Who can use this: Tech admin, Business admin
Available on: Gong Foundation, Gong Engage
Gong Dialer call recording settings determine whether calls are recorded automatically, recorded manually by the rep, recorded only on the rep side, or not recorded at all. You can configure a default recording method for your company and set different recording rules for specific countries or regions to comply with local recording consent requirements.
Recording settings are configured in Admin center > Dialer setup > Recording.
Recording methods
Gong supports four recording methods. You set a default for your company, and can override it for specific countries or area codes:
Manual: The rep can start recording at any point during the call by pressing Record. Recording does not begin automatically.
Automatic: Calls are recorded automatically from the start.
Rep-side only: Calls are recorded automatically, but only the rep's side of the conversation is captured.
Don't allow recording: The Record button is not shown and recording is not possible for calls matching this rule.
Set the default recording method
The default recording method applies to all calls unless overridden by a country or area code rule.
To set the default recording method:
From the left sidebar, click Admin center.
In the Settings tab, click Dialer setup under Gong Engage.
Click the Recording tab.
Select the recording method you want as the default for your company.
Assign recording methods for specific regions
Use regional recording rules when your team calls into countries or US states with specific consent requirements. When a rule is set for a region, it overrides the default recording method for calls to numbers in that region.
To add a recording rule for a country or region:
From the left sidebar, click Admin center.
In the Settings tab, click Dialer setup under Gong Engage.
Click the Recording tab.
Click + Add customization.
Select the country from the dropdown.
Select the recording method to apply for that country.
For the United States, you can set recording rules at the area code level rather than for the whole country:
In the Country dropdown, select United States (specific area codes).
Choose the recording method for those area codes.
Enter each 3-digit area code, separated by commas.
It is your company’s responsibility to understand and comply with call recording regulations in each country your team calls. Different countries have different regulations about recording consent.
What reps see during a call
When a rep opens the dialer, they see a disclaimer message that reflects the recording setting for that call:
Automatic recording: "Please remember to inform the person you're calling that this call is recorded."
Manual recording: "This call is not set to be recorded. Tap 'Record' at any time to start recording."
Rep-side only: "The recording will only include your side of the call."
Reps can pause or stop a recording during a call. After the call ends, only reps with permission to delete recorded calls can delete the recording.