How to Access a Call Recording from RingDNA

You can listen to an available RingDNA call recording from the contact’s Activity tab, open its Conversation AI view for transcript review, or locate recordings through an admin report. Use the route that fits the task and your access.

Play a recording from contact activity

1. Open the contact record in Salesforce and its RingDNA view.
2. Select Activity and locate the desired call.
3. Select the green Play button beside an available recording.
4. Listen to the conversation and capture the follow-up or coaching action.

Activity playback walkthrough

Open the Conversation AI view

In Salesforce, use the call’s linked phone number to open RingDNA. When a Conversation AI link is available for that call, select it to open the conversation view. From there, listen to the recording and review the available transcript, keywords, questions, and metrics. Recording and analysis availability depend on your setup and processing; a call’s duration alone does not guarantee the link will exist.

Find a recording in the admin report

1. With the appropriate access, switch to Admin View and open Reports → Call Recordings.
2. Select View Report and refresh the report if necessary.
3. Use search and sorting to locate the call.
4. Select Examine this Salesforce record to review the associated CRM record.
5. Open the Conversation Recording ID and the recording URL in the Conversations tab to reach the conversation’s recording and analysis.

If a recording is missing or will not play

Confirm the contact, call date, and report filters. Then ask your administrator to check recording settings, processing, retention, and your access to that call. A call without a recording cannot be recovered by searching its transcript. Share recordings only through the access your organization permits.

For targeted review, see how to search transcripts and tracked keywords. Explore the Salesforce dialer and Conversation AI workflows.