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A reusable recording link can be used multiple times — by multiple customers, a customer group, or even the same customer multiple times. Instead of creating a new link each time, you create one link and use it over and over. Each use creates a separate recording, all organized under that same link. Reusable links work best when you want to collect recordings from multiple customers using the same entry point:
  • Help center articles — embed a reusable link in a troubleshooting guide so any customer reading that article can submit a recording.
  • Support macros — create a macro with a reusable link that agents can send to customers without creating a new link each time.
  • Email templates — add a reusable link to your canned responses or email signatures.
  • Support forms and feedback — place a link in your app’s support section, feedback forms, or help widgets for ongoing recording collection.

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How they work

1

Create the link

Create a recording link and enable the Reusable toggle.
2

Share it

Share the link URL wherever you need it — help docs, macros, templates, anywhere.
3

Recordings come in

Each time a customer opens the link and completes a recording, a new recording is created. The link creator is notified for every incoming recording.
4

View all recordings

All recordings collected through that link are grouped together. View them all by clicking the link on the Links page.

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Choosing between one-time and reusable

FeatureOne-timeReusable
UsesSingle recordingUnlimited recordings
Best forIndividual support conversationsTemplates, macros, help docs
Expires after useYesNo
Use one-time links when you’re working directly with a specific customer. Use reusable links when you want to collect recordings from many customers through the same channel.