Manage a call recording

Call recordings enable you to revisit calls, share them with colleagues and customers, spot trends, gain insights into what was said, and more. The actions described below enable you to manage these recordings, renaming, editing, trimming, and more. Your ability to take these actions depends on permission profile.

Rename a call

When you change the name of a call, it changes throughout Gong.

1. Open the call page and hover beside the call name until the edit icon appears.

2. Enter the new name and click enter.

You can also change the call title via the Call info tab. Click on the tab and then click the edit icon beside the call name.

Trim a call

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 call. Only the call owner or tech admin can trim a call. This ability to trim calls is set in your profile permission. If you don’t see it enabled and think you should, contact your admin.

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

2. 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.

3. Select Trim out this part.

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

Restore trimmed parts of a call

From the moment the call was recorded, you have 6 months to restore parts that have been trimmed out. After this time, the original recording is discarded and only the trimmed recording is kept. Only the call owner or tech admin can restore trimmed parts of a call.

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 trimmed afterwards, customers will still have access to the untrimmed call. To make sure customers get the trimmed version, cancel access to the call you already shared, and share it again. For more, see this.

Delete a call

Deleting a call permanently removes the call recording, along with all of its associated data, from Gong. Once a call is deleted, it is not recoverable. The ability to delete calls is set in your permission profile. If you don't see this option and think you should, contact your Gong admin.

1. Go to page of the call you want to delete, click and select Delete recording.

What's removed when you delete a call?

When you delete a call recording, you permanently remove it from Gong, along with any associated data. This includes:

• Call-related data like transcripts and media

• Notes, comments, and scores

• Call stats

• SFDC tasks that were created in relation to the call

If the call is in Gong Conversations in Salesforce, it's deleted there too.