--- title: "Record and Analyse App" slug: "record-and-analyse-app" tags: ["AI Advisor", "Call Recording", "Record and Analyse App", "Record and Analyze", "Routing Policy"] updated: 2026-08-28T13:35:16Z published: 2026-08-28T13:35:16Z canonical: "docs.natterbox.com/record-and-analyse-app" --- > ## 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. # Record and Analyse App The Record and Analyse app records calls within a routing policy and, when Natterbox AI is licensed, configures AI Advisor analysis on those calls. It combines call recording and AI configuration in a single app, and replaces the legacy Record a Call app. > [!WARNING] > 📒 Note: > > *To change the length call recordings are stored for, you will need to reach out to your Natterbox account manager. It cannot be changed from the routing policies.* | Available in the Call Policy? | Available in the Data Analytics Policy? | Available in the Digital Policy? | Available in the System Policy? | | --- | --- | --- | --- | | ✔ | ✖ | ✖ | ✔ | ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(524).png?sv=2026-02-06&spr=https&st=2026-10-12T07%3A00%3A55Z&se=2026-10-12T08%3A00%3A55Z&sr=c&sp=r&sig=cQ4fSgi32N2TZk4p4gc8WsCpPtt1NFZIVshdtIpZC4U%3D) **Purpose:** Record calls that pass through the policy and, optionally, configure AI Advisor analysis for those calls - overriding the default AI settings from Account Settings where needed. **Location:** Action container, within a Call routing policy. ## What is the Record and Analyse app? The Record and Analyse app captures the audio of calls passing through the container and hands the recording to the archiving and AI Advisor engines. It exposes two configuration tabs: - **Record** - controls whether and how the call is recorded (which leg, when recording starts, archiving, beep alerts, and emailing the recording). - **AI Advisor** - controls how the recorded call is transcribed and analysed by Natterbox AI Advisor. This tab is only available when the Natterbox AI feature is enabled for your organisation. The Record tab can be used on its own to simply record calls, whether or not your organisation uses AI Advisor. Unlike the legacy Record a Call app, a single Record and Analyse app can record **both legs** of the call at once. > [!NOTE] > ℹī¸ > > **Note:** This app replaces the [Record a Call App](/docs/record-a-call-app). Record a Call still works and can be used for basic recording, but new policies should use Record and Analyse. The differences are covered in [Differences from the Record a Call app](/docs/record-and-analyse-app#differences-from-record-a-call) below. ## Before you begin - A **Call** routing policy open in the Policy Builder, with an Action container ready to hold the app. - At least one **archiving policy** configured for your organisation, if you intend to archive recordings. - For AI analysis: the **Natterbox AI Advisor feature** enabled, and users assigned the relevant Record and AI Advisor licences. See [AI Advisor](/docs/natterbox-ai-intro) for the licence overview. - Awareness of the **call legs** you need to capture - see [This leg vs Other leg](/docs/record-and-analyse-app#this-leg-vs-other-leg) below. ## Use cases - Recording all calls that pass through a policy for compliance or quality purposes. - Recording only the agent's leg of a call (one-sided recording) - see [How to enable one sided call recordings](/docs/how-to-enable-one-sided-call-recordings). - Recording both legs of a call within a single app. - Enabling AI Advisor transcription and analysis on calls handled by a specific policy or call path. - Overriding the default Account Settings AI configuration for a particular policy (for example, using a different analysis language). ## Configuration reference Give the app a name under **Name this item**, then open **Configure this item** to access the two tabs: **Record** and **AI Advisor**. ### Record tab ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(525).png?sv=2026-02-06&spr=https&st=2026-10-12T07%3A00%3A55Z&se=2026-10-12T08%3A00%3A55Z&sr=c&sp=r&sig=cQ4fSgi32N2TZk4p4gc8WsCpPtt1NFZIVshdtIpZC4U%3D) The Record tab is available even if your organisation does not use AI Advisor - it can be used purely to record calls. | Field name | Field type | Description | Values | | --- | --- | --- | --- | | Archive a copy of this recording | Checkbox | Whether a copy of the recording should be archived. | True / False (True*) | | Archiving policy to be used | Picklist | Which archiving policy should be used. Required when the archive checkbox is ticked. | Default System Policy* | | Recording leg | Picklist | Which leg of the call to record. If you also configure the AI Advisor tab, this restricts the leg available under "Leg to be analysed". | This Leg, Other Leg, Both | | Start recording | Picklist | When recording should commence. If AI Advisor is enabled, **Now** cannot be used, as starting the recording from this point in the policy does not work with AI Advisor. | On Connect, On Demand, Now | | Recording pause allowed | Checkbox | Whether users are allowed to pause the recording. | True / False | | Recording stop allowed | Checkbox | Whether users are allowed to stop the recording. | True / False | | Beep alert | Picklist | Whether a periodic beep plays to indicate the call is being recorded, and to which party. | Off, Called party only, Calling party only, Both parties | | Custom beep TGML | Text | Up to 128 characters to configure a custom beep using TGML. | [Blank] | | Email