During any call in SalesSheet, you have access to advanced call controls including hold, speaker boost, mute, and recording. These controls appear as part of the 6-button grid on the in-call screen and work with both desktop and mobile calling.
This guide covers each control in detail, explains how call recordings are stored and accessed, outlines recording consent requirements, and provides troubleshooting steps for common issues.
Hold
The Hold button (Pause/Play icon) puts the current call on hold. When active, the button highlights in yellow and the other party hears hold music. Click again to resume the call. Hold is useful when you need to look up information, consult with a colleague, or pull up a document during a live conversation.
While the call is on hold, the call timer continues to run but the hold duration is tracked separately. In the call log, you can see both the total call duration and the amount of time spent on hold. The other party hears a default hold music track - this cannot be customized at this time.
If you need to step away for an extended period, consider letting the other party know before placing them on hold. Calls placed on hold for more than five minutes may time out depending on the carrier on the other end. For brief pauses (under 30 seconds), using the Mute button instead of Hold can feel less disruptive to the conversation flow.
Speaker Boost
The Speaker Boost button (Volume2 icon) amplifies the incoming audio. When active, the button highlights in blue. This is a software-level boost applied to the WebRTC audio stream - useful in noisy environments where you need the caller's voice to be louder and clearer. Speaker boost does not affect your microphone input or what the other party hears.
Speaker Boost applies a gain increase of approximately 6 dB to the incoming audio signal. This is processed entirely in the browser using the Web Audio API, so it does not introduce any latency or affect the call quality on the other party's end. If you are using headphones, be mindful that the boosted audio may be louder than expected - start with your system volume at a moderate level before enabling the boost.
Speaker Boost is independent of your system volume controls. You can use both together: set your system volume to a comfortable level, then toggle Speaker Boost on or off as needed during the call. The setting resets after each call - it does not persist between sessions.
Mute
The Mute button (Mic/MicOff icon) mutes your microphone. When active, the button highlights in red and a muted microphone icon appears next to the call timer as a visual reminder. The other party will not hear you while muted. Click again to unmute.
Mute is processed locally in your browser - your microphone audio stream is silenced before it reaches the WebRTC connection, so there is zero chance of audio leaking through. This makes Mute a reliable option for situations where you need to cough, speak to someone nearby, or handle background noise. Unlike Hold, the other party does not hear hold music or any indication that you are muted - the call simply goes silent on your end.
Call Recording
The Record button (Circle icon) starts recording the call. When active, a red REC badge with a pulsing dot appears at the top of the in-call screen. The recording is captured server-side and automatically saved to the contact's activity timeline when the call ends.
After the call, you can play back the recording using the AudioPlayer embedded in the timeline. An AI summary is also generated, extracting key points, action items, and decisions from the conversation. The AI transcript is available within 1–2 minutes after the call ends and is stored alongside the audio recording in the contact's timeline entry.
You can start and stop recording at any point during the call. If you stop recording and then start again, a new recording segment is created. All segments are saved to the timeline as separate entries. This is useful if you want to record only the key portions of a longer conversation.
Recording Consent and Compliance
Call recording laws vary by jurisdiction. In many US states, only one party needs to consent to recording (one-party consent), but several states require all parties on the call to be informed and to agree (two-party consent). States with two-party consent laws include California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington.
SalesSheet does not automatically notify the other party when recording begins. It is your responsibility to inform the other party that the call is being recorded if required by applicable law. A common practice is to state at the beginning of the call: "I'd like to record this call for my notes - is that okay with you?"
For teams that need to comply with two-party consent requirements, we recommend establishing a standard practice of verbally requesting consent before clicking the Record button. Your account administrator can also enable an optional recording disclaimer that plays an automated message when recording starts, though this feature is available only on Enterprise plans.
Recording Storage and Access
Call recordings are stored securely on our telephony infrastructure and linked to your SalesSheet account. Here are the key details about storage and access:
- Storage duration: Recordings are retained for 90 days on the Pro plan and indefinitely on the Enterprise plan. After the retention period, recordings are automatically deleted from our servers.
- File format: Recordings are stored as MP3 files and can be played back directly in the browser using the embedded AudioPlayer in the contact timeline.
- Access permissions: Any team member with access to the contact record can view and play back call recordings. Account administrators can restrict recording access through role-based permissions in Settings > Team > Roles.
- Downloading recordings: You can download a recording as an MP3 file by clicking the download icon on the AudioPlayer in the timeline. Downloaded recordings can be shared externally or archived according to your organization's policies.
- AI summaries: Each recording includes an AI-generated summary with key points, action items, and decisions. The summary is generated automatically and appears alongside the recording in the timeline within 1–2 minutes after the call ends.
Accessing Recordings After the Call
There are several ways to find and review your call recordings:
- Contact timeline: Navigate to the contact record and scroll through the timeline. Recorded calls display an AudioPlayer widget with a play button, progress bar, and the AI summary below.
- Call log: Go to Calling > Call Log in the left sidebar. Recorded calls are marked with a small recording icon. Click any entry to expand it and access the recording player and transcript.
- AI chat: Ask the AI assistant "Show me recent call recordings" or "Find the recording of my call with Sarah last Tuesday." The AI can locate and link to specific recordings based on contact name, date, or topic.
Pro Tip
Start recording at the beginning of every important sales call. You'll get an AI-generated summary with action items that appears automatically in the contact's timeline - no manual note-taking required. This is especially valuable for discovery calls where you need to capture pain points, budget, and timeline details. Reviewing recordings is also an excellent coaching tool for managers who want to help reps improve their call technique.
Important
Always obtain consent before recording a call if required by your jurisdiction's laws. SalesSheet is not responsible for ensuring compliance with local recording consent regulations - this is the responsibility of the user initiating the recording. When in doubt, inform the other party that the call is being recorded and obtain their verbal agreement before clicking the Record button.
Troubleshooting
Recording didn't save after the call ended.
Recordings are processed server-side and may take 30–60 seconds to appear in the timeline after the call ends. If a recording still doesn't appear after a few minutes, check that the call lasted at least a few seconds after clicking Record - very short recordings (under 3 seconds) may not be captured. Also verify that you clicked the Record button and saw the red REC badge during the call. If the issue persists across multiple calls, contact support with the call date and time so we can investigate on the server side.
Hold music sounds distorted or is too quiet.
Hold music quality depends on the network connection. If the hold experience is poor, try using hold sparingly and instead mute your microphone while you look up information. The other party will still be on the line but won't hear background noise. If distortion is a recurring problem, check your internet connection speed - hold music streaming requires minimal bandwidth but can degrade on very slow or congested connections.
Speaker Boost doesn't seem to make a difference.
Speaker Boost amplifies the incoming audio signal by approximately 6 dB. If the caller's audio is already at maximum volume in your system settings, the boost may be less noticeable. First, check that your system volume is not already at 100% - try setting it to around 60–70% and then enabling Speaker Boost. If the caller's voice is still too quiet, the issue may be on their end (speaking too far from their microphone) or related to network conditions affecting the audio stream quality.
The Mute button doesn't seem to work - the other party can still hear me.
Verify that the Mute button is highlighted in red, which indicates it is active. If you click Mute but the button does not change color, try clicking it again. In rare cases, a browser audio session issue can prevent mute from engaging. Refresh the page and reconnect the call if the problem persists. Also check that you are not using a headset with a hardware mute button that may be overriding the software mute state.