Salesforce Call Recording URL for main number, Access permission/Improvement to flow

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  • Updated 2 years ago
UK, Recruitment

We use the Salesforce integration that logs calls as tasks with a URL to the call recording. As the recording is against our primary support number, a user has to be a manager role or higher to listen to the recording via the URL.

I don't want to give too high a level of permission to all my users. They already don't like that they can't just play the recording from the task.

Wishlist to resolve this:

1. Instead of the URL, attach the recording to the task. Making it playable from the task would be great as well.
2. Allow a permission checkbox to listen to the company voicemails that can be checked on a profile, so you can keep all the standard profile permissions, but allow them to listen to the voicemail.
3. Remove the log-in step to listen to a URL
4. Simplify the log-in to listen to call recordings, like enter a pin only.
5. Transcribe all recordings to text, so they can be seen on the task as an alternative to listening to the recording. This would be a good feature anyway.
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Posted 2 years ago

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