new
Call recording and transcripts for WhatsApp
Every WhatsApp call your team makes or takes can now be recorded and written up automatically. The audio sits in the conversation next to your messages, with a transcript beside it showing who said what. Nothing said on a call gets lost again.
> 🎙️ Turn it on once for a number, and every call on it is captured from then on. Your caller hears a short announcement first, so consent is built in.
What's new
🎧 The call, saved where you work
- Audio in the conversation:Finished calls show up in Conversations as a recording you can play, right alongside that customer's messages. Anyone who picks up the account later can hear what was actually agreed.
- Skim instead of relisten:Play, scrub and speed up, so reviewing a call takes a fraction of the time it took to have it.
📝 A written record of every call
- Who said what:Transcripts separate your team from the customer, so you can scan a call in seconds instead of listening end to end.
- Searchable history:Text is findable in a way audio never is, which turns your call history into something the whole team can actually use.
- Works in the language spoken:The language of the call is picked up automatically, so your transcripts work across your markets.
✅ Consent, handled
- Your caller is told first:Before anything is recorded, callers hear a short announcement explaining that the call is being recorded and why. Recording starts only after it finishes.
- In your customer's language:Choose the language the announcement is spoken in, including Spanish, Portuguese, French, German, Italian, Dutch, Hindi, Kannada, Telugu and Vietnamese.
- In your words:Set the reason your callers hear, so it matches how your business actually works.
Where this pays off
- Agencies:Every client call is on the record, so scope conversations do not turn into "that is not what we agreed" three months later, and a new account manager can get up to speed by reading rather than asking.
- Real estate:What a buyer actually wants, and what was said about a property, is captured instead of living in one agent's notebook. Covering for a colleague stops meaning starting from zero.
- Home services and trades:The quote given over the phone is written down. When the invoice is questioned, there is something to point at.
- Clinics and appointment-based businesses:Front desk calls get a record, so rescheduling, instructions and follow-ups are not reconstructed from memory.
- Recruitment:Screening calls can be shared with a hiring manager as text, so the shortlist conversation happens off real answers rather than a summary.
- Any team that coaches:Managers can review what good actually sounds like and train from real calls instead of secondhand accounts.
How to turn it on
- Go to Settings → Communications → WhatsApp.
- Open the Callingtab.
- Select the number you want to set up.
- Under Recording and transcription, tickRecord calls,Transcribe calls, or both.
- Set the reason callers will hear, and the language it is spoken in.
- Click Save.
Why this matters for your business
Calls are where the real commitments get made, and until now they were the one channel that left nothing behind. A price quoted, a scope agreed, a promise made to a customer: none of it existed anywhere once the call ended. This turns calls from the least accountable part of your operation into the most reviewable one.
- Settle disagreements with a recordinstead of two conflicting memories
- Train your team on real calls, not on how people remember them going
- Stay present with the customerrather than typing notes while they talk
- Hand accounts over without losing context, because it is all in the thread
- Show that consent was given, in the customer's own language
- Turn calls into something the whole team can search, not a black hole between messages
Open Settings → Communications → WhatsApp → Calling, pick your busiest number, and switch both on.
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Recording and transcription are free to use at the moment. Both may become chargeable in future by Meta.*Resources