Who can use this: Any team member
Available on: Any Gong plan
Ideal for: Sales rep
Call summaries and briefs are generated from the call transcript. Most issues come down to processing state, transcript completeness, or transcript language. Find the section that matches what you're seeing.
Brief or summary is not showing on the call page
If the Briefs tab is empty or shows no content, work through the following checks in order.
To check why a brief is missing:
Open the call and check whether it is still processing. If the page shows a processing indicator, wait a few minutes and refresh. Summaries are not available until processing is complete.
Click the Transcript tab in the left panel and check whether a transcript exists. If no transcript is available, the brief cannot be generated.
If the transcript is missing, see troubleshooting common call page issues for recording and transcription problems.
Check whether the call was very short. Gong does not generate a summary for calls with fewer than 100 words of transcript.
If the transcript exists and the call is long enough, try regenerating the brief. Click the More actions icon on the top right of the page and select Regenerate AI Content.
Brief looks incomplete or inaccurate
If the brief exists but the content looks wrong, the most common cause is a transcript in the wrong language. The brief is generated from the transcript text, so incorrect transcription produces incorrect output.
To fix an inaccurate brief:
Click the Transcript tab and verify that the transcript language is correct.
If the language is wrong, click the More actions icon on the top right of the call page and select Transcribe in correct language. Learn more about transcribing a call in the correct language.
Once the transcript is correct, click the More actions icon again and select Regenerate AI Content.
Note: If the brief still looks thin after regenerating, the call itself may not have contained enough detail for the brief type to populate fully. Short calls or calls with limited dialogue may produce sparse summaries.
Summary is missing from the call-ready email
If you received the call-ready email but it did not include a summary, the summary was likely still processing when the email was sent. Check the call page directly. The summary is usually available there shortly after the email arrives.
If the summary appears on the call page but not in the email, no action is needed. The two are generated independently and the email does not update after it is sent.
If the summary is missing from both the email and the call page, follow the steps in the section above.
Frequently asked questions
Is there a minimum call length for summaries to generate?
Yes. Gong does not generate a summary for calls with fewer than 100 words of transcript. Very short calls or calls where little was said will not produce a brief.
How do I regenerate a brief?
Click the More actions icon on the call page and select Regenerate AI Content. This rebuilds the brief from the current transcript. If you retranscribed the call first, regenerate after to update the brief.
Why is my brief showing in a language I didn't expect?
Brief content is based on the transcript language. If the call was transcribed in the wrong language, retranscribe it first using Transcribe in correct language from the More actions icon, then regenerate the brief. Learn more about transcribing a call in the correct language.
The brief was sent to my CRM or another tool but does not look right. What should I do?
Fix the brief in Gong first by following the steps above, then check whether the CRM integration re-syncs automatically. For manually uploaded calls, note that Gong may not have full participant metadata, which can affect brief quality. For CRM writeback questions, contact your Gong admin.