Enable Participant Recording action

Use this action to provide callers the option of allowing Genesys Cloud to record the inbound call. Genesys Cloud does not begin recording prior to the caller’s consent. Running this action in a flow that has already enabled participant recording does not invoke error handling. 

When designing your flow, consider that this action only enables participant recording. Architect does not include an action to disable participant recording, so you cannot turn off the feature later. Enable Participant Recording action does not include input or output data and is not a terminating action. This action does not record the participant–it only enables the ability to process recording rules you set elsewhere in your organization. After the caller agrees to recording, configure the flow to transfer the call to a queue in which recording is enabled.

Before you use this action, ensure that the trunk hosting the calls is configured to allow line recording and to obtain customer consent prior to recording. For more information, see Enable policy-based recording.

If station-side recording is also enabled at the phone settings of the internal participant in an inbound call, Genesys Cloud does not begin that recording until this action is executed. However, for outbound calls and also for conference calls, the system ignores the recording consent setting in the trunk for station-side recordings and allows the station to begin recording as the participant joins the call regardless of whether this action has been executed or not.