Softtop Call Recording captures every inbound and outbound call in full fidelity and stores it securely in your account with configurable retention periods. Recordings are encrypted at rest and in transit, searchable by keyword using AI transcription, and accessible via the Softtop dashboard or through the REST API for compliance, QA, and team training workflows.
Automatic PCI redaction pauses recording during payment card data collection and removes card numbers from AI transcripts so recordings never contain sensitive financial information. PHI redaction is also available for healthcare-adjacent use cases where protected health information may be discussed on calls. Both redaction modes activate based on agent actions or keyword detection without requiring any manual intervention during the live call itself.
Every recording links directly to the associated call log entry, agent, customer record, and AI-generated transcript. Supervisors can search across thousands of recordings by keyword, date range, agent, queue, or sentiment score. The AI highlights moments within recordings where sentiment was negative or compliance keywords were detected, making targeted review fast without listening to full recordings from start to finish.
Recordings export on demand or via scheduled batch download for external archiving, e-discovery requests, or regulatory submissions. Retention policies are configurable from one month to seven years, with tiered storage options for long-term compliance archives. Call Recording integrates with Conversation Intelligence, AI Sentiment Analysis, and AI Supervisor Assist to provide a complete quality management workflow. The feature is available on all Softtop plans with no per-seat recording fee for standard inbound and outbound calls on the platform. Every inbound and outbound call captured at full fidelity. The archive starts from day one — no gaps. Find any call by word, phrase, or topic across your full history. Results return in seconds. Sensitive data stripped from audio and transcript automatically. Redaction applies to every call by default. Set retention windows per team, queue, or compliance policy. Lock regulated calls to indefinite hold. Every listen, download, and export logged with user and timestamp. Chain-of-custody ships with every file. Freeze recordings for named users, queues, or date ranges. Full chain-of-custody included. Call recording with keyword search changed how we run QA. We stopped sampling and started searching, which surfaced coaching wins we used to miss every month. PHI redaction was the gating requirement for our move. Audio and transcript both redact automatically — our compliance officer signed off in one review cycle. Legal pulled a six-month chain-of-custody export in twenty minutes. Our previous vendor took two weeks of email back-and-forth for the same request. Yes. Credit cards, SSNs, and configurable patterns are redacted automatically. Custom regex rules for industry-specific identifiers. Yes on healthcare plans. Signed BAA on request. PHI redaction applies to audio and transcript. Yes. Bulk export with metadata to S3, Google Cloud Storage, or on-prem SFTP. Chain-of-custody log travels with every file. Yes. Configurable consent announcements by US state. Two-party consent states get a compliant notice before the recording starts. QA, healthcare, and legal teams running on searchable, redacted, audit-clean archives. Retention, redaction, compliance, exports, and US state consent. Every call recorded, redacted, and searchable. Full-fidelity audio. AI transcript. PCI and PHI redaction. State-aware consent.