General
How does Gong record web conference / video calls?
Gong identifies calls that should be recorded based on the team member’s calendar. When the call begins, Gong joins automatically, and the Gong bot appears as an attendee.
For Zoom, you can set up native Zoom recording to record calls after you connect. When native Zoom recording is used, Gong downloads the Zoom recording after the call. Go here for more information.
What do I need to do to set up call recording?
In most cases, Gong uses team members’ calendars to identify the calls that need to be recorded. To do so, Gong must be set up for calendar sync (requires integration with your company’s Office 365 or Google Workspace).
In addition, each team member you want recorded must be set to “Record” on the Team Members management page.
Also, make sure that all the web conferencing providers you use are turned on.
How can I ensure that only relevant calls are recorded?
When Gong records web conference / video calls, it provides multiple controls over what calls get recorded:
Gong only records calls for team members that the tech admin has explicitly set to be recorded.
As the tech admin, you can decide whether to record calls only calls that are hosted by recorded team members, or all calls they participate in.
As the tech admin, you can set certain team members—such as anyone on the legal team—to never be recorded. This includes blocking recording for any meeting that otherwise meets the conditions to be recorded.
Team members can avoid recording a specific call by setting the calendar meeting as private ahead of the call, or by removing the Gong recorder during the call.
Which web conferences / video calls does Gong record?
For people who are set to be recorded, we record every calendar meeting with a web conference URL, provided they have additional internal or external participants, according to your company settings.
However, we won't record web conferences for any of the following reasons:
The meeting doesn't include any team members that are explicitly set to be recorded.
The meeting includes certain team members—such as legal team members—that are set to never be recorded, even if they participate in meetings otherwise set to be recorded (Set to 'Never record' in Change settings for a team)
The host is not set to be recorded, and even though the meeting includes people set to be recorded, you chose to not record meetings that recorded team members participate in (See 'Which meetings should be recorded' in this article)
The host set the calendar meeting as private ahead of the call, or removed the Gong recorder during the call. (See this article)
The web conferencing provider is not turned on.
Other settings that can affect whether or not a call is recorded:
Internal and external call settings ('Should Gong record internal web conference calls?' in Define the recording settings)
Recorded team members can add Gong to a web conference call manually. Go here for more info.
Note
If you schedule a meeting at the last minute, Gong may not have enough time to join and record the call.
Which providers should I turn on?
You should turn on all providers that your organization uses and that you want to have recorded by Gong.
What happens when I turn on a provider?
When you turn on a provider, Gong starts recording calls for that provider, effective immediately, provided they meet the recording conditions.
Gong identifies such meetings by scanning your team members’ calendars for meetings using that web conferencing provider. Gong cannot retroactively record any past calls with that provider.
What happens if a provider is turned off?
When you turn off a provider, Gong no longer records calls through that provider, and any future calls made through that provider will not be stored in Gong. Past calls and their related data are not affected.
Why do some providers have their own "Settings"?
Some providers, such as GoToMeetings, Webex, and Zoom, allow you to connect to their API.
There are a few benefits for connecting to the provider API, such as greater accuracy in identifying call participants, the ability to use the Gong consent page, and the ability to use native recording (Zoom only).
How can a team member stop recording a call?
When a recorded team member connects to a call, they will see the Gong recorder as a participant. The team member can simply remove that participant from the call to prevent Gong from recording it.
If using native Zoom recording, the call host can use Zoom controls to stop the recording.
How do I stop recording a specific team member?
If you don’t want Gong to record a specific team member going forward, go to the Team Members management page and turn off recording for that individual. Past calls are not affected.
Zoom integration
What are the advantages of connecting to Zoom?
We recommend connecting Gong to Zoom's API for several reasons:
Allows enabling native Zoom recording, with the highest quality recording possible.
Enables Gong to accurately attribute meetings to the right owner, and identify speakers and participants, especially when connecting through Zoom Rooms.
Gong can automatically switch Zoom user settings to VOIP to ensure the Gong bot joins and records the meeting.
When the Gong consent page is enabled, Gong syncs with personal meeting IDs automatically, without the need for users to add it manually.
How does Gong connect to Zoom?
Gong connects to Zoom on the account level, leveraging OAuth authentication. We do not store any credentials, only the OAuth token.
When Zoom recording is enabled, are all our Zoom meetings recorded?
No. Gong initiates Zoom recording for meetings and retrieves the relevant recordings based on the business rules and privacy settings in Gong.
Tip
Go here if you're looking for answers to questions about native Zoom recording.