By default, agents are not allowed to download call recordings. However, Super Admins can override this setting.

To allow downloads:

  1. Go to Admin Dashboard > Channels > Voice > Call Settings.

  2. Locate the setting called "CanDownloadRecord".

  3. Set it to: True to allow downloads, or False to restrict them.

⚠️ Grant download permissions selectively to ensure compliance with internal data governance.