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.