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Documentation Index

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Back to App Settings

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Overview

System Settings allow administrators to configure key platform features that control call handling, data management, and system behavior. From this section, administrators can manage Call Recording Control, configure whether calls are answered on the first Bot or AI Agent response, and set the Data Retention Period for stored information. These settings ensure consistent system operation, compliance with policies, and efficient handling of conversations. Navigate to Automation AI > App Settings > Advanced Settings > System Settings to access and configure these functionalities. System Settings Page

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Call Recording Control

By default, Contact Center AI records all voice interactions. Administrators can disable call recording for all voice interactions.

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Steps to disable Call Recording Control

  1. Click Call Recording Control. Call Recording Control
  2. Turn off the toggle to disable call recording for all voice interactions. Call Recording Control Disabled

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Screen Recording Control

If enabled, agent screens are automatically recorded during inbound or outbound call interactions. Learn more. Steps to enable Screen Recording Control:
  1. Select Screen Recording Control. Screen Recording Control
  2. Turn on the toggle to enable screen recording for all voice interactions.

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Video Call Recording Control

When enabled, agents with video call permission see the Video Call Record On option during active video calls. Disabled by default. Learn more. To enable Video Call Recording:
  1. Select Video Call Recording.
  2. Turn on the toggle.
  3. (Optional) Turn on the Allow Agents to Pause/Resume Video Call recording toggle to let them pause/resume the recording. Video Call Recording

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Answer Call on First Bot/AI Agent Response

This feature plays a dial tone to the caller if there is a delay before the AI Agent delivers its first response on inbound calls. This improves the caller experience by indicating the call is still connected, preventing confusion or the impression of a dropped call. Administrators can enable or disable this behavior using a configuration flag.

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Steps to enable Answer Call on First Bot/AI Agent Response

  1. Click Answer Call on First Bot Response. Answer Call on AI Agent Response
  2. Turn on the toggle to enable the functionality. Answer Call Enabled
When calls transfer from an existing telephony provider to the platform, a connection event triggers once the call connects and the bot begins responding. In rare cases, the AI Agent’s response may be delayed due to processing or latency. This setting sends the connection event only when the AI Agent’s first response plays, and plays a dial tone in the meantime to keep callers engaged.

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Data Retention Period

The Data Retention Period feature allows administrators to configure how long voice call recordings are retained. Users can select retention periods ranging from 1 day to 7 years using a dropdown, with default values set by customer type. The feature includes optional email notifications for deletion reminders (disabled if retention is less than 1 month) and mandatory deletion acknowledgements. All changes to retention settings and email preferences are recorded in audit logs, along with counts of successful or failed recording deletions. By default, new customers and applications have a retention period of 3 months, while existing customers retain recordings for 7 years. Only App Owners or Supervisors can modify these settings.

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Attachment Retention Period

The Attachment Retention Period feature allows administrators to configure a separate retention period for attachments in user-bot conversations. The attachment retention period must always be shorter than the conversation retention period, allowing attachments to be deleted earlier if required. All changes to attachment retention settings are recorded in audit logs for traceability and compliance. Only App Owners can modify these settings.

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Steps to configure the Data Retention Period

  1. Click Data Retention Period. Data Retention Period
  2. Select the required retention duration for voice call recordings and voice automation session recordings.
  3. Optionally, select the checkbox to enable email notifications 5 days before deletion of voice call recordings. Email notifications are available only for retention periods greater than 30 days.
  4. Select the required retention period for attachments in user-bot conversations. The retention period can be configured in days, months, or years, up to a maximum of 7 years. However, the configured value cannot exceed the conversation retention period set at the workspace level. Define Data Retention Period
  5. Select Save to apply the changes.

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Conversation Time Display Format

Choose how time appears in call recording transcripts. The system displays either actual timestamps or elapsed duration from the start of the call. Learn More

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Steps to configure Time Display Format

  1. Open Conversation Time Display Format.
  2. Select Standard Timestamps or Duration Markers.
  3. Select Save. Configure Time Display Format