Record only some calls, based on criteria you choose, instead of creating separate campaigns and Tags to accommodate varying privacy requirements.If you use Invoca to drive calls to many different locations or lines of business, managing call recordings can get complicated — different locations can have conflicting privacy standards around recording, making it hard to include them all in the same campaign. Conditional call recording lets you record only some calls, based on criteria you choose, so you don’t need to create separate campaigns and Tags just to accommodate varying privacy and compliance requirements. Reach out to your account team or support@invoca.com with questions about how this feature might affect your Signals. Once enabled, this feature doesn’t impact your account’s call usage fee. Before you begin: Conditional call recording needs to be enabled on your account first. Reach out to your account team or support@invoca.com to request it.
Building a condition for your call recordings
Once enabled, go to the call treatment you’d like to selectively record. In the call recording section, select Yes – On Condition to open the call recording condition builder. You can choose from the following conditions, and combine more than one:- Phone type: record calls from a landline or a mobile phone.
- During hours: only record calls placed during your campaign’s active hours.
- Repeat caller: skip recording calls from a number that’s called before.
- Publisher name: for performance marketing accounts, record or exclude calls driven by specific publishers.
- Promo number media type: whether the dialed promo number was used for online (dynamic), offline (static), or other marketing.
- Promo number description: record calls based on a description assigned to a static promo number.
- IVR keypress: record calls based on a caller’s response to an “Ask a Question” node in your call treatment.
Writing your own expressions
In addition to the condition builder, you can manually write your own call recording conditions using the Text editor view — useful if you’re comfortable writing expressions, and want more granular, nested conditions.- In the Conditional Call Recording Builder, click Text.
- The condition area becomes a text field where you can write an expression using the operators below. You can switch back and forth between the guided builder and text view.
- Use parentheses to group conditions and build more complex AND/OR logic.
- Click Save when finished.
mobile— true if the phone type is mobilelandline— true if the phone type is landlineduring_hours— true if the call was placed during the campaign’s business hours (always true for 24/7 campaigns)repeat— true if the call is considered a repeat caller, based on the campaign’s criteria (default: within the last 30 days). For a more precise way to check whether a caller has already cleared a specific milestone (like requesting a quote or making a purchase), useprevious_signalinstead.