the recording | Checkbox | Whether a copy of the recording should be emailed when the call completes. | True / False | | Email recipients (To) | Text | Comma-separated list of email addresses. Shown when "Email the recording" is ticked. | [Blank] | | Email recipients (Cc) | Text | Comma-separated list of email addresses. Shown when "Email the recording" is ticked. | [Blank] | | Email subject | Text | Up to 128 characters. Shown when "Email the recording" is ticked. | [Blank] | ### AI Advisor tab ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(526).png?sv=2026-02-06&spr=https&st=2026-10-12T07%3A00%3A55Z&se=2026-10-12T08%3A00%3A55Z&sr=c&sp=r&sig=cQ4fSgi32N2TZk4p4gc8WsCpPtt1NFZIVshdtIpZC4U%3D) The AI Advisor tab is only available when the Natterbox AI feature is enabled for your organisation. Use it to add, change, or disable AI analysis for calls handled by this policy. | Field name | Field type | Description | Values | | --- | --- | --- | --- | | AI Advisor Settings | Picklist | Defines whether you are adding a new AI Advisor configuration, removing it, or using the default configuration for this call. | Configure AI Advisor for this call, Disable AI Advisor for this call, Use existing AI Advisor configuration for this call | | Transcription engine | Picklist | Defines which categories are used. "Legacy" uses Legacy Categories; "Latest" uses categories defined on the AI Advisor settings page. Most organisations use Latest. | Legacy, Latest | | Analysis language | Picklist | The language used to analyse the call. Select from the list of supported languages. | Supported languages list | | Leg to be analysed | Picklist | Which legs of the call are analysed. Limited by the "Recording leg" selected on the Record tab. | This Leg, Other Leg, Both | | Disable call summarisation | Checkbox | Turns off default AI call summarisation for this call. | True / False (False*) | For a full explanation of the AI settings and where they are configured, see [AI Advisor Settings](/docs/natterbox-ai-settings). ### Differences from the Record a Call app Record and Analyse replaces the legacy Record a Call app. The key differences are: | Setting | Record a Call (legacy) | Record and Analyse | | --- | --- | --- | | Recording leg | This Leg or Other Leg only. | Adds **Both**, so both legs can be recorded in a single app. | | Start recording | A single checkbox: start when the call is connected. | A picklist: Now, On Demand, or On Connect. | | Pause with star code | Available (legacy feature). | No longer available. | | AI Advisor analysis | Not supported. | Supported via the AI Advisor tab. | ## This leg vs Other leg Every connected call has two legs, and the Record and Analyse app lets you record one leg or both. Understanding which leg is which matters most when you only want to capture one side of the conversation. - **This Leg**: the leg of the call that the routing policy is running against. This is the party whose number or DDI brought the call into the policy. - **Other Leg**: the party on the opposite end of the conversation, connected to This Leg by the policy. The **Recording leg** setting on the Record tab controls what is captured: | Recording leg | What is captured | | --- | --- | | This Leg | Only the audio of the party the policy is running against. | | Other Leg | Only the audio of the party on the far end of the call. | | Both | A full, two-sided recording of the entire conversation. | Which physical party maps to This Leg and which maps to Other Leg depends on the **direction** of the call - an inbound call is the mirror image of an outbound call. > [!NOTE] > ℹī¸ > > **Note:** Because This Leg and Other Leg swap depending on call direction, always check the direction of the calls your policy handles before choosing a single-leg option. A setting that captures the agent on inbound calls may capture the customer on outbound calls. ### One-sided recording Recording a single leg is known as one-sided recording. It captures only one party's audio - most commonly the agent's - while leaving the other party unrecorded. This is typically used where you want to review agent conduct or delivery without retaining the customer's audio, for example to reduce the amount of personal data stored. To set this up, choose the leg that corresponds to your agent for the call direction in question. For a step-by-step walkthrough, including how the direction affects your choice, see [How to enable one sided call recordings](/docs/how-to-enable-one-sided-call-recordings). > [!NOTE] > 💡 > > **Tip:** To record both legs, set **Recording leg** to **Both** in a single Record and Analyse app. This is simpler than the legacy Record a Call app, which required two separate apps (one set to This Leg and one to Other Leg). ## Result The Record and Analyse app does not split results between true and false, and has no outbound connector. After a call passes through the app, it continues to the next app in the container (or exits the container if this is the last app). The call is recorded according to the Record tab settings and, where configured, made available to the AI Advisor engine for transcription and analysis according to the AI Advisor tab settings. ## Related - [How to request call recording deletions](/how-to-request-call-recording-deletion.md) - [Call Logs and Recordings](/call-logs-and-recordings.md) - [How to configure call recording and compliance announcements](/how-to-configure-call-recording-and-compliance-announcements.md)