How to configure call recording and compliance announcements

  • Updated on Jan 29, 2026
  • Published on Jan 15, 2026
  • 3 minute(s) read
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This guide walks administrators through the essential steps of configuring call recording within a Natterbox Policy. You will learn how to enable the recording feature and insert a "Speak" component to ensure your organization remains compliant by notifying callers that the conversation is being recorded.

Inbound Scenario Overview:

Step 1: The Compliance Notification (Speak Component)

  • Place a "Speak" component at the very beginning of the policy or wherever recording is initiated.

  • Configure the component to play a message notifying the caller that the conversation is being recorded.

  • Example Phrase: "This call may be recorded for quality assurance and training purposes".

  • Example Voice: Use "English (GB) Thomas-AI" for a standard professional tone.

  • You can find a full detailed breakdown of the Speak App Here: Speak App

This call may be recorded for quality assurance and training purposes.

Step 2: The Recording Configuration (Record and Analyse Component)

  • Insert the "Record and Analyse" component immediately after the notification message.

  • Recording Leg: Set this to "Both" to ensure both the caller and the agent are captured in the audio file.

  • Start Recording: Select "On Connect" so that the recording begins the moment an agent answers the call.

  • Recording Pause allowed & Recording Stop allowed: “Checked” as this will give the agents the ability to pause or stop the recording if required.

  • You can find a full detailed breakdown of the Record and Analyse App Here: Record and Analyse App

Step 3: Call Routing (Call Queue Component)

  • Direct the flow to a "Call Queue" component to route the call to the appropriate group, such as "Sales".

  • The recording will officially trigger once the agent in that queue answers the incoming call.

  • You can find a full detailed breakdown on the Call Queue app here: Call Queue App

Outbound Scenario Overview:

This setup below provides guidance on how to enable a “Screening” option in the outbound policy to always play a message to the person you are calling that the call is being recorded for quality and coaching purposes.

Important Note regarding Outbound Calls with this setup:

When this configuration is active, agents will hear silence at the start of every outbound call while the message plays to the called party. This may feel like "dead air," but the call is active.

  • Do not hang up: The call has not disconnected.

  • Wait: Normal two-way audio will connect automatically once the message finishes playing.

Step 1:

Navigate to the outbound Routing Policy “Outbound Calls” and add a new component “Record and Analyze” to begin recording the outbound call when the call is connected

  • Insert the "Record and Analyse" component immediately in the beginning of the policy.

  • Recording Leg: Set this to "Both" to ensure both the called party and the agent are captured in the audio file.

  • Start Recording: Select "On Connect" so that the recording begins the moment the customer answers the call.

  • You can find a full detailed breakdown of the Record and Analyse App Here: Record and Analyse App

Step 2:

To ensure the voice messages stay consistent throughout your routing policies you can configure a custom voice that will be used to relay your recording compliance message. In this example we have chosen: English (GB): Kate.

  • Insert “Manage Properties” App

  • Property: From the dropdown menu select “Default Voice”

  • Value: From the dropdown menu select “English (GB): Kate”

  • You can find a full detailed breakdown on the Manage Properties app here: Manage Properties App

Step 3:

Next within the “Connect a Call” component leave all the default configuration the same. We will just want to enable a single option “Screen”. This will play a message to the called customer that plays at the begining of the call and once complete begins the call as normal.

  • Within the default “Connect a call” component navigate to the “Screen” tab and check the box for “Enable Call Screening”

  • Next you will want to configure an announcement that will be played to the customer or person you are calling. For this scenario we have the message “This call is being recorded for quality and coaching purposes.”

  • For the purpose of this scenario we will leave the “Accept Key” to “No Acknowledgement” - This will make it so the called party does not have to make an input to begin the call, The announcement will simply play and then the call will connect.

  • Leave “Maximum Response time (seconds)” to the default 1 value - This is not required as we do not require an input (Accept key)

  • Leave “Announcement Repeat” to the default 1 value - This will ensure the message is only played once.