Overview
A call answered by Maestro can contain several recording segments, including the AI leg and the human agent leg. Segments appear in call order; a new segment does not replace an earlier one. Older recordings remain available in their legacy format.
Prerequisites
- Recording enabled by the inbox and robot policy.
- A recording notice configured according to the organization's policy.
- The Maestro call integration configured by the platform administrator.
Step by step
- Open the conversation and its recorded call.
- In the recording player, select the segment you want to hear. Segments follow the call order and show their source: AI or Agent.
- A segment marked Partial preserves audio received before an interruption; it does not mean that the whole call was recorded.
- If storage is unavailable, wait for recovery. Maestro retains its pending file until verified storage is acknowledged; an upload attempt is not a storage confirmation.
Settings & options
Recording policy follows the inbox and robot. Human browser uploads keep the size limit they already had. Maestro uploads are divided into smaller, individually identified segments so they can be resent without duplication.
Use cases
When transferring an AI conversation to a human agent, retain both legs to review the full context. If the connection drops, a partial segment preserves what was actually received, without presenting the rest of the call as recorded.
Tips, limits & best practices
An older call with an unsegmented recording does not automatically receive new Maestro segments. The original history is preserved; this case requires a specific adoption procedure, without silently renumbering or replacing audio.
The whatsapp_call_recording_ready integration event keeps its fields and may occur once per
stored segment. Integrations should preserve received URLs and tolerate repeated delivery of the
same event. Exactly-once delivery to an external system is not guaranteed.
Troubleshooting
A segment marked Unavailable has no audio to play yet: choose another segment or try again after the recording is updated. If it stays unavailable, ask the administrator to check the recording policy, storage and Maestro's pending uploads. Do not remove pending files before verified acknowledgement. Do not share keys or webhook bodies in support tickets.