Set up call recording on your team's phones
Set up each rep's phone once: every lead call lands on the lead with its recording, the lead's name shows when they call, and a new number you call can be saved as a lead.
ViveLead does not record calls. The phone does. The ViveLead app picks up the file the phone saved, matches it to the call, and puts it on the lead. Set it up once on each phone and every lead call after that lands with its recording, in the app and on the dashboard. The same setup shows you who is calling before you pick up, and lets you save a new number you called as a lead.
Before you start
- Plan: Professional or Business. On Starter, calls still log with their time, length and direction, but recordings are not uploaded. See pricing.
- Android only. iPhone does not let any app read call recordings or the call log.
- Each rep sets up their own phone, signed in as themselves. A recording uploads only from the phone of the rep who made the call.
- The phone has to record calls on its own. See step 1. If it cannot, calls still log on the lead, without a recording.
1. Turn on auto-record in the Phone app
Do this in the phone’s own Phone app, not in ViveLead. Set it to record all calls automatically, then note the folder. You need it in step 5.
| Phone | Turn it on | Folder to link |
|---|---|---|
| Samsung | Phone app, then ⋮, Settings, Record calls, Auto record calls, All calls | Internal storage › Recordings › Call |
| Xiaomi, Redmi, POCO (Mi Dialer) | Phone app, then Settings, Call recording, Record calls automatically | Internal storage › MIUI › sound_recorder › call_rec |
| realme, OPPO, OnePlus (own Phone app) | Phone app, then ⋮, Settings, Call Recording, Record All Calls | Internal storage › Music › Recordings › Call Recordings |
| vivo, iQOO (own Phone app) | Phone app, then ⋮, Call Settings, Call Recording, Record all calls automatically | Internal storage › Record › Call |
| Pixel, Motorola, Nokia, Nothing, and other phones with Google’s Phone app | Not possible. Recordings stay inside the Phone app, where no other app can read them | None |
Many newer Xiaomi, vivo, OPPO, realme and OnePlus phones come with Google’s Phone app instead of their own. You can tell from its recording settings: Google’s offers Numbers not in your contacts and Selected numbers, with no option for all calls. Its recordings stay inside it and cannot sync. Menus move between phone updates, so if yours looks different, search the Phone app’s settings for record.
✅ Done when the Phone app is set to record every call on its own.
💡 Not sure which folder? Make a short call, then open the phone’s Files app and find the newest audio file. The folder it sits in is the one to link in step 5.
2. Allow call access in ViveLead
The first time ViveLead opens on a phone, it asks for call access. Tap Continue, then Allow on each Android prompt. That is how the app knows which call a recording belongs to.
Two SIMs in the phone? Pick your work SIM when the app asks Which SIM do you use for work? Calls on the other SIM, and their recordings, stay on the phone.
⚠️ Tapped Not now? The app does not ask again by itself. Open any lead’s Calls tab, tap Sync recent calls, then Grant.
3. See who is calling, before you pick up
When a lead calls, ViveLead puts a card on the screen with their name, stage and source. Tap Open lead to see their details while it rings. A caller who is not a lead shows Not in your leads, with Save lead.
Android shows that card only once you switch on Display over other apps for ViveLead. The app asks for it once, after your first calls, with See who is calling, before you pick up. Tap Open settings. Android opens a list of every app on the phone: scroll down, tap ViveLead, turn on Allow display over other apps, then come back to ViveLead.
✅ Done when ViveLead says All set.
To check it later, or if you tapped Not now: long-press the ViveLead icon, tap App info, scroll down to Advanced and open Display over other apps. It should say Allowed. On Samsung phones the same switch is called Appear on top. If your phone shows neither, search its Settings for Display over other apps and turn it on for ViveLead.
4. Keep ViveLead running in the background
Some phones stop apps in the background to save battery. Then calls reach the CRM only when you open ViveLead, and the app shows Let ViveLead run in the background. Tap Open settings and Android opens ViveLead’s App info. Tap App battery usage, then Allow background usage, and choose Unrestricted. You can set this before the app asks.
Menus differ between phones. On Samsung, App info has Battery, then Unrestricted. If yours looks different, open the battery option on ViveLead’s App info and pick the one without restrictions.
✅ Done when ViveLead’s battery setting says Unrestricted.
5. Link the recordings folder
In the ViveLead app, open the menu, tap Profile, then Call recording setup under Settings. The screen says Action needed: pick your recordings folder. Tap Pick folder.
Android’s folder picker opens. Go into the folder from step 1, the one the recording files are in, tap Use this folder, then Allow.
✅ Done when the screen says You’re all set and Folder linked names your recordings folder.
⚠️ Pick the folder the files are in, not the one above it. ViveLead reads the files directly inside the folder you pick, not the folders inside it. On a Samsung that is Call inside Recordings, not Recordings.
At the bottom, Where is my recording folder? shows where your phone’s brand saves recordings.
