With Intercom Phone, you can easily enable call recordings and transcripts with a greeting to inform customers that calls will be recorded.
Get started
Go to Settings > Channels > Phone and open Recording and transcript. Toggle on the individual recording settings for inbound phone calls, outbound phone calls, and Messenger calls separately.
This is a global setting for all Messenger and phone calls. It’s not possible to only enable recordings or transcripts for some calls.
For each enabled call type — inbound, outbound, and Messenger — enter a Recording greeting. This text is converted to speech and played to the customer to let them know the call is being recorded.
Note: The Recording Greeting (used for outbound and Messenger calls) is only supported in English. However, the recording consent message for inbound calls can be customized in any language — enter your preferred text in the Consent message field when editing a phone number in Settings > Phone > Phone calls.
Note: The inbound recording greeting is played automatically before the call connects. If you're using workflow-based routing, you can also add a recording notification step directly within the workflow instead.
Recording warning announcement
The Enable recording warning announcement toggle controls who hears the recording notification when an inbound call connects:
When enabled, the warning message plays to both the teammate and the caller, so both parties hear it before the conversation begins.
When disabled, only the customer hears the warning. The teammate joins the call silently after the message finishes.
Data retention
You can choose to delete call recordings and transcripts after a specified amount of days. Go to Settings > Channels > Phone and select the checkbox at the bottom of the Recording and transcript section, then enter the number of days.
View recordings and transcripts
If you’ve enabled recordings and transcripts for all calls, when a call ends these will be processed and made available in the Call Details panel. To access the panel, click the calling card within the conversation thread (outlined in yellow).
The Call Details panel will show details about the call like direction and participants, play the recording (including video and screen sharing if used during the call), and show a line-by-line transcription for the call on the Transcript tab.
Recordings and transcripts can be manually downloaded or deleted by clicking on the three dots within the Call Details panel.
You can also specify data retention for recordings and transcripts from Settings > Phone, which automatically sets them for deletion after a number of days.
2 beeps at the start of a recording indicates that both the customer and teammate on a Call connected successfully and can hear each other.
Transcript summaries
The Enable call transcription summaries toggle adds a concise summary of each call or voicemail to the conversation thread. Go to Settings > Channels > Phone and toggle on Enable call transcription summaries under Recording and transcript.
The feature is off by default, so it needs to be enabled by an admin. Once enabled, summaries will be generated as part of the transcription processing for the entire workspace.
The summary surfaces the context and general information about the content of the call in the conversation thread after the call has ended.
This feature is not currently available on EU hosted workspaces.
Recording consent for inbound calls
Intercom Phone supports GDPR-compliant recording consent for inbound calls. You can enable a per-phone-number consent prompt that asks callers to confirm they agree to being recorded before the call is connected. The consent message is fully customizable to support localized prompts.
Note: Recording consent requires workspace recording to be enabled, and is currently supported for inbound calls only.
How to set up recording consent
Click the Edit icon next to the phone number you want to configure.
Scroll to the Recording consent section (below the language setting).
Enable recording consent message for that number.
Optionally, enter a custom consent message in the Consent message field. If left blank, the default message is used.
Click Save changes.
Note: Recording consent is configured per phone number, not globally. This means you can enable it only for numbers that require it (e.g. numbers in GDPR-regulated regions) while leaving others unchanged.
Customer experience
When a caller dials an inbound number with recording consent enabled:
The configured (or default) consent message plays before the call connects.
Press 1 to accept recording — the call proceeds and is recorded as normal.
Press 2 to decline — the call connects without recording.
The default consent message (used when no custom message is configured):
"This call may be recorded for quality and training purposes. Press 1 to accept and continue, or press 2 to continue without recording."
Retry and timeout behavior
If the caller presses an invalid digit, the consent prompt replays immediately.
If the caller doesn't respond within 20 seconds, the prompt replays.
After 3 failed attempts (timeout or invalid input), the call is automatically ended — the caller is not connected.
Reporting on consent
The consent outcome is stored as a conversation attribute and appears in the conversation timeline, making it available for filtering and reporting on acceptance and rejection rates.
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