We’re sharing these release notes early so you can review what’s coming this week This will be available May 6th, 2026
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Pause Call Recording – Now Dealer Controlled
Note
: This feature is not available for Region 2 dealerships due to regional legal and regulatory requirements. Pause Call Recording is now fully managed by the dealership, giving admins and managers direct control over when this feature is available to teams.
What’s Changed
Pause Call Recording is not a new capability in ExpertConnect. Previously, it was enabled only when:
- Payments were enabled and/or
- A dealer’s country or region legally required pausing call recordings for sensitive interactions
With this release, Pause Call Recording moves from a system‑controlled capability to a dealer‑managed setting, eliminating the need to work with support to turn it on or off.
New Dealer‑Controlled Settings
Dealers can now manage Pause Call Recording through two levels of control:
Company (Admin) Level
- Admins can enable or disable Pause Call Recording from Company Settings in the Admin web dashboard.
- This setting acts as the master control for the dealership.
Team Level
- When enabled at the company level, Primary and Manager users can control Pause Call Recording for individual teams.
- This setting is available on the Team Detail → Call Settings page.
Availability Requirements
Pause Call Recording is available to teams only when:
- Call Recording is turned ON at both the company and team level
- Pause Call Recording is enabled at the company level
A legally approved disclosure message is automatically played when recording is active, supporting transparency and compliance.
Why This Matters
This update gives dealerships flexibility to:
- Align Pause Call Recording usage with internal processes and training
- Enable or disable the feature based on operational needs, not just payment workflows
- Maintain compliance while adapting to real‑world customer conversations
Important Notes
While ExpertConnect now provides full control over Pause Call Recording, dealerships are responsible for proper usage and training.
Dealers should clearly train employees on:
When recording must be paused, including situations involving but not limited to:
- Credit or debit card numbers
- Bank account information
- Internal sensitive conversations
- When recording should be resumed
- Applicable legal, regulatory, and internal company policies
Pause Call Recording is designed to support compliance and customer trust, effective use depends on clear policies and consistent execution by dealership staff.