Securely Share Customer Interaction Data with Only the People You Intend: Views in Continuity Replay
Written by Grace McClarin, Software Engineer at Wilmac Tech
Ever get a request like this?
“Hey, can you send us those call recordings from [Insert Agent’s Name] during [Insert Time Frame]… and make sure nothing else is exposed?”
Whether it’s a compliance review, legal case, or external request, securely sharing just the right set of interaction data shouldn’t be complicated – but it often is.
Too many teams either overshare or spend hours manually packaging files and double-checking what they’re sending out, likely in an unsecure format.
According to Calabrio, researchers suggest that at least 80% of organizations’ voice, chat, and screen data is unstructured and not secure (Calabrio, 2025).
That’s why we built Views in Continuity Replay.
Now, you can share a specific group of interactions – nothing more- with full control over what’s seen, for how long, and by whom.
I got to play a large part in developing this feature, so we’ll dig into what it is and some of the challenges it solves for.
What is Views?
Views lets you pull together a filtered set of interactions – calls, chats, screen recordings, whatever – and securely share it with someone outside the system.
You decide what they see, how long they see it, and whether they can just view or make edits. It’s like giving them a controlled window into the data, without handing them the keys to the whole system.
We used to call it “External Share,” but it’s really about precision and control – especially when it comes to audits, legal cases, or collaborating with outside teams. (Plus, the marketing team wanted to give the name a little more pizzazz.)
Everything that happens in Views is tracked. If it’s opened, commented on, or changed, you’ll see it through our audit trail. That means full visibility for your compliance team and peace of mind for everyone else.
Compared to emailing files or uploading exports to random drives, this is faster, safer, and way easier to manage.
The Problem: Sharing Interaction Data is Kind of a Mess
From our team’s experience working with customers, most teams still share their interaction data the old-school way – if they can even access it.
That usually means exporting files, zipping folders, attaching them to emails (please don’t), or uploading them to some random drive with a note that says, “let me know if you can open this.”
Even when the intent is good, the process is messy. It’s easy to share too much. It’s hard to keep track of what got sent where. And once a file leaves your system, you’ve lost visibility and control.
Legal and compliance teams hate this. So do your admins. And it’s just not built for how teams collaborate today under the stringent compliance and privacy regulations they’re dealing with.
How Views Fixes It (Without Adding Work)
Views is our answer to all of that.
You filter down exactly what’s relevant—calls, chats, screens, etc.—and share just those. Nothing more. No risky exports. No re-zipping files. Just a clean, secure View.
You can set an expiration date so access cuts off automatically (no chasing people down later). You can control permissions—view-only or editable. And every interaction with a View is logged in a full audit trail.
The best part in my opinion – it takes seconds to set up a view. You don’t need legal or IT breathing down your neck to share securely anymore.
When Views Comes in Clutch (Some Real Use Cases)
Here are a few real-life examples where Views can help:
Legal Reviews
Share just the needed interactions for a case – skip the 5GB audio dump.
QA & Training
Let consultants or coaches access a scoped set of interactions – no risk of oversharing sensitive data.
Internal Teams
HR, compliance, operations – whoever needs it, give them exactly what they need (and nothing they don’t).
The Real Value of Views
Views makes sharing interaction data secure, selective, and simple – without ever leaving Continuity Replay.
You stay compliant. Sensitive info stays protected. And your teams don’t lose hours or days wrangling files or chasing access requests.
If you’re spending too much time exporting, redacting, or double-checking what you’re sending, there’s probably a View for that.
As one of the team members who helped develop this feature, we’d love to show you how it works. Just ask!
