By default, call recordings capture the conversation between your AI receptionist and the caller. When a call is transferred, the recording stops.
With post-transfer call recording, you can keep recording the entire call, including the conversation that happens after the handoff. This is useful for quality assurance, compliance, training, or making sure important details from the transferred conversation are captured.
How to set it up
1. Open your transfer rules
Go to Agent > Transfer calls in your Upfirst dashboard.
2. Edit or create a transfer rule
Click on an existing transfer rule to edit it, or create a new one.
3. Select full call recording
Under Call recording, choose Full call. This tells Upfirst to continue recording after the call is transferred.
4. Save your changes
Click Save to apply the new recording setting.
Things to know
Full call records the AI conversation and the post-transfer conversation in one recording.
The default setting records only the AI portion of the call. You need to opt in to full call recording per transfer rule.
Recordings are available in your call log and can be downloaded or sent via Zapier.
If voicemail detection is enabled and the call routes back to your receptionist, the full call is still recorded in one file.