Listen to a call
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Listen to a call

Article summary

Gong allows users to record calls with prospects for learning and improvement. Users can listen to recorded calls, edit call details, share calls, generate follow-up emails, and adjust playback settings. The platform offers features like speaker recognition, call timeline with AI-generated outlines, and live call participation options. Users can troubleshoot playback issues and save calls for later listening. Gong provides tools for call analysis, speaker editing, and live call participation, enhancing communication and learning opportunities for users.

With Gong recording your calls, you can spend your time on calls with prospects listening (rather than note-taking). When the call is over, go back to the call and listen again, so you can learn, improve, coach, prep for your next call, and more.

Listen to a recorded call

Click on any call to open the call page.

At the top of the page, you'll see the following (from left to right):

  • Call title: Hover the title to edit it.

  • Call date, duration, and account: Click on the account name to open the account activity panel on the right, where you see recent meetings and emails, changes to the CRM, digital interactions and more.

  • Add to:

    • Add to library: Click here to add the call, or part of it, to a folder

    • Add to Listen later: Click to make the call accessible via the Listen later list on the homepage and the Gong mobile app

  • Share call: Click here to share the call with customers or people at your company, or to embed the call.

  • Generate follow-up email: Click here to generate a follow-up email that includes a summary of the meeting. Copy and paste the text into your preferred channel, and edit as you like, to follow-up quickly with your customers. The email includes a link to the call; access to this link is based on your most recent settings for sharing calls with customers. If you're using Engage, the generated email will open in the Gong email composer.

Under the call screen is a bar with actions you can take while listening to the call recording:

  • Choose to listen to specific speakers

  • Select parts of the call to share, save or trim

  • Speed up or slow down the call as you listen

  • Jump 15 seconds backwards

  • Play the call, or pause it while it's playing

  • Jump 15 seconds forwards

  • Move to the next speaker

  • Adjust the volume

  • Expand the video to full screen (or exit full screen if expanded)

Below this bar is the call timeline with a purple pointer Purple pointer. Use the pointer to move to any place you want in the call. If the call comes with an AI-generated outline, hovering the timeline will show a preview of what was covered at that moment in the call. Below the pointer, see who spoke during the call and when. Hover their name on the left side of the screen and turn the toggle off if you don't want to hear their part of the conversation.

Below this, see when the screen was shared, and which topics were covered.

If you're viewing the call in full screen, click Scroll for more details to see this info about the call.

Once you've listened to a call, it's marked along the top. Hover the icon and see when you listened, and for how long.

Change speaker’s name

If Gong doesn’t recognize a speaker on a call, or if Gong misidentifies a speaker, you can edit the speaker name directly from the call page. (This capability is rolling out in July 2024.)

Note: Only call participants, business admins and tech admins can change a speaker’s name in a call.

How to edit the speaker name

  1. Hover the speaker’s name and click .

  2. In the dialog that opens, search for the correct speaker name and click Apply.

It may take a few moments for the speaker name to update. When it does, it will be updated throughout Gong: in call info, call spotlight, search, stats and more.

Can’t find the person you’re looking for?

If you can’t find the person you’re looking for, it’s possible that they aren’t a contact in your CRM yet. Add them as a contact to your CRM, then come back to the call page and you’ll be able to find them here.

Listen to specific speakers

If you want to listen to specific speakers on a call, clickin the action bar, and select the person or people you want to listen to.

When the recording plays, it will skip segments when people who aren't selected are speaking.

You can also select which speakers to listen (or not) listen to by hovering the speaker names to reveal a toggle. Turn on the toggle to hear only that speaker. Turn it off so you don't hear that speaker.

Listen to a live call

You can join a live call as a participant, or just listen in.

Join a live call

From the homepage, click on a call that's marked ON AIR and then click Join.

From the Activity page: click the call and then click  JOIN.

Listen in to a live call

From the homepage, click on a call that's marked ON AIR and then click just listen in.

From the Activity page: click the call and then click LISTEN IN.

The call opens in a new tab. You can listen to it, but not join. You won't be registered as a participant during the call or in the call data presented afterward. Up to 2 people can listen in at once.

Note: Listening in is not available for orgs using native Zoom recording.

Listen later

Saving a call to Listen later makes it easy to find when you have the time to listen. This is ideal for managing calls that you want to listen to, but don't immediately have time for.

To add a call to the Listen later list, click the Add to Listen later

Access Listen later from the homepage and from the Gong mobile app.

You can also download the call recording, either as a video or audio file, in order to listen offline.

Troubleshooting the call playback

Having trouble playing back a call? Is the playback slow, or maybe you can't skip forward or move backwards. If so, check the following and if necessary, contact your IT department:

  1. Check your certificate provider: In your browser, navigate to the certificate for Gong. Check the certificate is a valid Amazon certificate. A valid certificate looks like this:

    If your certificate does not say Amazon or includes another provider, the call playback may not work properly. This is an example of an invalid certificate:

  2. Play the call back in an incognito or private window.

  3. Clear the browsing history.

  4. Connect to a different network, for example through a hotspot, or turn of the VPN.

  5. Play the call using a duplicate tab.

  6. Play the call using an external share link.

  7. Check whether other people in your organization are experiencing the same problem.

  8. Check to see if any web security applications are installed on your computer. If so, ensure that * is excluded.

  9. Contact Gong Support.

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