Hello @leighannwheaton,

The Call recording feature in Freshdesk Contact Center (formerly known as Freshcaller) would be available from the Growth (Blossom) plan onwards. In case you are in the right plan and yet you do not see the call recording on outgoing call tickets, please let us know so that we can help you accordingly. 

Thank you,

Freshworks Community Team

How about the ability to play a pre-recoded message on outbound calls disclosing they are being called on a recorded line once the customer answers.

Hi @Randy Hon, we do have an option where you can enable recording opt-in. You can navigate to Admin > Numbers > Select the rightnumber and enable Recording opt in as highlighted in the screenshot below. 

 Once you do that, a message would be played and the customer has to press 1 or 2 to confirm if they are okay for the call to be recorded. By deafult, the following messages to be played: 

"Thank you for calling. We would like to record this call for quality audit and training. To allow us to record this conversation, Press 1. To opt-out of recording this conversation, Press 2.”

You can add your own custom message to be played as mentioned here. 

You can choose which type of calls to be recorded as well: 

 Note:If the caller does not press any IVR input or gives an incorrect input, the call switches to record calls manually mode.

Let us know if this was helpful. Have a good day!