Call Recording: Pause & Resume Controls
Written by Cameron Willemsen
Updated at March 11th, 2026
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.
Automatic feature enablement is determined by compliance requirements:
Region 2: Pause call recording is enabled for all dealers.
US & Canada: Pause call recording is enabled only for dealers with payments turned on, due to compliance requirements.
Note: If this feature is not currently enabled, your account Admin can submit a support ticket to request that this feature be enabled.
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:
Common Use Cases
The pause/resume feature is especially useful when the conversation includes content that should not be recorded. Examples include:
Sharing sensitive customer information
(e.g., credit card numbers, personal identification details)
Internal discussions
(e.g., HR‑related topics, escalations, or advisor-to-advisor conversations)