Admin & setup
Letting Cradle support see your calls and messages
Cradle support can only see your calls, recordings, transcripts and messages when an admin allows it, for 24 hours at a time. How to allow it, end it early, and see everything support opened.
Cradle support can see how your organisation is set up (your numbers, rules, groups, people and settings) so they can help you. They can't see what was said or sent: your calls, recordings, transcripts, call summaries and notes, text and WhatsApp messages, attachments and team chat stay private to your organisation.
If support needs to look at a particular call or message to fix a problem, an admin in your organisation can let them in for 24 hours. You can end it sooner, and everything support opens is listed for you to see.
Allowing access
- In the Cradle admin portal, click Support at the bottom of the sidebar and choose Support access.
- Choose Allow access for 24 hours.
- Add a note if you like, such as your support ticket number. It's kept with the record of who allowed access.
- Choose Allow for 24 hours to confirm.
The page then shows who allowed access and when it ends. After 24 hours, access ends on its own.
Note
Only an admin of your own organisation can allow access. Cradle staff can't turn it on themselves.
Ending access early
Click Support at the bottom of the sidebar, choose Support access, then End access now. Support loses access straight away. If they still need it, they'll ask you to allow it again.
Seeing what support opened
The Support access page lists:
- What Cradle staff opened: every time someone at Cradle looked at anything in your organisation, with their name, the time, and what it was (for example, "Call recording" or "Text and WhatsApp messages"). Anything they tried to open while access was off shows as Blocked.
- Recording plays: every time one of your recordings was played, whether by someone in your team or through a recording link, such as one in your CRM or a voicemail email.
- Past access: each time access was allowed, who allowed it, the note, and when and how it ended.
What support can always see
To help with setup questions, support can see your organisation's configuration at any time: numbers, rules and business hours, groups, people and their settings, integrations and billing details. These don't include anything said in a call or written in a message. Each time support looks, it's still listed under What Cradle staff opened.
Who can allow access
Admins only. If Support opens the chat straight away, without a Support access option, ask an admin in your organisation.