FAQs for recording consent

Who can do this:

General questions

How can we comply with call recording regulations?

Call recording laws vary by country and state. In the US, some states allow recording when one of the parties is aware of the recording, while others mandate multi-party consent. In the European Union, GDPR requires EU people to provide active consent to sharing personal data. It is up to your company to adopt the measures that best fit your needs.

How do participants know that a call is being recorded?

When you've set up consent with Gong, there are three ways participants know that a call is being recorded:

• Because they passed through the consent page ahead of joining the conference call (more info)

• Because Gong played an audio prompt start of the call (more info)

• Because they received an email sent ahead of a call (more info)

If your org is using native Zoom recording, there's also the Zoom recording disclaimer.

Questions on consent profiles

What does the default profile control?

When using consent profiles, the default profile is assigned to everyone who has not been assigned a particular profile. The default profile is also assigned to every new team member (unless provisioned automatically).

How long does it take for profile changes to take effect?

Changes to a profile take place immediately.

How do I know which profile affects a call?

The consent profile affects all calls owned by the Gong user assigned the profile. Find out how Gong identifies the call owner.

How do I assign a consent profile?

Consent profiles are assigned when managing data capture settings for teams and individuals, and can be assigned through automatic provisioning.

How can I know who the consent profile is assigned to?

The easiest way is to go to the Team members settings page, and to search the CONSENT PROFILE column for the profile name.

Questions on the consent page

What is the consent page and how does it work?

The consent page is a special page that meeting participants access ahead of joining a conference call. This is where Gong obtains the participants' consent to be recorded. Gong provides a personalized consent page link to each team member, and team members need to use the link instead of providing participants with the conference provider's access options.

Can the consent page be used for all web conferencing systems?

Yes, the consent page is available for all web conferencing systems.

Opt-out via the consent page is available for Zoom, Google Meet, Microsoft Teams, Webex, GoToMeeting, join.me, Amazon Chime, RingCentral Meetings and RingCentral Video web conferencing systems.

For all other providers, if the participant joins the call it means they implicitly agree to be recorded. Otherwise, they should elect to not join the call.

If we select that "participants may opt out of the recording", what does this mean?

When you select the opt-out option, “Join but don’t record”, a participant can select to opt-out of the call and when they join, recording is stopped. If they join very late in a meeting, the recording up to that point is processed and analyzed.

Opt-out via the consent page is available for Zoom, Google Meet, Microsoft Teams, Webex, GoToMeeting, join.me, Amazon Chime, RingCentral Meetings and RingCentral Video web conferencing systems.

What is meant by “must consent to join the call”?

When joining a web conference, The participant is not provided with an option to opt-out of being recorded. They may consent to be recorded and join the call, OR simply not join the call.

What happens when an invitee does not consent to be recorded?

Once a participant opts to join the call without it being recorded, Gong actively stops the recording (this usually takes a few seconds). Team members can access the call details for skipped calls in the homepage Conversations widget (find out how). 

If a participant joins the call (very) late and opts not to be recorded, provided Gong has already recorded up to 70% of the planned call time, the call recording up to the point they join the call will be analyzed and available in Gong.

Can I customize the consent page?

Yes. You can change the logo and provide your own company's recording consent notice and data protection policy. For more details, see Enable the Gong consent page.

What does the consent page look like?

Click Show a preview at the bottom of the Consent Page Settings section.

What is the difference between an enabled or enforced consent page?

If you “enable” the consent page, it means that the consent page is available for team members and a personal link is generated, but they can also use the link provided by their conferencing provider. When you “enforce” the consent page, your team members must use the personal link for the call to be recorded.

How do team members know whether participants have given their consent to record a specific call?

Access the call info pop-up in the call page to see how many participants consented (or not) to the recording

Where does the dial-in info come from?

Dial-in info is available for meetings scheduled with dynamic links.

The info comes directly from the provider. When a meeting is created, behind the scenes, Gong generates a Zoom, Google Meet, or Microsoft Teams (LA) meeting on behalf of the meeting organizer, and brings the dial-in info to the meeting invite via the Gong calendar add-in.

What numbers are shown?

If the meeting has more than 5 join numbers, we will show the first 5. We also add a link to the provider's website to find more dial in numbers.

What if no dial-in options are available?

If you're not seeing dial-in info in the meeting invite, this could mean:

• The meeting is using a static link (dial-in info is not supported for static links)

• Your account with your provider isn't set up for dial-in. (For example, with Microsoft Teams you need to have PSTN conferencing turned on)

Check your settings in Gong and your provider.

How can I see how many calls we didn't record due to participants who didn't give their consent?

Stay on top of compliance by monitoring the consent opt-out rate. Calculate the consent opt out rate

Questions on consent page links

Can I customize the consent page link?

Yes, but only the company part of the link.

It is strongly recommended to only do this before sharing with your team members. After sharing, if you change the link, the change is applied to the links for all team members, and any calls they’ve set up using the previous link will be broken meaning participants won't be able to join.

What happens if I choose dynamic links or 'let host decide' and the provider integration gets disconnected?

Gong cannot generate dynamic links unless you have an active integration. An email will be sent to your company's technical admins when this happens.

If you disconnect your integration the links in any already-scheduled meetings using dynamic links will not work.

For future meetings, meeting organizers will not be able to use the Gong calendar add-in to add links to the Gong consent page.

What type of link should we choose if SDRs schedule meetings for reps?

The answer depends on how common this scenario is in your org:

• Only SDRs schedule the meetings: Choose Static links.

• SDRs sometimes schedule the meetings: Choose Let host decide.

When scheduling meetings, your SDRs should paste in the AE’s personal consent page link so the meeting will be hosted by the AE, and the consent page will show the AE’s name (Join Michael’s meeting...).

Workaround if your org is using Google Meet or Microsoft Teams: The AE should create a "forever meeting” in their calendar, and link it to their personal consent page in their Gong profile.

What do team members need to do to match their consent page link with their personal provider link?

That depends. If you have already connected to Zoom, GoToMeeting, or Webex, (via the Integrations page in Settings), then Gong automatically connects the two links. For all other providers, or if you integrate them after enabling the consent page, team members need to go to “My Profile” and add their personal link from the telephony provider.

What happens when a new team member joins?

If you have already connected to Zoom, GoToMeeting, or Webex, or if you are using dynamic links with either Google Meet or Microsoft Teams, Gong scans these providers and connects the two links automatically.

For all other set ups, the team member must manually add their personal link to “My Profile". Refer your new team members to this page for instructions on how to do this. More info on this topic.

How can team members find their personalized consent page link?

Once you enable the consent page, click Send email now (at the bottom of the consent page section) to notify everyone who gets recorded of this change by email. They can also see their link in their My Profile page.

How can I (an admin) get a list of consent page links for team members?

You can export a spreadsheet detailing the consent page links for each recorded team member. For details, see Actions for teams.

How does the consent page work with recurring meetings?

When a participant accesses the consent page, they are asked to give their consent to record the meeting they are attending at the same time, and not the meeting series as a whole. Therefore, we ask for consent for every meeting in the series, and whether it's given or not does not affect the rest of the meetings in the series.

Questions on the audio prompt

What is the audio prompt?

When selected, Gong plays an audio prompt letting participants know that the call is being recorded, and thus obtaining their implicit consent. Gong provides several alternative prompts. For more details, see Enable the audio prompt.

Questions on pre-call emails

What are pre-call emails?

When selected, Gong sends out email reminders before the call. They serve both as a meeting reminder and a notification about the call recording. For more details, see Enable pre-call emails.