Call Recording Storage
This guide explains how Vixiees manages call recording storage, including retention policies, access permissions, and regulatory compliance considerations.
Storage Architecture
Call recordings are stored in Amazon S3, a cloud storage service that guarantees high availability and durability. The storage flow is:
- The call is recorded via Twilio
- The audio file is automatically transferred to S3
- Metadata is logged in the Vixiees database
- A signed URL is generated for secure access
Recording Types
Full Recordings
- Start automatically when the call begins (if enabled)
- Include two channels: user and contact
- Linked to the corresponding call in the history
Partial Recordings
- Started manually during a call
- The user can assign a descriptive title
- Useful for capturing specific moments (confirmations, verbal agreements)
- Can be exported as part of contracts
Retention Policies
Account-Level Configuration
The default value is 6 months.
Automatic Deletion Process
- The system runs periodic processes to identify old recordings
- Recordings that exceed the retention period are deleted
- Recording metadata is retained in the database (date, duration, participants)
Deletion is irreversible. If you need to retain recordings for longer, contact support to adjust the retention policy.
Access Permissions
| Permission | Description | Who Needs It |
|---|---|---|
| View call recordings | Access to listen to recordings | Salespeople, supervisors |
| Manage recordings | Configure advanced options | Administrators |
Visibility
- Recordings are displayed in the contact's activity feed
- Also available in a dedicated "Recordings" tab in the contact profile
Playback and Download
In-App Playback
- The built-in player allows you to listen to recordings directly in Vixiees
- Available controls: play, pause, adjust volume
- Compatible with two-channel recordings (user and contact separately)
Downloading Recordings
- Recordings can be downloaded for external use
- Signed URLs are generated with an expiration time (1 hour by default)
- For CRM integrations, URLs have extended validity (2 months)
CRM Integrations
Recordings are automatically synchronized with integrated CRMs:
| CRM | Behavior |
|---|---|
| HubSpot | The recording URL is included in the call log |
| Pipedrive | A link to the recording is added in the activity notes |
URLs have extended validity for deferred access from the CRM.
GDPR and Compliance Considerations
Right to Be Forgotten
- When a contact requests data deletion, recording URLs are removed
- Metadata is retained for auditing (without access to audio)
- The HubSpot integration automatically detects privacy deletion events
Consent
- Recording consent is managed at the account level
- It is the company's responsibility to inform contacts about call recording
Security in Transit
- All communications use HTTPS
- Signed URLs prevent unauthorized access
- S3 access credentials are rotated periodically
Enabling/Disabling Call Recording
Navigation: Settings → Telephony → Call Recording
| Option | Description |
|---|---|
| Enable automatic recording | All calls are recorded by default |
| Allow manual recording | Users can start/stop recordings during the call |
| Retention period | Configure how many months recordings are retained |
Conclusion
Vixiees' recording system offers flexibility to capture, store, and access call records securely. The retention configuration allows balancing compliance needs with storage costs.
Relevant Scenarios
- Quality teams: Can review recordings for coaching and sales training
- Regulatory compliance: Recordings serve as evidence of verbal agreements
- Objection analysis: Identify patterns in unsuccessful calls to improve scripts
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