What does this feature do & when to use it?
Call recording permissions in Recruit CRM control which users can:
Access phone calling and recording settings.
Buy calling credits.
Have their calls recorded by default.
Choose which calls to record.
Download call recordings.
You can use this feature when:
You are an Account Owner setting up call recording permissions for your team.
You are creating or editing a custom role and need to control who can record or download calls.
You want to understand how default call recording works at the role and user level.
You need to know where to find call recordings and call notes for candidates or contacts.
Before you begin
Please Note:
1. Calling and call recording must be enabled in your Recruit CRM account.
2. Only Account Owners, Admins, and users with relevant custom role permissions can configure calling and call recording settings.
Step-by-step instructions
1. Open Users and Roles to Create or Edit a Custom Role
Go to the Users section in your Recruit CRM account to manage user roles. While creating a new custom role or editing an existing one, you will be able to configure specific calling and call recording permissions for that role.
Configure Calling and Call Recording Permissions in the Custom Role
Within the custom role permissions, locate the Calling Settings. Configure the following permissions for users with this role:
🎯Phone calling and recording:
A user with this permission will be able to access the Calling Integration & Credits page to buy calling credits and manage the call recording settings.
🎯Start recording calls by default:
If enabled, if a user has this permission, the recording toggle inside a record will always be enabled by default.
🎯Allow user to choose which calls to record:
If enabled, the user can turn the recording toggle on or off for each call in the phone calls section.
🎯Allow user to download recordings:
If enabled, the user can download call recordings from the system.
Understand the important behaviour: If a user has Start recording calls by default but does not have Allow user to choose which calls to record, the recording toggle will be on by default, and the user will not be able to turn it off.
Change Default Call Recording from Call Settings (User Level)
A user can also manage their default call recording behaviour from their own Call Settings page:
1. Go to Phone Calling and SMS Settings.
2. Open the Call Settings page.
3. Enable or disable the default call recording toggle as needed.
Please Note:
Only Account Owners, Admins, and users with appropriate custom roles can access this settings page.
This setting is at the user level and does not affect recording settings for the entire account.
The toggle in Call Settings will override the role-based Start recording calls by default permission.
Example: If a user’s role has “Start recording calls by default” enabled, but the user has access to Call Settings, they can turn the default recording toggle off there and override that permission.
Place and Conduct a Call, and Add Call Notes
When you initiate a call from a record, you will hear a calling tone, and the phone will start ringing. During the call, you can take call notes on the screen. These notes will be automatically added to the Notes and Calls section in the record once saved.
Once the call ends, a post-call screen will appear where you can:
Add more details about the call (e.g., call type).
Create a follow-up task if needed.
Review and add to the call notes (the notes from the live call screen will already be visible here).
Access Call Recordings and Notes from the Candidate or Contact Record
To review call recordings and notes:
Open the relevant Candidate or Contact profile.
Go to the Activity section.
Click on the Notes and Calls tab to view call recordings (subject to your download/view permissions). All notes associated with those calls.
Within this area, use the Notes and Calls tab to see the full history of call activity and access the recordings.
📋 How to transcribe calls in Recruit CRM?
📲 How to use the native dialer to call from the system?
Troubleshooting
Problem: I can’t see the Call Settings page
Problem: I can’t see the Call Settings page
Likely cause: Your role does not have permission to access Phone Calling and SMS Settings.
What to check: Confirm if you are an Account Owner, Admin, or have a custom role that allows access to calling settings.
Resolution path: Ask an Account Owner or Admin to review your role under Users and ensure you have the correct calling permissions.
Problem: Calls are recording by default, and I can’t turn them off
Problem: Calls are recording by default, and I can’t turn them off
Likely cause: Your role has Start recording calls by default enabled but does not have allow user to choose which calls to record.
What to check: Ask an admin to confirm your role’s settings for:
Start recording calls by default
Allow user to choose which calls to record
Resolution path: If appropriate, the admin can update your custom role to grant Allow user to choose which calls to record, or grant you access to Call Settings so you can override the default.
Problem: I can’t download call recordings
Problem: I can’t download call recordings
Likely cause: The Allow user to download recordings permission is not enabled for your role.
What to check: In your role configuration, verify if Allow user to download recordings is turned on.
Resolution path: Ask an Account Owner or Admin to edit your custom role and enable Allow user to download recordings if it aligns with your organization’s policy.
Conclusion:
Call recording permissions in Recruit CRM’s new UI give you fine-grained control over who can record, manage, and download calls, as well as how default recording behaves for each user. By configuring custom roles correctly and understanding user-level Call Settings, your team can capture the right call data while staying aligned with your organization’s policies.