Recording and transcript storage

This page is for Members and Team Admins using TelWeb. Both roles can choose which recording artefacts an app retains; Team Admins configure the recording destination in Team settings. Delphi determines the stored filenames, audio formats, and transcript structure. The S3 recording output reference is for Super Admins and platform operators who manage storage and integrations.

AccessMEMBER+Members and Team Admins can select app recording artefacts. Ask a Team Admin to save the team recording destination.

What you can control

Control	Member	Team Admin	Where
Choose app audio and transcript artefacts, or turn recording off	Yes	Yes	Flow Designer → Flow Settings → App settings → Recording artefacts
Set the app's recording frequency	Yes	Yes	App settings, when at least one artefact is selected
Set the team's S3 bucket, AWS region, and recording IAM role ARN	Ask Team Admin	Yes	Settings → Team → Call recording
Keep transcripts without audio	Yes	Yes	Select Full call transcript and leave all audio artefacts unselected
Change S3 filenames, folders, or transcript JSON fields	No	No	Defined by the platform
Set a custom retention period in TelWeb	No	No	Ask the platform operator to manage the bucket lifecycle

Members may see editable recording fields in Team settings, but saving that form currently requires a Team Admin, because it also submits administrative settings. Ask your Team Admin to save destination changes. The destination is shared by the team's apps. AWS permissions and lifecycle management require separate AWS account access; a Delphi role does not grant that access.

Choose recording artefacts

In Flow Designer → Flow Settings → App settings → Recording artefacts, select any combination:

Option	What it retains
Full call transcript	Call context and the full transcript, including reconstructed keypad events.
STT transcript	Caller speech turns.
TTS transcript	Bot speech turns.
Full call audio with denoise processing (if applicable)	The call mix using processed caller audio, when available.
Full call audio	The call mix using caller audio before preprocessing.
STT audio per turn	Individual caller speech excerpts.
TTS audio per turn	Individual bot speech excerpts.

For transcript-only storage, select Full call transcript and leave the audio options unselected. Clear the entire selection to turn S3 recording off. Keypad events are included in the full call transcript and full-call audio when selected; STT/TTS turn artefacts contain speech only.

Configure storage and verify recording

1. Ask a Team Admin to configure Settings → Team → Call recording with the bucket, its AWS region, and the recording IAM role ARN if the deployment uses an assumed role. Use the values supplied by your platform operator; saving these fields does not create an S3 bucket or IAM role.
2. Open the app's Flow Designer → Flow Settings → App settings, select the required Recording artefacts, and save. The Recording frequency setting is available here; use 1 when every call should be recorded.
3. After a call finishes, open its conversation or the app's Latest calls. Selected full-call audio becomes playable after processing completes. A transcript-only call has no audio player. If recording stays in processing or fails, ask the platform operator to check storage access and the recording jobs.

See Team call-recording configuration for the storage fields. Changes to recording settings do not delete existing stored recordings.

What is retained

Delphi stores the selected outputs when the call contains the corresponding audio or turn data. Selecting a transcript artefact retains its text in S3 independently of platform PII redaction; the conversation timeline can still display redacted placeholders.

With no artefacts selected, Delphi does not create new S3 recording artefacts for the app. Conversation records and diagnostic logs can still exist. Their text follows the platform's PII logging policy, so an empty selection does not guarantee that text is absent from every other store.

Retention and existing recordings

Saving a non-empty recording bucket in Team settings makes Delphi attempt to apply a 180-day S3 expiry rule to recording objects. The actual bucket lifecycle determines expiry. A successful Team settings save does not prove the lifecycle rule was installed; ask your platform operator to verify it or arrange a different retention period.

Changing the bucket or role does not migrate earlier recordings. Playback and deletion look in the team's currently configured bucket, so coordinate changes before switching an existing destination. Where Delete recordings is available in TelWeb, it removes the call's S3 recording objects, including its stored transcript files. It does not delete the conversation record or diagnostic logs.

See also

• Conversations — call details and playback.
• Team overview — Call recording — destination fields.
• S3 recording output — operator reference for the exact file layout, JSON schemas, protection, and lifecycle.

Integration-specific sections for next

Generic guidance remains on this page. Exact integration fields and examples are in the assigned recording-contract reference for this release. If an older section link is missing here, open that reference.

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