How to Record WhatsApp Calls for Your Team: The Complete Guide
WhatsApp gives no program a way to record a call, which is why most advice on this ends in a dictaphone next to a speakerphone. Here is what actually works for a team: one app on the computer, one on the phone, both reporting to the same account — and a review process at the end of it, because a folder of recordings nobody listens to changes nothing. Eight steps, about forty minutes, no server to run.
The whole process, step by step.
Eight steps from an empty account to a reviewed call. It plays by itself — or take the controls and read at your own pace.
Step 1 of 8
Owner · 2 minutes
Create your company account
Register with a work email and confirm it. You land in a company that already has a scorecard and a sampling rule in it, so there is something to review against before you have written anything yourself.
- No card and no sales call
- A starting scorecard you can edit later
- You are the owner; everyone else is invited
Step 2 of 8
Owner · 5 minutes
Work out which recorder each agent needs
The only real decision on this page, and it follows from how your team already calls. Nobody changes how they work: the recorder goes where the calls are.
- Calls from a computer → the desktop app
- Calls from a handset → the Android app
- Both → install both under one account
Step 3 of 8
Owner · 1 minute each
Invite your agents
Add each person by email and they set their own password from the link. That is why no permanent password is ever put in an email, and why you never hold one.
- Invite by email, in bulk or one at a time
- Each agent sets their own password
- Give your QA people the reviewer role
Step 4 of 8
Each agent · 3 minutes
Install the app on each agent’s device
The installer for Windows, the APK for Android. An agent who has signed in can get both from their own dashboard, so you are not emailing files around the office.
- Windows 10 or 11, 64-bit
- Android 11 or later
- The agent signs in once; it stays signed in
Step 5 of 8
Each agent · 4 minutes
Grant the permissions Android asks for
Seven prompts, each explained on the screen it appears on. The one that decides everything is call capture access — Android deliberately silences ordinary apps during a call, and that permission is what lifts it.
- Call capture access is not optional
- The app lists whatever is still missing
- The desktop app asks for none of this
Step 6 of 8
Each agent · 1 minute
Make one test call
Thirty seconds to a colleague. Watch the recording notice appear, hang up, and check the call reaches the dashboard. Do this once per device and a bad permission is found now rather than in a month.
- The notice is visible for the whole call
- The call appears within a minute of hanging up
- Play it back and listen to both sides
Step 7 of 8
Owner or QA lead · 20 minutes
Decide what a good call sounds like
Write the criteria you actually care about, weight them, and mark the mistakes that fail a call outright. Then set how many calls per agent get reviewed, and the queue fills itself from the next shift.
- Weighted criteria, in your words
- Critical failures that override the score
- A sampling rule per agent, per period
Step 8 of 8
QA reviewer · ongoing
Review, score and coach
A reviewer works the queue, pins notes to the second a thing happened, and leaves an improvement area with a follow-up date. The agent reads it on their own page. That loop is the point of all of the above.
- Notes timestamped to the moment
- The agent sees their score and feedback
- Coverage figures show the sample behind every average
Step 1 of 8 — Create your company account
When the eight are done
Which recorder does your team need?
Step two in detail, because it is the only real decision here and everything afterwards follows from it. You do not choose by feature list — you choose by how your team already makes calls.
Your team calls from a computer
The desktop app
Windows 10 or 11, 64-bit
Agents make and take WhatsApp calls inside the app’s own window, which is running WhatsApp Web. Because the app is the thing playing the call rather than a microphone listening to a speaker, both sides are captured at full strength.
Best audio. Choose this where you have the choice.
Your team calls from a handset
The Android app
Android 11 or later
Records every call the phone carries — WhatsApp, Telegram, Viber and the SIM line — through the handset’s microphone, because Android hands no app the call stream itself. Both sides are captured; the far end is quieter.
Widest coverage. One app for every kind of call.
Some agents do both
Install both
One account, two devices
An agent signed in on a computer and a handset at the same time is normal and supported. Each call arrives labelled with the recorder that caught it, so a reviewer always knows which kind of audio they are about to hear.
Nothing to reconcile. One list, one scorecard.
How the two apps become one record.
This is the part that is hard to picture from a feature list. Two different machines, capturing in two different ways, producing one list of calls belonging to one person — because what they report to is an account rather than a device.
The desktop app
Windows 10 or 11
- Records
- WhatsApp calls made in its own window
- How
- Captures the audio of the WhatsApp view directly
- You get
- Both sides, at full strength
- Agent signs in
- Calls as usual inside the app
- Audio captured from the view
The Android app
Android 11 or later
- Records
- Every call the handset carries, including the SIM line
- How
- Records through the microphone while the call runs
- You get
- Both sides; the far end quieter
- Agent signs in
- Calls as usual, in any app
- Microphone records the call
One agent account
One computer and one phone may be signed in at a time, both as the same person. Each call arrives labelled with the app that carried it and the recorder that captured it, so a reviewer knows what they are listening to and an owner can read coverage per device. Either session can be ended from the dashboard when a handset is lost or somebody leaves.
Uploaded when there is a network
Retried every five minutes; the backlog goes up together when signal returns.
Deleted from the device
The local copy goes once the server confirms it has the audio.
One queue for reviewers
Desktop and phone calls are scored against the same scorecard.
Who does what.
Three roles, and only one of them installs anything. The limits matter as much as the abilities — they are the answer when somebody asks whether a colleague can listen to their calls.
