Im looking to find out a few things, ill list them below.
1. Can a specific group in our org be set to record? (ex. our CSR group for taking payment information)
2. Does the "record" function need to be on all the time or can it be turned off and on by the user when need be?
3. is it a cost per minute that's recorded or by data size?
4. How long is that data (conversation) retained for?
5. Can we log our texts and import that into salesforce?
Thank you!
1. Can a specific group in our org be set to record? (ex. our CSR group for taking payment information)
A. Not from account automatic recording setting perspective. But this can be done via an app if you are ready to build an app to start call recording automatically for a specific user/phone number etc. Check this blog for an example.
2. Does the "record" function need to be on all the time or can it be turned off and on by the user when need be?
A. User who use the RC app to make call can start/stop call recording manually. They can stop recording even if the call was automatically recorded.
3. is it a cost per minute that's recorded or by data size?
A. No extra cost.
4. How long is that data (conversation) retained for?
A. It depends on your account settings. (HIPAA or non HIPAA). See the data retention policy.
5. Can we log our texts and import that into salesforce?
A. Do you mean SMS messaging? If so, yes, use this API to export your company text messaging data.
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