Cancel call recording

If a meeting is scheduled in Gong and you’re using pre-call emails, prospects receive an email notification before the call starts. If the meeting is canceled, you want to make sure prospects don’t receive that email notification. To ensure this, you need to make sure the scheduled recording is canceled in Gong, not just in the calendar. To do this, you first need to understand how the meeting was originally scheduled, since canceling the email, and the recording, may occur automatically or it may need to be done manually.

Understanding the background

Gong records calls via different mechanisms. The most common one is calendar ingestion, but calls can also be recorded manually, via the Gong Assistant’s email or via Gong > Home > Schedule new recording.

Calendar ingestion

This happens when you have permission to record web conference calls in Gong. This setting allows Gong to access your calendar events and look for web conferencing meeting links, so we can identify whether a web conferencing meeting is scheduled to happen, and if we should schedule a recording (based on your organization’s recording settings).

Meetings recorded this way are updated automatically in Gong. Changes to the calendar event are picked up by us, usually every 15 to 30 minutes, and we update the recording accordingly.

Recurring meetings that are set up this way are also updated in Gong. You shouldn’t have to worry about making sure they’re canceled in Gong, since Gong automatically gets any updates/cancellations that are made to the calendar event.

Manual recording

Meetings can be scheduled manually via Gong’s assistant email ([email protected]) or via the Schedule new recording option on Gong > Home.

When meetings are organized this way, the only way to cancel them is to send the cancellation email (confirmation email you  receive via email) to the Gong Assistant email again ([email protected]) or via Gong > Home > View Upcoming Meetings.

Canceling meetings and best practices

Meetings scheduled via the calendar

These meetings will be canceled automatically regardless of whether they are one-time meetings or recurring meetings.

However, if your team is trying to cancel an entire series of recurring meetings, you need to make sure you’re canceling everything in the calendar, not just one instance.

And make sure you also select the option to send the cancellation emails to all the event guests.

This ensures that everyone receives the cancellation request, and that the meeting doesn’t end up still being scheduled in Gong because another recording rep was invited to the meeting (depending on your org’s recording settings).

Meetings scheduled manually

Because manual meetings use a different scheduling system, a different method is required to cancel them.

1. Forward the cancellation email

When deleting/canceling the calendar event, you will receive a confirmation via email. You can forward this to the assistant email to make sure it’s canceled.

2. Via Gong > Home

This is the best way to make sure a meeting is canceled in Gong. If the recording is not canceled on our end, you’ll still see it via Gong > Home > View upcoming calls. Clickbeside the call name and then click Cancel recording.

You’ll be given the option to cancel this recording only, or cancel this recording and any future meetings in the series.

All in all, if you’re not sure whether a meeting is canceled, the best way to manage this is via the Home Page.
This way, you can keep track of your future meetings, and make sure that all canceled meetings are fully canceled in Gong.

Other considerations

Shadow calendar events

In some cases, a rep may have created a completely separate calendar event in their own calendar with the exact same name and details as the original meeting. In these cases, prospects could still receive the pre-call notification email, even if the original meeting is canceled, and it will be related to the shadow event.

Users who no longer have permission to manually schedule calls

It’s possible that when a meeting was manually scheduled, a user had permission to manually record calls and at a later stage, they don’t have this permission. In such cases, the user won’t be able to cancel a manual meeting by sending the cancellation email to the assistant email, so they must check the Gong homepage for remaining meetings and cancels the recording there instead.