Limitations: Twilio Flex call recovery

Screen Capture Interactions are only available for call recovery for two hours

Screens captured in real-time for Twilio calls are only available for call recovery to associate to audio for two hours. Call audio recovered past this two hours window will not be associated to any screen capture interaction, even if screen was captured successfully. The recovered interaction will contain audio only and the original screen interaction captured will not contain audio.

Workaround:To see screen activity related to a recovered call, you can search for them in Verint by call ID.

Only audio recording is recovered

This feature only allows the recovery of audio recordings. There is no recovery of the screen recording.

Few seconds of audio are lost in Twilio real-time or post-call recording

During recording of outbound calls, the beginning 2 to 3.5 seconds of call recording may be lost.

Twilio call recovery for custom Twilio Flex solutions

The Twilio call recovery solution has been verified with Twilio Flex native recording and Verint’s Twilio Flex capture adapters. If you are using a custom recording solution with Twilio Flex, call recovery is not supported.