How to record calls

All team members
Any Gong plan*

How to record a call

1. Set up a meeting in your calendar.

2. Add the web conference details using the Gong calendar add-on. Recurring calls are also set to be recorded.

   • If you use Google Calendar, in Add video conferencing and select Gong meeting

     

   • If you use Outlook, click the Gong button in the actions bar and then click Add a Gong Meeting.  

     

3. For web conference calls that won’t automatically be recorded, invite the Gong assistant to the meeting by forwarding the meeting invite to your company's unique assistant email address (you'll find it under My settings > Web conference recording). You may also be able to add the assistant to the meeting invitation as a participant. For more details, see Record a call with the Gong assistant.

How to ensure the meeting is recorded

Follow these best practices to ensure your Gong meetings are recorded successfully. Contact your tech admin if you are unsure of your company settings.

• Make sure the people on your team have the necessary recording settings to meet your company’s call recording requirements.
  Company’s can choose between:

  • Only recording calls where the meeting organizer is a recorded team member

  • Recording calls where at least one participant is a recorded team member, regardless of who organizes the meeting

• Schedule your meeting at least 30 minutes in advance.

  • This leaves enough time for Gong to scan and analyze your calendar event in order to schedule the recording.

  • For last-minute or unplanned meetings, or for calendar event updates, add the Gong bot manually. See Record an impromptu call

• Include a valid web conferencing URL in the calendar event. Gong needs this to join the meeting. Avoid adding the URL to an event at the last minute, as this may not allow enough time for Gong to scan and analyze the event update.

• In your web conference provider settings, make sure all participants are allowed to enter meetings via web browser. If you block this ability, Gong won't be able to record any meetings.

• Don’t mark the event you want to record as ‘Private’ on your calendar. Marking an event ‘Private’ on your calendar hides the meeting details from Gong, so Gong can’t join the meeting.

• Make sure Gong has access to your meeting room. If you use a waiting room, make sure you allow the Gong bot into the meeting.

• Make sure the call organizer accepts the invite. If the organizer cancels their attendance, the meeting won’t be recorded.  

• Always start your meetings on time. Gong may not record the meeting if it doesn't start at the designated time.

• Don’t decline a calendar event if you are the organizer. If you do, Gong will not pick up the event for recording.

• To record meetings hosted by someone outside of your company, use the assistant. See Record a call with the Gong assistant

• Be aware of your company’s recording settings. Confirm with your tech admin whether your company records both internal and external meetings, or external meetings only.

• Know your company’s consent settings. If consent is enabled or enforced in your company, make sure you schedule meetings in the correct way to capture consent. When enforced, failure to do so will mean that your calls aren't recorded. For more information, contact your Gong admin.

• If you are the call owner and need to leave the call, assign someone else as host. Gong keeps recording until the end of a meeting, even if you leave earlier. Note that for some providers, you may need to assign someone else as the call host in order to not stop the meeting (and therefore the recording) when you leave.

• Quick troubleshooting. If it looks like you aren't being recorded:

  • Check My Settings to make sure that there's a green checkmark for different calls that can be recorded.

  • Have your tech admin check that you are set up to record in Company Settings > Team Members. There should be a green microphone icon in your row.

• Limit the length of your meetings to 7 hours or less. Due to technical restrictions, Gong cannot process calls that last more than seven hours. See Record a long call to record a meeting that is longer than seven hours.

Record an impromptu call

If you have an ad hoc call, or if you scheduled a call just a few minutes in advance, Gong won't be set to record it. Here's how you can add Gong to a call at the last minute, or to record a call that is already started.

1. Go to the homepage and in the Conversations section, click and choose Schedule new recording.

   

2. In the Schedule new recording page, enter the meeting details.

   

   1. Set the call recording to start Now for calls that have already started or Later for calls starting in the future.

      Note:

      It can take up to 10 minutes for Gong to start recording the call

   2. Enter the workspace you want the call to be saved in

   3. Enter the URL for the conference call

   4. Enter a description for the conference call

   5. Enter the email addresses of other participants, so that the call can be associated with the correct account or opportunity

   6. Select whether the call is external or internal

3. Click SCHEDULE CALL.

Record an internal call

You may want to record internal calls, even if your company is set to only record calls with at least one external participant. For example, if someone can't attend and wants to listen later, or to enable you to revisit an important call with your team mates.

Here's how you can manually set Gong to record an internal call:

• In the invitee list, add an email address with an external domain

• Invite the Gong assistant to the meeting

• Schedule the call from the homepage

If you want to record internal calls on a regular basis, talk to your Gong tech admin about your recording setting.

Record a call with the Gong assistant

When you invite the Gong assistant to a call, this tells Gong that you want the call to be recorded, regardless of your company settings or any other settings which may prevent the recording. The only case where a call won’t be recorded even if you invited the Gong assistant is if your company enforces consent and a participant doesn’t explicitely consent to being recorded.

To add the Gong assistant to a call:

1. Click your profile icon and select My settings.

2. In the Web conference recording section, click Copy to copy your company’s unique Gong assistant email address.

3. In your calendar event, add the Gong assistant’s email to the participant list.

   Note:

   Calls will only be recorded when the call is set up by a Gong user with permission to manually schedule and upload calls. Contact your Gong tech admin if you need these permissions.

4. You'll receive an email either confirming that Gong will record the call, or explaining why the call can’t be recorded, with steps on how to fix the issue. For example, we won't be able to record if someone who doesn't use Gong adds the assistant to the call, or if your company has disabled recording with this web conference system.

Record a long call (over 7 hours)

Gong can process calls that are up to 7 hours long. If you're planning a call that will be more than 7 hours long, here are some ways you can handle it:

• Create two back-to-back meetings, each less than 7 hours long.

• If you were unable to create two separate meetings and recorded your call in platform not integrated with Gong, do the following:

  • Download the media file to your computer.

  • Split the recording into parts, each less than 7 hours long:

    • If the call was recorded using Zoom, you may be able to download the call from Zoom’s website. See Zoom’s guide on downloading cloud recordings for more instructions. Zoom provides MP4 files which can be edited using QuickTime Player (for MacOS) or using one of Microsoft's video editing solutions (for Windows).

    • You may also be able to use your computer’s native editing software, or 3rd party software like Audacity or Adobe, to split the recording into multiple parts.

  • Once you've created separate files of less than 7 hours each, you can upload them individually to Gong.

  • Contact your tech admin if you can't upload the call to Gong and ask them to make sure you have the permissions to do this. Learn more about permissions.

Note:

Calls that are manually uploaded to Gong don't have speaker identification. Speakers are listed as Speaker 1, Speaker 2, and so on.

*The features available to you depend on your company’s plan and your assigned seats.