Automatically pause, resume call recording and transcription
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 1, 2024 |
Business value
When the agent puts a customer on hold and removes the customer from hold, the call recording and transcription are automatically paused and resumed.
Feature details
When an agent manually puts the customer on hold, the recording and transcription will automatically pause. The recording and transcription automatically resume when the agent takes the customer off hold.
This helps ensure that what the agents say while the customer is on hold is not captured in the transcript (which is usually meant to be an exchange between the customer and the agent). This feature is not available by default and must be set per channel at the workstream level.
See also
Call controls (docs)