Account Audio Access

You may find that you need assistance from the CTM support team at times. Sometimes this may require us to access audio recordings of your calls to diagnose the issue. We understand that your calls may contain sensitive information, so we take the security of that information very seriously.

Our team cannot access any call recordings without your permission. If you need us to access call recordings to help with a technical issue, you (the administrator) will need to enable the Support Access feature in your account settings.  Administrators of the account can turn this feature on and off as needed.

If your account is white-labeled, your account administrators will not see this feature; only the agency administrator can enable or disable it.

This feature is enabled at the account level. If you are an agency administrator, you can turn it on for a specific sub-account for the duration needed to resolve a support issue, and it will not affect any other accounts in the agency.

We recommend turning it back off as soon as the support issue is resolved, but you have the option to allow Support Access for the following timeframes:

• Indefinitely
• 1 Hour
• 1 Day
• 1 Week
• 1 Month
• 1 Year

To enable the CTM support team to access your audio recordings, go to Settings > Account Settings > Support Access.  Click the Allow Support Access button to grant our support team access to your call recordings, transcripts, text messages, and FormRector submissions. Click the Stop Support Access button to revoke access.