For admins

Recording

Server-side session recording for calls and manager-view sessions, with a visible consent banner and retention policy.

Enable recording for your org

1. Make sure Connect is active on your subscription (Dashboard → Billing).
2. Go to Settings → DeskTrust Connect.
3. Turn on Call recording.
4. Save.

What gets recorded

The recording pipeline captures one audio track (the first speaking participant) and one video track per session:

• If someone is sharing their screen — the screen is recorded.
• Otherwise — the first participant\'s camera is recorded.
• Multi-participant tiled composition is not in v1. If your team needs a "everyone on the call" recording, watch for the v1.1 release.

Output format: WebM (VP8 + Opus). Plays natively in every modern browser.

Automatic vs. manual recording

Manager-view sessions: automatic

When your org has recording enabled, every manager-initiated screen view is automatically recorded from the moment media starts flowing. This is the compliance use case — you want evidence of what happened. The employee sees the REC indicator on their floating pill.

Regular calls: manual

For voice/video calls, recording is manual. Any participant can start or stop it using the red circle button in the call controls. When recording starts:

• A red REC pill appears in the call header for the entire session.
• A red banner slides down briefly: "🔴 This session is being recorded. You may leave at any time…".
• All participants see the same indicators.

Where recordings live

On the DeskTrust server, under ./storage/recordings/<sessionId>/session-<timestamp>.webm. The database keeps a pointer to that path plus the file size.

Play back a recording

1. Go to Dashboard → Recordings.
2. Every recorded session is listed with the initiator, duration, size, and a link.
3. Click Open to open the player page. The video plays natively with seek support.

Who can play what

Access to a recording is granted to any of the following:

• A participant of the recorded session.
• Any org admin (non-manager-scoped) in the same organization.
• A manager-scoped admin whose managed groups include at least one employee participant.
• DeskTrust super-admins.

Everyone else sees a 403 on both the metadata endpoint and the file stream.

Retention

A nightly cron sweeps recording files older than connect_recording_retention_days (default: 30 days) from disk. The CallSession row is preserved with the metadata but the file pointer is cleared. The player page shows "no recording file on disk" for older sessions.

Change the retention window by setting connect_recording_retention_days in your Settings key/value table. If you need to retain forever (regulatory reasons), set it to a very large number and plan for S3 offload — DeskTrust support can help.

Storage sizing (rough numbers)

WebM at 15fps with Opus audio typically produces:

• ~300 MB per hour of screen-share recording
• ~200 MB per hour of camera-only recording
• ~100 MB per hour of audio-only session

100 recording-hours per month works out to ~30 GB. At scale, plan for S3 offload — a v1.1 feature.

Turn recording off

Disable it from Settings → DeskTrust Connect. In-flight recordings finish and are saved. New sessions will not be recorded.