Take action on a call

Who can use this: Any team member

Available on: Any Gong plan

Ideal for: Sales rep, Sales manager

The More actions menu gives you control over what happens to a call after it's recorded. From here you can download it, adjust who can see it, fix a CRM link, retranscribe it, or delete it entirely. The options you see depend on your permissions and the call's current state.

Download the call

You can download the call recording as an audio or video file, or download the transcript as a text file. Downloaded files are saved to your device.

Required permissions:

Call actions: Download call media

To download the call:

1. Open the call.

2. Click the More actions icon at the top of the call page.

3. Choose what you want to download:

   • Download media: Downloads the recording. Select audio or video when prompted.

   • Download transcript (English): Downloads the call transcript as a text file.

Set a call as private or public

Setting a call as private restricts who can view it. Private calls are accessible only to the call owner, internal call participants, and people the call owner shares the call with. Only the call owner or team members with the relevant permission can change the privacy setting. You can reverse it at any time by setting the call back to public.

To change the privacy setting:

1. Open the call.

2. Click the More actions icon at the top of the call page.

3. Select Set as private to restrict access, or Set as public to restore it.

Manually associate a call

If a call was not automatically linked to the correct CRM record, you can associate it manually. This is useful when a call was recorded without a CRM match, for example, an ad hoc call with a known contact. You can only link to accounts and opportunities you have access to in your CRM.

To manually associate a call:

1. Open the call.

2. Click the More actions icon at the top of the call page.

3. Select Manually associate call.

4. Search for and select the correct CRM record to link the call to.

Transcribe in correct language

If a call was transcribed in the wrong language, you can retranscribe it. Gong regenerates the transcript using the language you select.

To transcribe a call in the correct language:

1. Open the call.

2. Click the More actions icon at the top of the call page.

3. Select Transcribe in correct language.

4. Select the correct language from the list.

Note:

This option is only available for calls within the last 90 days. While the call is being reprocessed, the transcript may be temporarily unavailable.

Regenerate AI content

If the AI-generated content on the call, such as the summary, outline, or points of interest, is missing or incorrect, you can regenerate it.

To regenerate AI content:

1. Open the call.

2. Click the More actions icon at the top of the call page.

3. Select Regenerate AI Content.

The content is processed again. The updated content appears once processing is complete.

Note:

This option may not be available to all team members depending on their seat or permissions. If you don't see it, contact your Gong admin.

Open in CRM

If the call is linked to a CRM record you have access to, you can open it directly from the call page without searching in your CRM.

To open the call in your CRM:

1. Open the call.

2. Click the More actions icon at the top of the call page.

3. Select Open in CRM. Your CRM opens to the associated record in a new tab.

Delete a call

Deleting a call permanently removes it from Gong. This action cannot be undone. Deleting a call requires the delete-call permission.

To delete a call:

1. Open the call.

2. Click the More actions icon at the top of the call page.

3. Select Delete call.

4. Confirm the deletion when prompted.

Note:

Bulk deletion of multiple calls is restricted to Tech admins.

Frequently asked questions