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  • 1.  What if we transfer the call and make it secure flow? Call will not be recorded right?

    Posted 03-17-2026 00:04
    Edited by Jason Kleitz 03-17-2026 09:31

    What if we transfer the call and make it secure flow? Call will not be recorded right?


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    kranthi Muppa
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  • 2.  RE: What if we transfer the call and make it secure flow? Call will not be recorded right?

    Posted 03-17-2026 06:36

    Hi Kranthi

    Please see info regarding recording in the resource center article - https://help.genesys.cloud/articles/secure-flow-scenarios/ & https://help.genesys.cloud/articles/secure-flows/

    https://help.genesys.cloud/articles/configure-secure-pause-actions-scripts/

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: What if we transfer the call and make it secure flow? Call will not be recorded right?
    Best Answer

    Posted 03-17-2026 09:31

    When transferring a call to a secure flow, the recording of the call is paused.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 4.  RE: What if we transfer the call and make it secure flow? Call will not be recorded right?

    Posted 03-18-2026 06:50

    Hi Kranthi,

    If you transfer a call to a secure ivr flow then the call will not be recorded, the recording will be paused automatically. Once the caller completes their secure entry and the call is transferred back to the agent, recording can resume normal.

    These flows are used to handle sensitive interactions such as taking payments.

    Thanks

    James 



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    James Brannigan
    Senior Technical Account Manager
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    Original Message


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