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Call Recording Configuration

Some settings must be configured in the Twilio Console for the recordings system to work properly.

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Quick setup

  • Open Twilio Voice General Settings.
  • Enable HTTP Voice URL Access.
  • In the HTTP Basic Authentication for media access section, disable HTTP Auth.
Twilio HTTP access settings For more information, read below.

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Call Recording Access

Call recordings are stored in Twilio and are not downloaded by Odoo. When accessed from Odoo, there are two options:
  • Direct HTTPS link from Twilio
    • How it works: Odoo provides the user with a direct link to the recording hosted on Twilio’s servers.
    • Pros: Simple and fast; lower server load for Odoo.
    • Cons: Not protected by Odoo access rules (anyone with the link can open it); link may expire or be restricted by Twilio policies.
  • Proxy the download process
    • How it works: Odoo fetches the recording from Twilio and serves it to the user as if it’s Odoo-hosted.
    • Pros: Protected by Odoo’s access control — only authorized users can access it.
    • Cons: Higher load on the Odoo server; users cannot fast-forward audio; slight delay due to proxying.
    • Proxy is enabled by default in Settings → General → Calls.
Proxy mode in Odoo settings

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Summary

  • Use direct links if you prioritize performance and simplicity.
  • Use proxy mode if you need strict access control and security.

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Call Transcription Access

When a call recording is sent to OpenAI for transcription and summarization, OpenAI attempts to access the recording directly from Twilio. To allow this, HTTP authentication must be disabled in Twilio so the recording can be accessed without requiring credentials.

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Call Summary example

You are an AI note-taking assistant.
Summarize the following call transcript into a concise
and clear summary that captures the key points,
decisions, and actions discussed in the conversation.
Focus on identifying important topics, tasks, or agreements,
and omit small talk or irrelevant details.

The summary should include:
- Key discussion points
- Decisions made (if any)
- Action items or next steps
- Any deadlines or follow-up dates.