Groove is pleased to offer customers the ability to record calls made through Groove’s OmniDialer. Whether you’re in sales or customer experience, you know that recording conversations with prospects and clients in accordance with governmental regulations can be very useful to track your performance, receive coaching from your managers, and to learn from your teammates.
**Note** Call recording can be enabled by your Groove admin by following the instructions here.
If your manager has disabled the option for you, hovering over the call recording toggle will give you a message that you need to get it enabled
If your manager has enforced call recording you will not have the option to turn it off.
How Does Call Recording work?
If your manager or Admin has made call recording optional for you, you will have the ability to turn it on and off as you please. However, do keep in mind that some states and countries that you are calling in to have two-party consent laws, which means that both parties on the phone call must be aware that the call is being recorded.
In the case where you are calling into a two-party consent state or country, you can toggle the recording on or off depending on if you get verbal consent from the other party!
Where can I view Call Recordings?
You can view your call recordings in the Analytics page in Groove by clicking the hamburger menu icon on the Calls Tab. You can also view call recordings and the URL that are logged back to Salesforce on the call task.
States and countries that have two-party consent laws:
California, Connecticut, Florida, Hawaii, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania, Washington
Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territorie, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan, Yukon, Non-Geographic, Other Canada Area codes: ‘600’, ‘622’
Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, CzechRepublic, Denmark, Estonia, Finland, France, Gibraltar, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, PolandPortugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom