Call Recordings
Updated
Brands can choose to record video calls between agents and customers for compliance, audit, and agent training purposes. Recordings can be stored either in AWS or exported to on‑premise servers:
AWS Recording & Transcription: Uses AWS Chime with service‑linked roles and an S3 bucket for storage. For detailed configuration steps, see the AWS article.
On‑Premise Export: Uses Sprinklr’s Unified Data Connector (UDC) to securely transfer recordings from Sprinklr’s private AWS S3 bucket to brand‑managed infrastructure.
Recording Modes
Brands can select one of two recording modes:
Single Participant Recording (Default): Captures only the active speaker’s video (agent or customer).
Both Participant Recording: Captures both agent and customer video streams simultaneously. Contact Sprinklr Support to enable this mode after completing configuration.
AWS Setup
Prerequisites (AWS)
Before you begin, ensure the following prerequisites are met:
AWS S3 bucket: An S3 bucket must be associated with your AWS account. This bucket will be used for Chime‑side recording storage.
AWS account number: Provide your AWS account number to process video call recordings.
If you choose to record video calls, note a few clarifications:
Note: Consider the following points:
Video call recordings are stored in your AWS Chime account S3 bucket
Video call recordings are also stored in Sprinklr AWS S3 which allows you to view the recording in the Sprinklr platform.
There is no cost associated with storage of video call recordings.
Sprinklr supports purging/deletion of recordings after a defined number of days.
A “view recording” permission is available to ensure only authorized agents can access video call recordings.
Configuration Overview
Recording options can be enabled directly from the Live Chat application builder:
Navigate to Video and Audio Call.
Select the recording type that fits your use case:
Video and audio
Audio only
None
For detailed AWS setup steps (service‑linked roles, bucket policies, account linking), see:
Export Video Recordings to On-Premise
Brands can export Live Chat video recordings from Sprinklr’s private AWS S3 storage to their own on‑premise servers using the Unified Data Connector (UDC). This capability ensures compliance with internal data residency and security mandates while giving teams full control to manage, archive, and analyze recordings within their infrastructure.
Note: Access to this feature is controlled by a dynamic property (DP). To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Key Benefits
Compliance: Meet regulatory and internal policy requirements.
Control: Decide how recordings are stored, accessed, and retained.
Flexibility: Integrate recordings into existing workflows and analytics systems.
Configuration Overview
To enable on‑premise export, create a UDC Export Connector in Entity Studio and configure it for Video Chat Recording as the entity type.
Exporter Type: Raw Entity
Entity: Video Chat Recording
Destination Type: Choose from supported options (e.g., SFTP, Cloud Storage, Local System, GCS).
Destination Settings: Provide host, port, authentication, and directory details.
Scheduling: Set up recurring exports to automate delivery.
For detailed step‑by‑step instructions, see the voice recording export guide.