The agent
Installs: The desktop app, the Android app, or both
- Makes calls exactly as before
- Reads their own scores and written feedback
- Replays their own calls, when the owner allows it
Cannot see anybody else’s calls, scores or feedback.
The QA reviewer
Installs: Nothing — a browser page
- Works a queue of sampled calls
- Scores against your scorecard and pins notes to the second
- Leaves an improvement area with a follow-up date
Cannot change the scorecard or the sampling rule.
The company owner
Installs: Nothing — a browser page
- Writes the scorecard and sets how much gets reviewed
- Invites people and ends a lost device’s session
- Reads coverage and trends per agent, with sample sizes
Cannot quietly edit a review after it has gone to an agent.
What the phone asks for.
Step five in full. Seven prompts, each explained on the screen it appears on. Four of them are the difference between a recording and an empty file, and the app’s own settings page tells an agent which are still missing.
The desktop app asks for none of this. It records the WhatsApp view inside its own window, so the permission to do it is the installation.
The one that decides everything. Android deliberately silences ordinary apps during a call; this is the accessibility permission that lifts it. Without it the call is logged and the audio is empty.
What the recording is made from. Android gives no app the call stream itself, so the handset records what its microphone hears.
So the app knows a call started, which way it went, how long it lasted and who it was with.
The permanent notice saying collection is running. Recording is never silent, and this is the part that makes that true.
How WhatsApp, Telegram and Viber calls are noticed at all: those apps announce a call in the notification shade and nowhere else.
So a manufacturer’s power saver does not stop the collector halfway through a shift. Skip it and expect gaps on some handsets.
Lets the app pick up a recording the handset’s own dialer wrote, which on some phones is better audio than the microphone.
What you get for every call.
One row per call, and seven things on it. Understand this row and you understand the whole product — every screen in the dashboard is a view of these fields.
| When | Agent | Customer | Dir | Source | Duration | Recording | Score |
|---|---|---|---|---|---|---|---|
| 19 Oct, 14:32 | Amina Rashid | Dana Haddad+964 770 123 4567 | OutWhatsApp | Mobile | 4:12 | Available | 8.6/10 |
Who
The agent, from the account the recorder signed in as — never the machine.
Customer
Name where the phone knew it, number otherwise.
Direction
In or out, read from the handset’s own call log.
Platform
WhatsApp, Telegram, Viber or the SIM line — which app carried it.
Source
Desktop or mobile: which recorder captured it, and so what the audio is.
Recording
Available, or expired once retention has removed the audio.
Score
Blank until somebody reviews it. Blank is not zero, and never shown as one.
Recording is the easy half.
A team that records everything and reviews nothing has spent money to build an archive. Step eight is what turns the archive into a habit, and it is the reason this is a product rather than a recorder.
A fair sample reaches the queue
You set how many calls per agent per period. Spread across the team rather than taken from whoever is easiest to review, and attempts nobody answered are counted in the figures but kept out of the queue — there is nothing to listen to.
A reviewer scores it
Against criteria you wrote, weighted, with the mistakes that fail a call outright marked as such. Notes are pinned to the second a thing happened, so feedback is about a moment rather than an impression.
The agent reads it
On their own page: the score, the notes written for them, and the recording itself when you allow replaying your own calls. A supervisor’s private notes are never part of that.
Coaching, then the figures
An improvement area with a follow-up date, and coverage per person with the number of reviews behind every average — so you can tell a good week from a small sample.
Consent, and what happens to the audio.
Recording calls is lawful in many places and conditional in others, and the condition is usually that the people on the call know. That is your responsibility: the product makes recording visible and keeps the record, and nothing on this page is legal advice.
What it does do is make the honest version easy. There is no hidden mode to turn on, no silent capture, and an agent can always see that collection is running — which is the part a works council or a regulator asks about first.
Visible while it happens
A notice on screen during the call and a permanent notification while the recorder runs.
Deleted on a schedule
Audio is removed automatically 90 days after the call. The score and the written feedback stay.
Scoped to your company
Every call endpoint is scoped to one company. Platform staff cannot play your recordings, and they are never used to train AI models.
Playback is logged
Every time somebody opens a recording it is written to the audit log: who listened to whose call, and when.
When a call is missing.
Six things that actually go wrong, what causes each, and what to do. Most of them are a permission an Android update switched off.
| What you see | Why | What to do |
|---|---|---|
| The call is listed with no recording | Call capture access is off, or was switched off by a system update. | Settings in the app shows which permissions are missing. Turn Qualitify back on in the Accessibility list. |
| The agent is loud and the customer is faint | Normal for a phone recording: it is a microphone in a room, not the line. | Hold the handset to the ear rather than using speakerphone, or run the desktop app where the call is a WhatsApp Web call. |
| Calls stop appearing mid-shift | A battery saver killed the collector — common on Xiaomi, Oppo and Samsung. | Allow “ignore battery optimisation”, and on those handsets also lock the app in the recents list. |
| Nothing uploads, but the app says it recorded | No network. The recording is waiting on the phone, not lost. | Nothing to do. It retries every five minutes and sends the backlog when a network returns. |
| A call appears twice | The agent took it on both the computer and the phone. | Expected: each device records what it saw. Score one and skip the other with a reason. |
| Signing in is refused on a second machine | One computer and one phone per account, on purpose. | End the other session from the dashboard, then sign in again. |
More detail on each half: what the Android app records, WhatsApp call quality assurance and how the whole platform fits together.