---
title: "Call Logs and Recordings"
slug: "call-logs-and-recordings"
tags: ["Call Recording"]
updated: 2026-09-08T12:10:32Z
published: 2026-09-08T12:10:32Z
canonical: "docs.natterbox.com/call-logs-and-recordings"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Logs and Recordings

In the tab 'Call Logs and Recordings' you can search and listen to call recordings.

![Call logs interface showing date range, user selection, and search options.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/10.-call-logs-and-recordings-image-ybdo3uzf(1).png)

- Here you can filter by date range, Natterbox User or a specific phone number.
- If the call recording has a voice recording you will see this icon: ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/10.-call-logs-and-recordings-image-o2e5iurv.png?sv=2026-02-06&spr=https&st=2026-09-08T11%3A56%3A41Z&se=2026-09-08T12%3A07%3A41Z&sr=c&sp=r&sig=lJll5SQ5xAmV3jLs5WYyO0I0Yo9Eq5Lu%2FwaPkHjC80c%3D) and clicking on it will launch the player so you can listen to the recording and/or download it if needed.
- If the icon is grayed out, then you don’t have recording access and this will need to be assigned by a Natterbox administrator.
- Some recordings will have two ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/10.-call-logs-and-recordings-image-wf1f5tau.png?sv=2026-02-06&spr=https&st=2026-09-08T11%3A56%3A41Z&se=2026-09-08T12%3A07%3A41Z&sr=c&sp=r&sig=lJll5SQ5xAmV3jLs5WYyO0I0Yo9Eq5Lu%2FwaPkHjC80c%3D) icons, this is related to the different legs of the call (see reporting for further clarification)
- Call recordings are stored in AWS and are in .wav format and saved in 16bit and 16kHz.
- If a call recording is greyed out, you either don't have access or that part of the call is not recorded. In order to grant recording access permissions, see [Recording Access](/v1/docs/recording-access) on the [Admin Home](/v1/docs/admin-home) tab. To make sure the call is being recording, see the [Record & Analyse app](/v1/docs/record-and-analyse-app) in the routing policies section.
- Recordings can also be retrieved from the call reports and listened to directly from this page. It is not necessary to use Call Logs and Recordings if you are working off reports. Use the From/To Recording fields.

---

### FAQs

#### How can I delete a call recording?

If you want to delete a call recording, please [see this article](/v1/docs/how-to-request-call-recording-deletion).

#### Is there a limit to how many calls are kept?

No, there are no limits to the amount of calls that are kept but the duration is limited to the recording retention policy you have purchased. Please check with your Natterbox account manager to see how long your calls are retained by Natterbox (if they are stored in our S3 bucket and not your own). You will also need to ensure the correct ‘Archiving Policy to be used’ is selected in the [Record & Analyse apps](/v1/docs/record-and-analyse-app) in your routing policies.

#### Why is the call recording button grey?

The call was either not recorded or you do not have permissions to access the recording. Ensure you have a record [licence](/v1/docs/license-management) and have been [granted recording access](/v1/docs/recording-access).

## Related

- [Recording Access](/recording-access.md)
- [Record and Analyse App](/record-and-analyse-app.md)
- [How to request call recording deletions](/how-to-request-call-recording-deletion.md)