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How to Enable and Use the WhatsApp Call Recording Feature

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Learning Center Mekari
  • Updated

WhatsApp Call Recording is the latest feature from Mekari Qontak that allows you to automatically record every incoming (inbound) and outgoing (outbound) call. This feature is designed to assist your business in several key areas, including:

  • Transaction & Legal Evidence:
    Serves as a valid document to verify verbal agreements or business transactions to prevent disputes.

  • Service Quality Improvement:
    Helps companies evaluate interactions between Agents and customers to continuously enhance service quality.

  • Employee Training & Evaluation:
    Recorded results can be used as real examples (case studies) to train your team’s communication skills.

  • Documentation & Reference:
    Stores detailed information (such as addresses, instructions, or numerical data) so you don’t have to worry about missing important points.

  • Security & Compliance:
    Ensures business operations remain compliant with industry regulations that require communication records.

In this guide, you will learn the requirements and steps to activate the WhatsApp Call Recording feature.

A. Terms and Conditions for WhatsApp Call Recording

1. WhatsApp Call Recording Package Terms

  • Feature Eligibility
    The WhatsApp Call Recording feature is available for all use case packages (Sales Suite, Service Suite, and Qontak 360), except for the Broadcast and Qontak Lite packages.
  • Eligible Packages that receive WhatsApp Call Recording + Free Initial Quota include:
    1. Sales Suite (Plus/Ultimate)
    2. Service Suite (Plus/Ultimate)
    3. Qontak 360
  • Non-Eligible Packages that do not receive WhatsApp Call Recording + Free Initial Quota include:
    1. Old QSS
      1. Qontak Service Suites Enterprise - CRM
      2. Qontak Service Suites Ultimate - CRM
      3. Qontak Service Suites Plus - CRM
      4. Qontak Service Suites Enterprise - Omnichannel
      5. Qontak Service Suites Ultimate - Omnichannel
      6. Qontak Service Suites Plus - Omnichannel
    2. MIGR
      1. MIGR-QSales - Business Operational
      2. MIGR-QSales - Customer Interaction
      3. MIGR-QService - Business Operational
      4. MIGR-Q360 - Business Operational
      5. MIGR-Q360 - Customer Interaction
      6. MIGR-QService - Customer Interaction
        Packages listed in point 3 can access WhatsApp Call Recording if they purchase an add-on package for WhatsApp Recording.

  • Initial Free Quota
    Each CID (Customer ID) will receive an initial free quota with the following conditions:

Package Free Minutes
Plus 80 min / user
Ultimate 200 min / user
360 300 min / user

Example calculations can be seen below.
- Sales Plus Package: 80 minutes per user.
Example: 5 users × 80 minutes = 400 minutes.
- Qontak360 Package: 300 minutes per user.
Example: 2 users × 300 minutes = 600 minutes.

  • Add-on Packages
    If a CID requires more storage capacity, an add-on package is available for IDR 50,000 per 1,000 minutes. The subscription duration for this package will follow the main contract period.

  • Quota Accumulation
    Purchasing an add-on package will automatically increase the total storage quota. The total capacity formula is:
    Total Quota = Initial Free Quota + Add-on Package Quota

  • Add-on Package Activation
    Subscription to the add-on package can be done by contacting the Customer Support team.

2. Call Recording Data Storage & Deletion Policy

  • File Retention Period
    Recording files will be stored for 2 years. After this period, the system will automatically delete files starting from the oldest.
    Example: A file created on February 6, 2026 will be deleted on February 7, 2028.

  • Full Quota Policy
    If a CID does not renew the add-on package and the storage capacity reaches its maximum (full), Qontak will automatically delete old files to make room for new recordings.

  • Deletion During Grace Period
    The file deletion policy due to full quota still applies after the grace period ends (30 days after the subscription expires).

  • Policy for Churned Customers
    For users who have stopped subscribing (churn), recording files will remain stored in the system for 2 years before permanent deletion.

  • Manual Deletion
    If users manually delete recording files through the user interface (UI), the files will be permanently deleted from the Qontak database after waiting for 1 x 24 hours.

3. FAQ

  1. What happens if the call recording quota is almost used up (e.g., 1 minute left), but the call lasts 10 minutes? 
    The call recording saved will only be 1 minute long, matching the remaining available quota.

  2. If my call recording quota is used up, what should I do? 
    You can manage existing recording files by backing them up first using the download call recording feature. After that, you can delete recording files to free up call recording quota.
    To download and delete recording files, please follow the following guide.

B. Roles That Can Access the Calls Menu

The “Calls” menu can be accessed by all roles (role), with the following access conditions:

  • Agent Role: Can only view call history made or received by the respective Agent.

  • Supervisor and Admin Roles: Can view all call history made or received by all members (including agents and themselves). Additionally, supervisors and admins have access to open the call recording management page (file recording management).

C. Steps to Activate WhatsApp Call Recording

C1. Enabling WhatsApp Call Recording

  1. If you have the Admin role, you can go to the “Call settings” menu.
  2. Then select the “Call” tab.

  3. Next, click the “Recording” tab.

    - Inbound Only: Only records incoming calls from customers.
    – Outbound Only: Only records calls made by Agents to customers.
    - Both: Automatically records all call activities, both inbound and outbound.

  4. Once you enable this toggle, every call made (Inbound and Outbound) will be automatically recorded by the system.

    Important
    Ethics & Compliance (Consent):
    To maintain professionalism and data privacy compliance, we strongly recommend that each Agent always obtains consent from customers at the start of the conversation.
    Example Consent Phrase:
    "Hello, to improve service quality, this conversation will be recorded. Are you willing?"

C2. Accessing WhatsApp Recording Results

After the feature is activated by the Admin, all users can access the recordings by following these steps:

  1. Open the “Calls” menu.
  2. Find the ‘Recording’ column in the call list.
  3. Click the "Play" icon to play the recording directly through the pop-up that appears.

  4. You will see the following pop-up. Click the ‘play’ icon to start listening to the voice recording.

    All Users: Can listen to recordings via the play icon.
    Admin & Supervisor: Have special access to download the recording files to their devices.

  5. After each phone conversation ends, the system will automatically display a pop-up window on the Inbox page as confirmation that the call has been recorded.

  6. For users with the Admin and Supervisor roles, the Calls detail page will show an additional section to monitor service usage in real-time:

     

    - Call Recording Quota Section: A dedicated panel showing the remaining recording quota available.
    - Usage Monitoring: Helps Admin plan quota increases before the usage limit is reached, ensuring recording processes are not interrupted.

C3. Viewing WhatsApp Recording History

  1. On the Calls page, click on the Customer Name you want to review.
  2. You will then be directed to the Call Detail page. Here, you can see the entire call history along with voice recordings in the provided column.

C4. Viewing WhatsApp Recording Quota Usage

To see more detailed usage information, Admin and Supervisor roles can use the View Usage feature:

  1. In the quota section of the Calls menu, click the View Usage button.

  2. You will then be automatically directed to the Quota Usage page. Here, you can monitor detailed quota usage history to ensure the recording service remains available.

  3. Additionally, in the quota monitoring section, Admin and Supervisor roles can press the "Manage Recordings" button to be directed to the Call Recording Management page.

  4. On this page, you have full control over all stored recording files:

  • Listening: Play back conversation contents directly by clicking on a File name.
  • Downloading: Save recording files to personal devices (Admin & Supervisor only).

  • Deleting: Remove recording files that are no longer needed to free up storage space or maintain privacy.

    Important
    Deleted recording files cannot be restored. Make sure you have downloaded important data before performing permanent deletion.

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