Who can use this: Any team member
Available on: Any Gong plan
Ideal for: Sales rep
If you’re having trouble with call privacy, find the section below that best matches what you’re seeing.
Note:
If a call was not recorded at all, that is a recording setup or capture issue, not a privacy issue. Contact your Gong admin.
The Set as private option is greyed out or missing
Two conditions must be met for the Set as private option to appear: you must be the call owner, and your permission profile must include the Set calls they own as private permission.
To check which condition is blocking you:
Check who is the owner of the call. The call owner is listed in the Call info tab on the call page.
Note: Being the meeting organizer, host, or participant does not necessarily make you the Gong call owner. Gong assigns ownership based on several factors, and ownership can change after the call.
If you are the call owner but Set as private is unavailable, ask your Gong admin to verify that your permission profile includes Set calls they own as private.
If you are not the call owner, ask the owner to set the call as private. If the ownership is incorrect, contact your Gong admin about changing the call owner.
I can't access a private call
Private calls are accessible to the call owner, recognized internal participants, and people the owner has shared the call with. If you were on the call but can’t access it, use the checks below to troubleshoot the issue.If you were on the call but cannot access it, check these possible reasons below.
Check whether you joined the call using the email address associated with your Gong account. If you joined with a different email address, such as an alias or an external address, Gong may not recognize you as a participant. Contact your Gong admin to verify which email is associated with your Gong profile.
Ask the call owner to share the call with you directly. Learn more about sharing a call.
If the call owner is no longer at your company, contact your Gong admin. Recovering access to a private call owned by a departed team member requires admin intervention. Do not attempt to resolve this by modifying privacy settings.
A call was set as private unexpectedly
A call may become private for several reasons. Check each of the following.
Default privacy setting: Your Tech admin may have configured new web conference calls to be private by default. Ask your admin whether this setting is enabled. This setting applies to new calls only.
Automation rule: An automation rule may be set up to automatically mark new calls private when they match certain conditions. Ask your admin to check the automation rules in Admin center.
Important:
Do not disable the Set calls they own as private permission company-wide as a workaround for unexpected private calls. This removes privacy controls for all team members. Contact your Gong admin to investigate the root cause.
Frequently asked questions
Can a Gong admin override call privacy on my behalf?
Admins can investigate privacy and access issues, but the ability to change call privacy settings depends on call ownership and permission configuration. Contact your Gong admin if you need access restored or privacy changed on a call you do not own.
Can I set multiple calls as private at once?
Yes. Select the calls from the search or library view and use bulk actions to set up to 100 calls as private at once. Learn more about taking bulk actions on calls.