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conditional-recording

Flex includes a built-in call recording feature which can be enabled via the Twilio Console > Flex > Manage > Voice. This records the conference for every call handled within Flex, in either single- or dual-channel.

However, for regulatory compliance purposes, some implementations may need to prevent recording certain calls. This feature adds that capability to the built-in call recording feature, by preventing recording based on task queue or based on the presence of certain task attributes. The task attributes and/or task queues that should be excluded from recording are configurable.

dual-channel-recording feature

The conditional-recording feature works with the native call recording functionality. It is not applicable in conjunction with the template's dual-channel-recording feature, which has its own conditional recording functionality.

setup and dependencies​

If you are enabling the conditional recording feature, you must also enable the call recording flag within Twilio Console > Flex > Manage > Voice, otherwise recordings will not be accessible via Flex Insights.

The conditional-recording feature has the following settings:

  • enabled - Set to true to enable the feature
  • exclude_attributes - To exclude recording tasks based on the task attributes present, set this to an array of key/value pair objects. For example, to prevent recording outbound calls: 
    "exclude_attributes": [{ "key":"direction", "value":"outbound" }]
  • exclude_queues - To exclude recording tasks based on queue name or queue SID, set this to an array of queue names or SIDs. For example: 
    "exclude_queues": ["Queue Name 1", "Queue Name 2"] // or ["WQxxx", "WQxxx2"]

how it works​

Before an inbound or outbound call task is accepted, the task is evaluated based on the defined attributes and/or queues to exclude from recording. The payload.conferenceOptions.conferenceRecord flag is set to true or false depending on the outcome of this evaluation. If this flag is set to true, then TaskRouter will initiate the conference recording immediately upon conference start.