Call Recording: Pause & Resume Controls
Written by Cameron Willemsen
Updated at June 9th, 2026
Table of Contents
This article is now maintained here. Please refer to this and the ExpertConnect Knowledge Base for the latest content.
Overview
The Pause & Resume feature allows Advisors to temporarily stop and restart call recording during an active call. This option is available only when call recording is enabled at the company level. Once a call successfully connects between the Advisor and the Customer and recording has begun, the pause/resume controls are displayed in the call interface.
This functionality is supported on both the Web and Mobile applications.
Due to compliance requirements, pause call recording is enabled by default in Region 2. In all other regions, this feature is managed by the dealership, giving admins and managers full control over its availability.
Pause Call Recording Control
Company (Admin) Level
Admins can enable or disable Pause Call Recording from Company Settings in the Admin web dashboard.
This setting acts as the master control for the dealership.
If Pause Call Recording is disabled at the company level, it cannot be enabled for any teams.
Team Level
When Pause Call Recording is enabled at the company level, Primary and Manager users can control Pause Call Recording for individual teams.
This setting is available under:
Manage → Team → VoiceHub → Call Settings
How It Works
Recording Indicator
- When a call is actively being recorded, a visible “REC” indicator appears in the call interface.
- When recording is paused, the indicator disappears—signaling that the call is no longer being recorded.
WEB:
MOBILE APP:
Pausing & Resuming
- Advisors can pause and resume the recording multiple times during the same call.
- Any portion of the call where recording was paused will be automatically removed from the final audio file saved to the ticket.
WEB:
MOBILE APP:
Important Notes
While ExpertConnect now provides full dealer control over Pause Call Recording, dealerships are responsible for proper usage, training, and compliance.
Dealers should ensure employees are clearly trained on the following:
When recording must be paused
Including situations involving, but not limited to:
- Credit or debit card numbers
- Bank account information
- Internal or otherwise sensitive conversations
When recording should be resumed
After sensitive information has been shared and it is appropriate to continue recording.
Compliance responsibilities
- Applicable legal and regulatory requirements
- Internal dealership policies and procedures
Pause Call Recording is designed to support compliance and customer trust. Effective use depends on clear dealership policies, consistent training, and proper execution by dealership staff.