If your business talks to customers on the phone, recording calls can save your neck—or at least a lot of headaches. But it’s not just about hitting “record.” You need to keep those recordings safe, private, and accessible only to the right people. This guide is for anyone using Justcall who wants to record and store customer calls without creating a security mess or breaking the law.
Let’s walk through how to set this up, what to watch out for, and what’s worth your time.
1. Decide What (and Why) to Record
Before you start recording everything and hoping for the best, stop and ask: should you? Not every conversation needs to be kept. Here’s why that matters:
- Privacy laws: Some places require both parties to agree to recording. Ignoring that can get you sued.
- Storage costs: More recordings = more data = more money.
- Security: Each extra recording is one more thing that could leak.
Pro tip: Be clear about your goals. Are you recording for training, compliance, or dispute resolution? Don’t record “just in case”—that’s a recipe for trouble.
2. Set Up Call Recording in Justcall
Justcall makes it easy to record calls, but “easy” doesn’t mean “automatically safe or legal.” Here’s how to get started:
a) Enable Call Recording
- Log in to your Justcall dashboard.
- Go to Phone Numbers and pick the number you want to set up.
- Click on Settings (the gear icon).
- Find the Call Recording option and toggle it on for incoming, outgoing, or both.
- (Optional but smart) Set up a recording disclaimer—this plays a message to callers that the call’s being recorded.
Heads up: If you’re recording outbound calls, make sure your team knows when and how to get verbal consent if required.
b) Choose Which Calls to Record
Don’t just flip the switch for everyone. Justcall lets you:
- Record all calls (easy, but risky)
- Record manually (agents hit “record” as needed)
- Set up rules (e.g., record sales but not support)
Manual recording is safer for compliance, but some teams find it clunky. Test what works for your workflow.
3. Store Recordings Securely
Here’s where things get real. If your call recordings are just sitting on someone’s laptop or in a random cloud folder, you’re asking for trouble.
a) Where Does Justcall Store the Files?
By default, Justcall stores recordings in their cloud, linked to each call in your dashboard. This means:
- No local files on agents’ devices (good)
- Access is managed by Justcall’s permissions system
But don’t assume that’s bulletproof. Check:
- Who has access to recordings in your Justcall account? Remove anyone who doesn’t need it.
- How long are you keeping recordings? Set retention policies.
b) Backups and Exporting
If you want to keep your own copies:
- Go to the Call Logs section.
- Find the call (use filters).
- Click the download icon to save the recording.
Warning: Only download recordings to secure company devices, not personal laptops or email attachments. Treat these files like any sensitive customer data.
4. Control Access and Permissions
Most data leaks happen because someone had access they shouldn’t have. Don’t make that mistake.
- Review user roles in Justcall: Only admins or managers should be able to access call recordings.
- Don’t share recordings over email or chat: Use secure links or share access within Justcall.
- Audit regularly: Set a reminder to check who can see what.
Pro tip: If you have a high turnover or lots of agents, automate user offboarding so ex-employees lose access immediately.
5. Stay Legal (and Respect Privacy)
This is where a lot of companies get tripped up. Recording laws are a patchwork depending on where you and your customers are.
a) Know Your Laws
- One-party consent states/countries: Only one person (you or your agent) needs to know.
- Two-party (or all-party) consent: Everyone on the call must agree.
If you’re not sure, default to telling people they’re being recorded. Better safe than sorry.
b) Use Disclaimers and Verbal Notices
Set up Justcall’s automatic disclaimer, or train agents to say:
“Just so you know, this call may be recorded for quality and training purposes.”
c) Deletion Requests
If a customer asks for their recording to be deleted, take it seriously. Have a process for:
- Finding the call fast (use Justcall’s search tools)
- Deleting the recording and confirming to the customer
6. Integrate With Other Tools (Carefully)
Justcall can push call recordings into CRMs, helpdesks, or cloud storage. This can be handy, but every integration is another way data could leak.
- Only connect tools your team actually uses.
- Check security settings on the other side (e.g., who can access recordings in your CRM?)
- Turn off integrations you don’t need.
Pro tip: For most small teams, keeping everything inside Justcall is safer than spreading recordings across a dozen apps.
7. Monitor, Audit, Repeat
Set it and forget it? Not a good idea. Even if you trust your team, mistakes happen and attackers look for the easy path.
- Check audit logs: Who accessed or downloaded recordings?
- Update permissions: When someone changes roles or leaves, update access the same day.
- Test your policies: Try downloading a recording as a regular user. If you can do it and shouldn’t, fix your settings.
What to Ignore (and What to Watch Out For)
Ignore:
- Shiny “AI compliance” features that promise to solve all your privacy headaches. Most just add complexity.
- Recording everything by default “just in case.” You’ll end up storing more risk than value.
Watch out for:
- Old recordings piling up—the longer you keep them, the bigger the risk.
- Weak passwords or shared logins—these are the easiest way for someone to get in.
Keep It Simple (and Safe)
Recording calls in Justcall isn’t complicated once you know what actually matters: only record what you need, keep access tight, and don’t overthink it. Set a calendar reminder to review your settings every quarter. That way, you’ll avoid most of the messes other companies stumble into.
Don’t chase after fancy features—get the basics right, and you’ll be ahead of the pack.