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These settings control what Callers records and when a call ends. Most are in the agent editor under General Settings → Technical Settings.

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Settings reference

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Call recording

Recording is on by default. Recordings appear on each call in the agent’s results, with playback speed controls next to the transcript. To turn recording off or change related options:
1

Open the technical settings

Open the agent, click General Settings in the editor header, and expand Technical Settings.
2

Set Record Calls

Turn Record Calls on or off.
3

Choose the related options

For incoming agents, choose whether to Play a message that calls are being recorded. Turn on Stop Recording When Call Is Transferred if the conversation after a transfer shouldn’t be recorded.
4

Save

Save the agent. The change applies to new calls.
Recording laws differ by country and state. Some places require every party to consent. You are responsible for giving any notice your jurisdiction requires. For outbound agents, add the notice to the agent’s opening line, for example “This call may be recorded for quality purposes,” and mark that step as uninterruptible so it’s heard in full. See Compliance for recording disclosure guidance.

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Access, retention, and export

  • Who can listen. Team members need the View transcripts and recordings access to open recordings. See Team and permissions.
  • How long recordings are kept. Your account’s retention period applies to recordings and transcripts. See Security and privacy.
  • Sensitive data. You can delete recordings automatically when card numbers, CVVs, or PINs are detected. See Security and privacy.
  • Getting recordings into your systems. The CALL_FINISHED webhook event includes the recordingUrl, and the API returns recordings for a call.

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Recording and transfers

When a call is transferred, the recording continues on the transferred call unless Stop Recording When Call Is Transferred is on. Calls transferred with SIP REFER always stop recording at the transfer, because Callers leaves the call. On calls without SIP, a warm transfer handoff message isn’t included in the recording.

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Maximum call duration

Calls that run longer than Time In Minutes are hung up automatically. The limit is 1–60 minutes; the default is 30. Calls that are transferred get an extra 150 minutes on top of this limit, so the conversation with your team isn’t cut off.
Set the limit a little above your longest expected call. Very long AI conversations usually mean the contact is stuck; check Insights mode for steps where calls loop.

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How calls end

A call ends when:
  • The agent reaches an end of the script, such as an End call step.
  • The contact says goodbye or asks to end the call. Built-in scenarios recognize goodbyes and requests to hang up, so the agent closes politely instead of continuing the script. See Scenarios.
  • The line is silent too long. Before that, the agent tries to re-engage after the time set in Initiate Conversation After No Response. If the line stays silent, the agent hangs up after 30 seconds of silence by default.
  • The maximum duration is reached.
  • The contact hangs up, or the call is transferred.

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Hang up on silence

Callers ends calls after 30 seconds of silence by default, so dead lines don’t stay open. With Manual input only, the timeout is at least 60 seconds to give contacts time to use the keypad.
Contact support@callers.ai to change the silence timeout or how many goodbye messages the agent allows before hanging up.

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Troubleshooting

Check that Record Calls was on when the call happened, and that the call connected. Also check whether the recording was deleted by sensitive data rules or because the retention period passed.
Stop Recording When Call Is Transferred is on, or your SIP carrier uses SIP REFER.
Check the call’s hang-up reason in its details. If it was the maximum duration, raise Time In Minutes. If it was silence, look for steps where the agent waits for an action or the contact needs more time.

Call transfers

Transfers, warm handoffs, and SIP REFER.

Security and privacy

Retention and sensitive data handling.

Conversation dynamics

Silence, patience, and interruptions.

Webhook events

Get the recording URL when a call ends.