6. Make a test call
Open a lead in the app, tap Call, talk for a bit, and hang up. Then open ViveLead again. The app finds the recording, matches it to the call and uploads it, usually within a minute, on Wi-Fi or mobile data.
Open the lead’s Calls tab. The call now has a ▶ button. Tap it to listen.
✅ Done when the test call has a ▶ on the lead’s Calls tab and it plays.
Calls from before you set this up: linking the folder also picks up the last 30 days of recordings, for calls already on the lead. Scan now on Call recording setup does the same again. A call that never reached the lead: open the lead’s Calls tab and tap Sync recent calls. It brings in the last 7 days of calls with that lead, and their recordings.
7. Play it on the dashboard
On dashboard.vivelead.com, open the lead. The call sits on the Timelines tab as CALL LOGGED, with who made it, Outbound or Inbound, Connected, and how long it lasted. Click Load recording, then press play.
To keep a copy, click the three dots on the player, then Download.
Who can listen: anyone in your company who can open that lead. Reps open the leads they own or created; admins open all of them. See Assign leads and control who sees them.
✅ Done when the recording plays from the lead on the dashboard.
A recording is often a few seconds shorter than the call. Phones start recording a moment after the call connects.
See every rep’s calls
Open Reports & Analytics, then the Team tab. Call activity shows each person’s total, outgoing, incoming, connected and missed calls, and their talk time.
Calls to a number that is not a lead yet
A call you make to a number that is not a lead stays on your phone. It is not uploaded and does not show anywhere in ViveLead. That keeps personal calls out of the CRM.
If the call connected, the next time you open ViveLead it asks Add this number to the CRM? Tap Save as lead and the number becomes your lead, with the call on its timeline. Not a lead keeps that number out of the CRM for good. Swipe the question away and the app asks again later, for up to a day after the call.
Two SIMs, and a work SIM picked? The app also offers Show a card when you dial a new number. Tap Continue and allow it. Then a card with Save lead comes up while you dial a new number on your work SIM. It needs Display over other apps from step 3.
A call from a number that is not a lead shows the card with Not in your leads and Save lead. To add every such caller as a lead by itself, an admin turns on Treat Incoming Calls as Leads on the dashboard: Controls, then Account Setting, then the Account Configuration tab.
What gets a recording, and what does not
| Call | Recording? |
|---|---|
| A lead call that connected, on the work SIM | Yes |
| A missed call, or one that never connected | No. There is nothing to record |
| A call to a number that is not a lead | No. Calls to unknown numbers stay on the phone. See Calls to a number that is not a lead yet |
| A call on your personal SIM | No, unless you started it from a lead in ViveLead |
| A WhatsApp call | No. Only phone calls on the SIM |
| A call on an iPhone | No |
| A very long call | Files over 50 MB are not uploaded. On some phones that is a call of about 50 minutes |
If it does not work
| What you see | What it means | What to do |
|---|---|---|
| The call is on the lead, but no ▶ in the app and no Load recording on the dashboard | The phone did not record it, or ViveLead is linked to the wrong folder | Check step 1 with a test call. Then open Call recording setup and tap Scan now |
| No recordings found in this folder after Scan now | The folder is wrong, or the Phone app is not recording. It also says this when everything in the folder is already uploaded | Find the newest recording in the Files app and link that folder with Change folder |
| Action needed: re-pick your folder | Android no longer lets ViveLead read that folder | Tap Change folder and pick it again |
| N recordings could not be uploaded | The phone was offline when it tried | Tap Retry once the phone is online |
| Recordings stay inside the Phone app under Where is my recording folder? | The phone records with Google’s Phone app, which keeps recordings to itself | Calls still log on the lead. Recordings cannot sync from this phone |
| No Call recording setup under Profile | The phone is an iPhone, or the plan does not include recording | It is on Android, on Professional and Business |
| The call is not on the lead at all | The number is not a lead, or it went out on the other SIM | Check the number on the lead, and Profile, then Work SIM |
| A call to a new number is nowhere in ViveLead | Calls to numbers that are not leads stay on the phone | Open ViveLead and tap Save as lead when it asks Add this number to the CRM? Tapped Not a lead? Add the lead by hand, then tap Sync recent calls on its Calls tab |
| No ViveLead card when a lead calls | Display over other apps is off for ViveLead | Turn it on, see step 3 |
| Calls reach the CRM only after you open the app, or the app says Let ViveLead run in the background | The phone stops ViveLead in the background | Set ViveLead’s battery use to Unrestricted, see step 4 |
Quick answers
- Does ViveLead record my calls? No. Your phone records them. ViveLead uploads the file and links it to the lead.
- Is the recording deleted from my phone? No. ViveLead uploads a copy. The file stays where the Phone app saved it.
- Does it eat my data? A minute of recording is about 0.25 to 1 MB, depending on the phone.
- Calling from the dashboard instead? That is cloud calling on the Business plan, and it records differently. See Call a lead from ViveLead.
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