Short answer
Separate permissions for listening to, downloading, sharing and accessing recordings through integrations. Assign only what each role needs and verify access with test profiles; a role name does not establish its actual permissions.
Key verification: Review exports and external copies as well as access inside the phone system.
Sources and limitationsSeparately manage who can listen to a recording, download it, share it, and access it from an integration. Giving access to a call should not automatically mean allowing copies outside the system. Test controls against real test profiles: the name of a role does not demonstrate its scope.
This guide is based on recordings whose creation and processing have already been authorized and reviewed. Technical permissions alone do not determine whether it is legal to record a conversation.
Start with the task that each person needs
| Function | Proposed need | Limit to check |
|---|---|---|
| Person who answers | Consult their conversations when the task requires it | Access to other people's calls and download |
| Quality manager | Review the required sample from the team | Scope by team and mass export |
| Technical administration | Configure and resolve incidents | Elevated permissions and registered account |
| Marketing agency | Receive agreed results and metrics | Unnecessary audio and identifying data |
| Integration | Access only necessary fields | Copies, credentials and external links |
This is a proposed matrix, not a description of the permissions offered by each product. If the system doesn't allow the limit you need, consider another work organization or ask the provider for a verifiable solution.
Aircall: distinguish agent, supervisor and administrator
The official Aircall role table indicates access by the agent to his own recordings and by Supervisor and Admin to those of other people. Therefore, “Supervisor” is not equivalent to a role without extensive access to audio.
Also confirm permissions by number and application. The play, copy link, download and delete functions should not be summarized in a single "has access" box. The call history shows the controls available in that environment; Test them with the profile to which you are going to assign the job.
CloudTalk: Review global rules and user exceptions
CloudTalk separates visibility, playback, and download. Some individual rules prevail over the company configuration, and the behavior of supervisors and analysts requires specific attention. See the recording documentation and the data access controls .
Assigning a person to a group or call number does not by itself create data isolation. Within an account, CloudTalk cautions that its restrictions do not constitute complete separation by agent. If you need independent wallets, demand to verify that condition before choosing the platform.
Check the path of the copies
Take inventory of the places where the audio or its transcription ends: phone panel, CRM, analysis tool, export, and a person's device. A permission withdrawn at the phone system does not guarantee that a previously downloaded copy will disappear.
For each destination, write down the person responsible, purpose of use, access, retention period decided and withdrawal procedure. Don't upload real recordings to rehearsal services to see if they work. It uses a fictional conversation with informed people and test data.
If an agency only needs to classify results, consider whether a business statement or a revised summary without audio is enough. Reducing the information that circulates also simplifies operation and corrections.
A test of permissions in five actions
- Create an identified rehearsal recording.
- Log in with an agent profile and check your own call and another call.
- Try to play, download and open the link from the intended destinations.
- Remove the permission or assignment from the profile and repeat with a new session.
- Check which copies and integrations remain available.
Record allowed or denied by action, application and profile. A screenshot of the admin panel only shows the configuration intent; The test with the limited account checks the result.
Onboarding, role changes and departures
Assign access with nominated accounts and review what changes when a person goes from care to supervision. Remove unnecessary permissions and integrations when ending a collaboration. Avoid sharing an administrative account so it's clear who made each change.
If you are going to use conversation AI, review this path first and then the quality assessment method . Useful classification and correct access control are different requirements.
Sources and limitations
Documentary review: . Content type: Documentation-based procedure.
Sources describe terms and capabilities stated by their owners. Proposed protocols and fictional examples do not establish product tests performed by CallsIQ.
- official Aircall role tablesupport.aircall.io
- call historysupport.aircall.io
- recording documentationhelp.cloudtalk.io
- data access controlshelp.cloudtalk.io
Check current terms
Consider these options if they solve the problem described. Confirm features, limits and availability in your country.
AircallOfficial plans and termsCloudTalkAffiliate linkThe labelled commercial links may earn CallsIQ a commission or referral reward. Our commercial policy.
Official sources, explained calculations and clearly labelled examples. Read about our methodology and use of AI in writing.