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Recording your calls gives you a reliable reference you can go back to anytime — no more scrambling to remember what was said or relying on hastily scribbled notes. It makes it easy to review conversations for training, go back to listen for details like street addresses, resolve disputes with confidence, and ensure your team stays compliant with company and regulatory standards. You can record all calls that take place in Hatch, here’s how:

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Recording disclosures

State-level regulations on call recording differ between locations, so you may want to ensure call recording is disclosed before you or an AI agent start speaking to a contact. Go to the ‘compliance’ tab of your organization’s settings page to switch on recording disclosure for all your workspaces. With this setting switched on, Hatch will play a short pre-recorded message before all inbound calls that informs them the call may be recorded for quality assurance purposes.

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Recording human-to-human calls

All voice AI calls in Hatch are recorded: the agent relies on a live recording to determine what a given contact is saying. For human-to-human calls, Hatch gives you control over when and whether a given call is being recorded. When the ‘REC’ button is red on the calling toolbar, the call is being recorded, clicking the button at any time will start recording. Clicking the button again pauses recording—you may want to do this in cases where a customer is sharing sensitive information, like a credit card number. Clicking again restarts the recording.
You don’t need to click this button constantly! Going to ‘workspace configs’ and switching recording on by default will start recording all your human-to-human calls as soon as they start.
Once an AI voice or human-to-human call is complete, you can navigate to the right hand side of the contact card to listen back to the recording, and read the transcript (if applicable)
Happy calling!