Recording
Heedify call recording stores conversations to Azure Blob Storage with role-gated playback restricted to entity supervisors, integrated with Microsoft Teams call flows, with optional transcription and anti-download playback controls. Each playback is granted a temporary access authorization. The Recording page lets you search and play back call recordings (and read their transcription when available).
Whether a call gets recorded — and the recording strategy — is configured per call flow. See Call Flows → Recording.
Access rules
Recordings and their transcription can only be viewed and played by supervisors of the entity the recording belongs to.
Other users cannot access the audio or the transcript, even when a recording row is visible to them.
Filters
Recordings default to the past month. Adjust filters to narrow or widen the search.
| Filter | Description |
|---|---|
| Date | Start and end date/time (From / To) |
| Direction | Inbound, outbound or all |
| Entity (Recording origin) | One or several call flows and/or supervised agents whose recordings you want to see |
| Caller ID | Phone number or user ID of the caller |
| Agent name | Filter by the agent who handled the call |
| Duration | Minimum and maximum call duration |
| Call ID | Exact call identifier |
There is no upper limit on the date range — pick any window you need.
Columns manager
Click the Columns button to show, hide or drag-and-drop the columns. Default columns (in order):
- Recording (audio player)
- Direction
- Entity
- Caller ID
- Duration
- Agent name
- Date
- Transcription
- Call ID
Click Reset to return to defaults. Column settings are saved in your browser, so each admin has their own layout.
Playback
Click the play icon in the Recording column to load the audio. A standard audio player appears inline, with a Download icon next to it.
The playback authorization is temporary and expires after a while. If the player stops responding on an older row, close the page and re-open it (or click the play icon again) to refresh it.
The audio player intentionally hides the browser’s “Save” menu and disables the right-click context menu, so playback alone does not produce a local copy. The Download action next to the player is the only sanctioned way to save the file locally — and it is also subject to the access rules above.
Transcription
When a transcription is available for a recording, the Transcription column shows a preview. Click the + icon to open the full transcription in a side drawer.