CallHippo gives admins a flexible way to manage who can access call recordings, helping you maintain privacy, security, and compliance across your organization. By default, all users in the account can listen to call recordings, but you can restrict this to selected team members such as managers or supervisors using the Call Recording Rights feature.
This article walks you through how to enable and configure call recording permissions for specific users in your CallHippo account.
How to enable and assign call recording rights to specific users
- Log in to your CallHippo dashboard.
- Click on the Settings option at the top of the dashboard.
- Click on the Access Controls option, select Agent Access Controls at the top, and scroll down to the Call Recording Rights option.
- Click on the toggle to enable the feature.
- Select the role and name of the user, then click Apply to confirm the changes.
- You will see confirmation messages for the changes in green.
- Now, only the users listed will be able to access call recordings. Any users not listed will not have access to call recordings.
Important points to remember
- By default, all users in your account can access and listen to call recordings.
- When the Call Recording Rights feature is enabled, only selected users will have access to recordings.
- You can assign recording rights to individual users across different roles.
- Please note that recording rights cannot be assigned to a team.
- Once the Call Recording Rights toggle is enabled, call recording links will no longer be sent to integration call logs.
Frequently asked questions
Q: Why can’t I see any call recordings in my account?
A: If the Call Recording Rights feature is turned on, only selected users can see recordings. You might not be on the allowed list.
Q: Can users give themselves access to recordings?
A: No, only Admins and Owners can manage call recording rights.
Q: What’s the default setting if I don’t change anything?
A: By default, all users in your account can listen to call recordings unless the admin restricts access.
Q: I can’t access the call recordings, even though the call recording feature is enabled for the number. What should I do?
A: If call recordings are enabled but you can’t access them, it’s possible your admin has turned on the Call Recording Rights feature and hasn’t given you access yet. Please contact your admin to check.
Q: How do I allow an agent to listen to and download their own call recordings from their login?
A: To allow an agent to access their call recordings, you need to enable the Call Recording Rights feature from the CallHippo dashboard and specifically assign recording rights to that agent. Once this is done, they will be able to log in and listen to or download their own call recordings.
Q: Have you given them call recording access only? I don’t want to give them call report downloading access.
A: Yes, you can do that. Call recording access and call report download access are separate features. You can enable call recording rights for the user without giving them access to download call reports.
Q: I am not able to see my voicemail recordings. It says I don’t have access.
A: If you’re seeing an access issue for voicemail recordings, it’s likely that the Call Recording Rights feature is turned on and you haven’t been granted access by your admin. Please contact your admin to request access.
We hope this helps. If you still have questions, feel free to reach out at [email protected].