How to enable call recording in the Wavoip integration

To enable call recording in the Wavoip integration with Papo (https://papo.global/), you must enable recording directly in your Wavoip telephony plan. Once enabled, call audio files become available in the conversation history in Papo and can be accessed in the File Center for quality control and training.

Call recording is not an internal Papo setting, but rather a feature offered by the telephony provider Wavoip. When enabled, every outgoing or incoming call generates an audio file that is automatically linked to the conversation record in the Papo panel, allowing your team to listen to, analyze, and use the recordings to improve service.

Process summary

Step	Action
1. Enable in Wavoip	Access your Wavoip panel and enable call recording in your subscribed plan.
2. Check in Papo	After activation, recordings will appear automatically in each contact's history.
3. Access in the File Center	Use Papo's File Center to search, list, and manage all audio files.

How call recording works in the integration

When recording is active on the Wavoip side, the flow is simple:

Incoming or outgoing call: as soon as the call ends, the audio file is processed by Wavoip and becomes available to Papo.
Automatic record: the audio is linked to the call record in the contact timeline, alongside information such as date, time, and duration.
File Center: all audio files are also indexed in Papo's File Center, where you can search by name, folder, or context, list recordings from a specific folder, and view metadata such as creation date and size.

If Papo's AI module is configured, the platform can process the recording audio to automatically generate a conversation summary, highlighting the main points discussed and next actions.

Where to find recordings in Papo

There are two main ways to access recordings:

Contact history: open a customer's profile and scroll through the timeline. Each recorded call will have an audio player or a download link.
File Center: access the File Center module for a consolidated view. You can search by file name, filter by folder, or list all recordings at once. The Center also shows the file count per folder, making organization easier.

Who call recording is useful for

Call recording is especially valuable for:

Quality control: supervisors can review calls to ensure that scripts and service policies are being followed.
Team training: use real recordings as practical examples for new agents or for procedure refreshers.
Dispute resolution: having the conversation audio helps clarify misunderstandings with customers objectively.
Objection analysis: sales teams can study how customers react to arguments and adjust their approach.

Frequently asked questions

Is call recording enabled directly in Papo?

No. Recording is a feature of your Wavoip telephony plan. You must enable it in the Wavoip panel. Papo only displays recordings when they are available.

How do I enable recording in Wavoip?

Access your Wavoip account settings and locate the call recording option. The exact path may vary depending on the plan; consult Wavoip's official documentation for detailed instructions.

Do recordings take up space in my Papo account?

Recordings are stored by Wavoip and linked to call records in Papo. Papo does not charge for additional storage of these files.

Can I use Papo's AI to transcribe recordings?

Yes. If the recording is available, Papo's AI module can process the audio to generate automatic conversation summaries, highlighting important points and actions to take.

How do I download a specific recording?

You can access the audio file directly in the conversation history or in the File Center. In the Center, you can view the file metadata and download it.

Does recording work for incoming and outgoing calls?

Yes, as long as recording is active in your Wavoip plan, all calls (incoming and outgoing) will be recorded and made available in Papo.