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

# Viewing recordings

# Viewing Call Recordings

![Call detail view with recording player.](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/reporting/view-recordings.png?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=b2c82feb396c319fc26ee844a28d23f6)

**In the app:** On **Call details**, the player sits in the **sticky top** of the **left** column, above the transcript search. It is not under **Call Insights** and not a separate “Recording” tab. If the backend did not return audio, the UI shows **Recording not available** (mic-off state).

Call recordings help operators, managers, and QA reviewers hear exactly what happened when a call matters. They are especially useful for coaching, escalations, compliance review, and disputed outcomes because they add confidence beyond a summary or transcript alone.

**Related call-log guides**

* [Call logs (Start Here)](https://help.callaro.ai/call-logs-and-reporting/call-logs-overview.md)
* [Call logs list](https://help.callaro.ai/call-logs-and-reporting/call-logs-list.md)
* [Call detail (two-pane page)](https://help.callaro.ai/call-logs-and-reporting/call-detail-start-here.md)

## Prerequisites

* Recording is enabled for the workspace or campaign you are reviewing.
* The call has completed and recording processing has finished.
* You have permission to access recordings based on your workspace role.
* Your team understands when recordings are required for QA, compliance, or escalation review.

## Recommended owner

* Team lead or QA reviewer: uses recordings for coaching and quality review.
* Operations Manager: reviews exception patterns and process breakdowns.
* Compliance or escalation owner: uses recordings for high-risk call investigations when required.

## What recordings mean

A recording is the audio evidence of the conversation. The in-page player includes **play/pause**, a **progress scrubber**, current and total time labels, **mute**, and **open in new tab** (download icon) for the raw URL. It is useful when tone, timing, interruptions, or nuance matter more than a text summary. Recordings are often the best source for:

* confirming what the caller actually heard,
* understanding why an outcome was assigned,
* coaching operators or scripts with real examples,
* resolving internal disagreements about call quality.

Use recordings intentionally. For routine review, summaries and transcripts are faster. For high-impact calls, recordings provide the strongest context.

## Steps

1. Open **Call logs** and select the completed session, or go straight to **Call details** for a known id.
2. Skim the header subtitle and, in **Call Insights → Details**, check **Call details** (**Date & time**, **Duration**, **Status**, **Call result** when set) and **Outcome** (when the call is tied to a campaign task) so the case matches.
3. On the **left**, use the **AudioPlayer** at the top (not a tab). Press play or use the scrubber; open the file in a new tab if you need a desktop player.
4. Listen to the opening, the key decision moment, and the close first.
5. Compare what you hear with **Summary** and **Outcome** on **Details**, and with the **transcript** timeline below the player.
6. Capture any coaching notes, compliance concerns, or routing issues before making campaign changes.
7. If **Follow-up** appears in **Details**, confirm operational next steps; CRM context may also appear in integrations outside this page.

## How to decide when to use recordings

* Use recordings for escalations, complaints, coaching, and compliance-sensitive reviews.
* Use transcripts first when you only need to scan content quickly.
* Use recordings when transcript wording seems incomplete, inaccurate, or too compressed.
* Sample recordings by outcome category when you are validating a script or campaign change.

## How to know recording access is healthy

Your setup is usually healthy when:

* recordings appear consistently for calls where they are expected,
* playback works without repeated access issues,
* reviewers can match the audio to the call summary and outcome,
* managers can use recordings to coach or audit without extra manual investigation.

## Common errors and failure handling

### The recording is missing

Give processing a little time if the call just ended. If the recording still does not appear, verify that recording was enabled for that workflow and that the call completed normally.

### The recording exists, but the review still feels unclear

Open the transcript and summary alongside the audio. If the three sources disagree, treat it as a QA or logging issue and document the mismatch.

### Only some calls have recordings

Check whether the difference comes from campaign settings, user permissions, or call completion status. Inconsistent availability usually points to a configuration gap that should be fixed centrally.

### Playback works, but the team does not act on what they learn

Add a review routine. Recordings create value only when coaching, script changes, or escalation handling follow from the review.

## Acceptance checklist

* Reviewers know when to use recordings instead of faster call artifacts.
* A sample of expected calls includes accessible recordings.
* Recording playback aligns with the summary and outcome for tested calls.
* Coaching or escalation owners know how to document findings.
* Missing recordings can be identified and escalated quickly.

## Related articles

* [Reading Transcripts](https://help.callaro.ai/call-logs-and-reporting/reading-transcripts.md)
* [Understanding Call Outcomes](https://help.callaro.ai/call-logs-and-reporting/understanding-outcomes.md)
* [What gets logged automatically after every call](https://help.callaro.ai/crm-and-integrations/what-gets-logged.md)


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