In-Group Recording Override: forcing recording on inbound

Recording rules are often set at the campaign level, but inbound calls sometimes need their own policy. A support line might need every call on tape for quality and compliance, while the same agents handle outbound calls where recording is optional. The In-Group Recording Override exists for exactly this: it lets an inbound group set its own Call recording behavior, separate from the campaign the agent happens to be logged into.

The four modes

The override gives you four working choices plus a do-nothing option. Disabled means the in-group leaves the campaign's recording setting alone. Never disables recording entirely for calls through this group. On-demand, the default, lets the agent start and stop recording whenever they want during the call. All-calls starts recording automatically the moment a call reaches the agent, but the agent can still stop it. All-force also starts recording automatically and gives the agent no off switch at all.

The difference between the last two is the one that trips people up. All-calls and all-force both record everything by default. The distinction is control: all-force takes the stop button away, which is what you want when recording is a hard requirement and you cannot leave it to the agent to remember.

Where this setting sits in the chain

Recording policy is layered. The campaign has a setting, the in-group can override the campaign, and a per-user setting can override the in-group. So if an agent is mysteriously not recording inbound calls when you expected them to, check all three layers, because the most specific one wins. The in-group override only applies to calls actually handled through that group, so an agent's outbound calls keep following the campaign rule.

Naming the files

There is a companion field that lets the in-group set its own filename pattern for recordings, separate from the campaign's scheme. You build the name from variables like the campaign, the in-group, the customer phone number, the date, and the agent. A pattern of campaign, then date, then customer phone makes recordings easy to find later when someone asks for the call from a specific number on a specific day. The finished name has to stay under ninety characters.

Picking the right mode

For a compliance-driven line, all-force is the safe pick: nothing slips through because an agent forgot. For a general support line where you trust your agents and want the option to pause recording during a sensitive moment, all-calls or on-demand fits better. Just be mindful that recording laws vary by region, and forcing recording without a Disposition of consent can create problems depending on where your callers are. Recording is a setting on the Ingroup, but the legal side is on you.

The recording override is one of several ways an in-group can take control away from the campaign default, and you can see how it fits with the rest in our inbound call handling guide. If you also want to control recording at the trunk level when a DID answers, our piece on the DID record-call option covers that path. Managed recording storage and retention come built into our hosted plans so you are not babysitting disk space.