Why is a call recording missing or "pending"?
A recording usually shows Recording pending for a short time right after a call — recordings arrive from your CRM a little after the call ends, so just refresh in a bit. If a call truly had no recording, it shows No recording available. Older recordings are archived to keep things lean and can be restored on demand.
What the states mean
- Recording pending — the recording hasn't arrived from your CRM yet. This is normal for recent calls; check back shortly.
- No recording available — no audio was captured for this call, so there's nothing to play (and AI analysis that needs audio can't run).
- Audio archived — older recordings are removed from fast storage after a couple of months. Click Restore from CRM (or Restore in a client portal) to pull it back.
- Recording is unavailable right now — the file couldn't load this moment; try again.
Why it matters
Some analysis depends on the recording — for example, detecting whether a transferred call was picked up. If a recording is missing or incomplete, the pickup status may show Needs review, which you can correct manually.