Call recordings are missing — what to check

A call took place, but the call detail page shows no audio player? Recordings are fetched and archived automatically right after each call ends — when one is missing, the cause is almost always one of the checks below. Work through them in order.

Was recording enabled for that call?

Recording is controlled at two levels. In Settings → Global recording, the "Record all calls" toggle forces recording for every call and overrides the per-client setting. When it is off, each client's own "Recording on" toggle (in the client detail page) decides. The Clients page shows a Recording column ("on"/"off") so you can check a client at a glance. If the global toggle is off and the client's toggle is off too, GodSetter does not archive that call's audio — the player will never appear for it, and no recording of it is kept on the platform.

Was it a browser test call?

A call started from the agent's Talk to the agent (web) tester is not tied to a client, so it is never archived: its detail keeps transcript, tools, cost and latency, but no audio player. Rows like these carry a Test badge in the calls list.

Did the call reach the end normally?

A recording only exists for a call that actually connected and ended. A failed dial, a busy line or a call that was never answered typically has no audio at all — check the call's Outcome on the Calls page before assuming the recording was lost.

How long has it been since the call ended?

The platform downloads and archives the recording shortly after the call ends. Give it a few minutes, then refresh the call detail page: once the file is archived, the audio player appears next to the Recording field. Recordings never appear in real time while the call is still running.

Does the agent store recordings at all?

In the agent editor, Voice, language & behavior → Privacy & data → Data retention controls what the voice provider keeps. Set to basic attributes only, the provider stores neither audio nor transcript, so GodSetter receives no recording link and has nothing to archive — for every call that agent places.

Could a transient problem have hit that specific call?

Archiving is resilient: a temporary network or provider error is retried automatically. There is one hard limit, though — the voice provider's download link for a recording expires roughly 10 minutes after the call ends. If archiving is disrupted for longer than that window (a rare, prolonged outage), that specific call's recording can be permanently lost. This never affects other calls: the very next call archives normally.

Is the rest of the call detail still available?

Yes. A missing recording never blocks the page — the call detail keeps showing the outcome, duration, metadata and the full Transcript even with no audio. If you need to know what was said, the transcript is your fallback.

Where do recordings live and how do I play them?

Archived recordings are stored in the platform's own storage, independent of the voice provider — so they don't expire the way provider links do. You play them straight from the call detail page in Calls; playback uses secure temporary links generated on demand, so there is no permanently public audio URL.

Was the recording deleted by the retention policy?

Recordings are not kept forever. Each agency sets Keep recordings for (days) in Settings → Data retention (default 90 days; 0 = keep forever). A daily sweep deletes the audio files of calls that ended before that cutoff and clears the play button on their call detail — the transcript, outcome and metadata stay. If the call is older than your retention window, the recording is gone by design, not by fault.

Still missing?

If recording was enabled, the call connected, and the audio still hasn't appeared well after the call ended, note the call's ID and timestamp from the call detail page and share them with support — with those two facts, the archive attempt for that exact call can be traced.

For calls that never start in the first place, see Calls are not firing — full checklist.