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    Trim a call
    • 1 minute read
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    Contents

    Trim a call

    • 1 minute read
    • Contributors
    Article summary

    Remove parts of a call that aren’t important or suitable for everyone. For example, trim out small talk at the beginning of a call, or sensitive information mentioned during the course of a call. Only the call owner or tech admin can trim a call, and they're also the ones who can restore parts that have been trimmed.

    How to trim a call

    1. Open the call page and click under the call screen.

    1. Yellow bars appear on the timeline below the call screen. Move the bars to select the part of the call you want to trim out.

    2. Select Trim out this part.

    Trimming the call takes some time, during which the call won’t be accessible.

    How to restore trimmed parts of a call

    You have 6 months, from the moment the call was recorded, to restore parts that have been trimmed out. After this time, the original recording is discarded and only the trimmed recording is kept.

    1. Open the call page and click on the part of the call that is trimmed.

    2. Click Restore entire call. This opens a dialog that prompts you to confirm the restoration.

    Restoration of the trimmed parts includes analyzing the call again. This process usually takes less than an hour.

    Share trimmed calls with customers

    If you want to share a trimmed call with customers, trim the call first and then share it.

    If a call was shared with customers and then trimmed, the entire call will still be available to customers. To make sure the customer gets only the trimmed version, cancel access to the call you already shared, and share it again. For more, see this.

    FAQs

    Who can trim a call?

    Only the call owner or a tech admin can trim a call.

    Who can restore parts of a call that have been trimmed out?

    Only the call owner or a tech admin can restore trimmed parts of a call.

    What do I do if I’ve shared a call with customers, and want to trim it?

    Once you’ve shared a call with customers, they have access to the entire call. If you trim it afterwards and want them to have access to the trimmed call only, cancel access to the call that you already shared. For more, see this.

    I don’t see the trim out option in my action menu. Why not?

    This capability must be enabled by your admin in your profile permission. If you don’t see it enabled and think you should, contact your admin.

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