Recording and transcripts

Live Hub can store two separate records for the same call:

	What it contains	Format
Recording	The call audio	WAV
Transcript	The text of the conversation	JSON

Recordings and transcripts are independent features. You can enable either feature, both features, or neither feature. Configure each feature separately and set its own retention period. Call recording is available only with an Essential account and incurs an additional charge beyond the cost of the call. Transcripts are available with both Trial and Essential accounts. For more information, see Account plans.

Set retention periods

Live Hub automatically deletes recordings and transcripts when their retention periods expire. Retention periods are configured at the account level and apply to all calls in the account.

	Default retention period	Allowed range
Recordings	30 days	1 to 90 days	Changes take effect the following day and apply to both new and existing recordings. Set the retention period to 1 day to effectively disable recording retention.
Transcripts	7 days	1 day to 1 year	The transcript retention period applies to all transcription data, including AI agent logs.

Configure both retention periods in Account settings.

If you need to keep a recording or transcript longer than its retention period, download it or retrieve it through the API before Live Hub deletes it.

Enable recording and transcripts

Configure recording and transcripts separately.

You can enable recording on either a bot connection or a routing rule. If both are configured, the setting on the routing rule overrides the setting on the bot connection.

Recording supports two modes: - Record all calls to capture the entire conversation from start to finish. - Record on demand to capture audio only when the bot requests recording.

Enable transcripts on a bot connection. You can also choose whether to share transcripts with AudioCodes Support. This option is disabled by default.

To do this	See
Record calls	Call recording
Record the calls that match a routing rule	Routing rules
Transcribe calls	Call transcript

Access recordings and transcripts

Play back, download, and delete recordings and transcripts in Call history.

To access recordings and transcripts programmatically, use the appropriate API resource:

• Recordings — Provides access to call audio files.
• Transcripts — Provides access to call transcripts.