How do I record and review calls in TactStack?
Short answer
Turn on recording for your business number, add the disclosure your state requires, and let every call attach itself to the customer record with a transcript and summary. Then review a handful each week to see where calls stall, who books, and which questions keep coming up.
Before you start
- A business number set up in the platform.
- Your state's consent rules for recording.
- A recording disclosure line in your greeting.
- One person who owns weekly call review.
Step by step
- 1
Turn recording on and disclose it
Enable recording at the number level and open the greeting with the disclosure. One sentence is enough.
Consent handled up front keeps recordings usable later.
- 2
Enable transcription and summaries
A transcript is searchable, a recording is not. Summaries let a manager scan twenty calls in the time one takes to play.
Reviewing calls only happens when it is fast.
- 3
Confirm calls attach to the right record
Unknown numbers should create a contact automatically so the call is never orphaned.
An unattached call is a lead you will never follow up.
- 4
Score a small weekly sample
Pick five calls: two booked, two lost, one long. Score greeting, needs questions, and whether an appointment was actually offered.
Most lost calls die because nobody asked for the booking.
- 5
Turn patterns into automation
When the same question shows up weekly, answer it in your booking confirmation, your website, or your assistant's script.
Call review is a research tool, not just a discipline tool.
- 6
Set a retention rule
Decide how long recordings live and who can play them, then stick to it.
Recordings are customer data and deserve the same care as payment details.
What good looks like
- Every call is searchable by what was said, not just who called.
- Disputes are settled with a transcript in seconds.
- New hires learn from real calls instead of a script.
- The questions customers repeat get answered before they call.
Common mistakes
The ways this goes wrong in phones, and what to do instead.
Recording without disclosure›
In two-party consent states an undisclosed recording is unusable and risky.
Do this instead: Put the disclosure in the first line of your greeting on every recorded number.
Recording everything and reviewing nothing›
Storage is not insight. Untouched recordings change no outcomes.
Do this instead: Book a recurring thirty-minute slot to review five calls with one owner accountable.
Using recordings only to punish›
Teams that fear the tape start avoiding the phone.
Do this instead: Review with the person, highlight one win and one fix, and share great calls publicly.
Frequently asked
5 questions about record and review callsRelated guides
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