Twilio Recording: Pause and Resume

Question

I believe the answer is no, but does Twilio provide ability to pause/resume a recording? Use case is recording a call, but pausing recording when collecting sensitive information. From the REST documentation, it doesn't appear to be a supported capability. Thought someone might have found some options for this requirement.

Answer 1

The Recording Pause & Resume feature is now supported in the Twilio API. Here's a link that gets you started:

https://support.twilio.com/hc/en-us/articles/360010199074-Getting-Started-with-Call-Recording-Controls#pause_resume

Answer 2

This is possible, though it's not wholly obvious how from the documentation.

You can modify call state using the REST API, as per https://www.twilio.com/docs/api/rest/change-call-state , and we basically use it to tell the call to re-dial to the same agent (presumably this is a call centre?) but with no-record, and then again with record re-activated once we're done.

You end up with two separate recordings for the call, which in our case we download, stitch together, and store back to our storage platform.

Edit:

Having discussed this issue with Twilio support, there's another possibility which allows you to just have a single recording.

Instead of dialling the two ends of the call together, you instead put them both into a conference that's recorded when you initially connect the call. When you want to pause it, using the REST API, you add a new "hold" leg into the conference, then move the two real ends of the call onto a new conference that isn't recorded. When you're done, you move them back again and it's "unpaused". You then only have one recording from the original conference.

None of these is ideal, and apparently they are working on a proper support setup for this (fairly obvious!) requirement, but this should solve it for now.