Record and transcribe calls

Line can record the calls your team answers and the calls your team makes from the Line apps. It can also write a transcript of each call and, when you turn on Call summaries, a short summary. Only the Owner of the workspace can change these settings.

Plans

See current prices at /pricing. On Pro, if your workspace has no credits, Line does not record the call. The call still connects.

What Line records

• Incoming calls that a team member answers. Recording starts when the team member answers.
• Outgoing calls that your team makes from the web app or the mobile app.

Line does not record forwarded calls. An AI agent call and a voicemail are not call recordings, but Line can transcribe them. See Turn on transcripts below.

Turn on recording

1. Open Channels.
2. Select Calls.
3. Select Recording.
4. Turn on Record calls.
5. Turn on Record incoming calls, Record outgoing calls, or both. Record outgoing calls is on by default.
6. Check the notice text in Recording notice for incoming calls and Recording notice for outgoing calls. The default text is "This call may be recorded."
7. Select Save changes.

The caller hears the incoming notice before the call rings your team. The person you call hears the outgoing notice before the call connects. UK law requires a notice. You cannot save an empty notice.

Turn recording off for some numbers or people

1. Turn on Configurable by number or Configurable by team member.
2. In Recording by number or Recording by team member, turn off the switch for each number or person that Line must not record.
3. Select Save changes.

An incoming call that rings several team members is recorded only when all of them allow it.

Turn on transcripts

1. Open Channels.
2. Select Calls.
3. Select Transcription.
4. Set the switches:
   • Transcribe call recordings: makes a transcript of each recorded call. It shows only when recording is on.
   • Transcribe AI calls: makes a transcript of each call your AI agent answers.
   • Transcribe voicemails: makes a transcript of each voicemail.
5. Optional: turn on Play a transcription notice and check the Transcription notice. This notice plays on AI calls and voicemails. If you turn it off, you must tell callers another way.
6. Select Save changes.

Transcribe AI calls and Transcribe voicemails are on by default.

Turn on call summaries

1. Open Channels.
2. Select Calls.
3. Select Transcription.
4. In Summaries, turn on Call summaries.
5. Select Save changes.

Line then writes a summary, action items and tags for each transcribed call and voicemail. Each summary uses 1 credit, on every plan. Call summaries is off by default. While it is off, Line makes no summaries and shows none. If your workspace has no credits, Line does not make the summary.

Listen to a recording

1. Open Inbox.
2. Select Calls.
3. Open the conversation.
4. On the call, select the play button.

On Pro and Business, the call shows its recording, its summary and a Show transcript button. Select a line of the transcript to play the recording from that line. Select the download button to save the recording. Line makes the transcript after the call ends.

On a plan without recording, select Details on the call. The dialog shows the same items. The tags come from this list: Sales, Support, Booking, Billing, Complaint, Feedback, Follow-up, Spam.

On the Business plan, Coaching lists recent recorded and transcribed calls. You can filter by team member or tag. An Owner or Admin sees every call. A Member sees the calls they made or answered.

Common problems

The settings show a plan name and a lock. Your plan does not include recording. Change your plan in Settings › Billing & Usage.

You cannot change the switches. Only the Owner can change these settings.

A call has no summary. Check that Call summaries is on and that your workspace has credits. Line does not summarise a call that has no transcript.

A call was not recorded. Check that recording is on for the direction of the call. Check the number and team member rules. On Pro, check that your workspace has credits.