Calls & call handling
Deleting call recordings
Admins can permanently delete a call's recordings from the Call log, and choose whether the transcription and summary are deleted too.
Sometimes a call shouldn't stay on record: a caller asks for their recording to be removed, or something sensitive was said on the line. Admins can delete a call's recordings directly from the Call log.
Who can delete recordings
Anyone with admin access to the admin portal. Team members without admin access can't delete recordings, ask your admin if you need a recording removed.
How to delete a call's recordings
- Open Call log in the admin portal.
- Find the call and click the chevron (›) to expand it.
- Click Delete recordings at the bottom right of the call detail.
- Choose whether to also delete the transcription and the summary, then confirm.
Deleting removes every recording on the call, including both legs of a transferred call. This can't be undone.
Choosing what else to delete
The confirmation gives you two separate choices:
- Also delete the transcription removes the written transcript of the call.
- Also delete the summary removes the AI-generated call summary.
Leave both unticked to delete just the audio and keep the written record. Tick both if there should be no record of the conversation in Cradle at all.
What everyone sees afterwards
The call itself stays in the Call log, with its time, duration, and outcome. In place of the recording, the call detail shows who deleted the recordings and when, so there's a clear record of the action. The play button disappears from the call's row, and any previously shared recording links play a short "recording deleted" message instead of the call audio.
What deletion doesn't touch
Anything already saved to a connected system (for example a call log in HubSpot, FYI, or Xero) isn't changed, manage that content in the connected system itself.
If you're looking to remove recordings automatically after a set time rather than one call at a time, recordings are already removed after 28 days by default, see Where to find call recordings.