or when local consent requirements make recording impractical. Calls will continue to work normally, appear in the conversation, and show up on the Calls page — they simply will not have an audio recording attached.

Keep recordings without generating transcripts

The new Transcribe recordings setting lets you decide whether recorded calls should also be converted to text by Captain.

You can keep call recordings available as audio while disabling transcription entirely. This is useful when you want the original recording for review or quality purposes but do not need a transcript stored in the conversation.

The transcription setting only appears when recording is enabled. Voice notes are unaffected and continue to follow their existing transcription behavior.

If you turn transcription back on later, existing recordings can still be transcribed.

Configure it per inbox

Both settings are available in the calling configuration for the inbox:

• Voice for Twilio voice inboxes
• Calls for WhatsApp Cloud inboxes with calling enabled

Both settings are enabled by default, so existing inboxes continue recording and transcribing calls exactly as before. Transcription also continues to respect the account-level audio transcription setting.