Kommo call recording and transcription: how to record, transcribe and summarize sales calls

What lands in the Kommo lead after a call

Once WhatsApp calling works with Waply in Kommo, every human call — inbound or outbound — can leave a durable record on the lead. This guide covers that record: recording, transcription and AI summaries (call intelligence). For how to enable Calling API, permissions and eligibility, use the WhatsApp calls in Kommo guide.

• Recording: audio playback for human calls on every Waply plan.
• Call intelligence (AI 24/7 and Voice AI): transcript + summary for the same lead.
• Voice AI agents also leave recordings; intelligence follows the same plan rules.

Recordings, transcripts and summaries are written to the Kommo lead timeline. Processing for audio and for intelligence each has its own status — a finished call does not always mean the transcript is ready yet.

• Guide: WhatsApp calls in Kommo
• Docs: recording and call intelligence
• Product: WhatsApp calls

How Waply recording works (not Meta native recording)

Waply records on its own infrastructure after the WhatsApp call media is handled in the product. This is not Meta’s consumer-style “native recording” product, and Waply does not play an automatic recording announcement on the call.

• Included with human calling on Basic, AI 24/7 and Voice AI.
• Playback is attached to the Kommo lead timeline for coaching, disputes and handoffs.
• No automatic “this call is being recorded” prompt from Waply — your team must inform customers according to local rules.

Outbound WhatsApp calls still need prior customer permission (permission template or the customer called you first). Coexistence numbers can message on Cloud API but Meta does not enable Calling API on coexistence-onboarded numbers — so there is nothing to record until you use an eligible platform-only number.

• Guide: Connect WhatsApp Cloud API to Kommo
• Guide: Voice AI agent for Kommo

Transcription and summaries (call intelligence)

Call intelligence turns the recording into text you can scan: a transcript plus a short summary for follow-up. It is a separate capability from raw recording, with its own monthly minutes allowance.

• Treat transcripts and summaries as assistance: verify amounts, dates and commitments before you act.
• Waply AI runs on third-party model providers and is independent of Kommo’s native AI credits.
• Voice AI agents cannot transfer a live call to a human yet — your team follows up from the timeline.

See Waply plans

Plans, retention and trial

Human calls and recording are on every plan. Longer retention and call intelligence start with AI 24/7. Voice AI adds agents that answer WhatsApp calls, with the highest intelligence allowance.

• Basic — USD 18/month: human calls + recording, 90-day retention.
• AI 24/7 — USD 39/month: + Message AI, call intelligence (500 min), 365-day retention.
• Voice AI — USD 89/month: + voice agents, call intelligence (750 min), 365-day retention.
• Free 3-day trial includes everything in Voice AI.

Meta conversation charges and any BYOK provider bills are separate from the Waply subscription. Messaging volume (about 2,000 unique recipients/day) is part of Meta’s Calling eligibility path that Waply customers follow.

• Waply pricing
• Docs: plans, trial and usage

How to review a recorded call in Kommo

Use this checklist after Calling is live. Exact UI labels live in Waply docs; the steps below match what managers do day to day.

1. Confirm your plan includes recording and, if you need text, call-intelligence minutes.
2. Place or receive an eligible WhatsApp call from Kommo with Waply.
3. Open the lead and wait until recording status shows the playback is available.
4. If your plan includes intelligence, wait for transcript/summary status, then review both.
5. Verify critical details before updating the deal, creating tasks or calling back.

A finished call is not the same as a ready recording or a ready transcript. Check each status separately if something is missing.

• Docs: recording and call intelligence

Consent, announcements and call permissions

Waply does not play an automatic recording announcement. Many teams say that calls may be recorded when answering, in the call-permission template, or in their privacy policy. Recording consent rules vary by country and sometimes by US state — this is not legal advice; check the rules that apply to you.

• Outbound WhatsApp calls: customer must have granted call permission (template) or have called you first (callback permission).
• Inbound WhatsApp calls: customer-initiated; still tell them if you record, when local rules require it.
• Keep permission and recording notices consistent with how your team actually uses playback and transcripts.

Vs typical VoIP logging and DIY transcription

Kommo’s developer docs describe how VoIP integrations can log calls and attach a recording URL in CRM notes. Third-party pages also show DIY stacks (for example whisper-style transcription wired into Kommo). Those paths are usually phone/VoIP oriented or custom automation — not WhatsApp Calling API media recorded by Waply with plan-based intelligence in the lead.

• Waply focus: WhatsApp business calls inside Kommo, recording on Waply infrastructure, optional AI transcript/summary on AI plans.
• Generic VoIP widgets: often PSTN/softphone; recording/transcription depend on that vendor.
• DIY Zapier/Integrately + speech-to-text: flexible, but you own the glue, storage and QA.

Do not treat competitor feature lists as verified here. Compare in-product: WhatsApp vs phone, where audio lives, whether summaries appear on the Kommo lead, and who operates the AI.