Listen to a call

All team members

Any Gong plan*

Any call you have access to

With Gong recording your calls, you can spend your time on calls listening rather than note-taking. When the call is over, go back to the call and listen again, so you can learn, improve, coach, prep for your next call, and more.

Listen to a recorded call

Click on a call to open the call page.

At the top of the page, you'll see the following:

1. Call title: Hover the title to edit it.

2. Call date, duration, and account: Click on the account name to open the account activity panel on the right, where you see recent meetings and emails, changes to the CRM, digital interactions and more.

3. Add to:

   1. Add to library: Click here to add the call, or part of it, to a folder

   2. Add to Listen later: Click to make the call accessible via the Listen later list on the homepage and the Gong mobile app

4. Share call: Click here to share the call with customers or people at your company, or to embed the call.

5. Generate follow-up email: Click here to generate a follow-up email that includes a summary of the meeting.

Below the video is a playback bar with the following controls:

1. Choose to listen to specific speakers

2. Select parts of the call to share, save, trim, or download

3. Speed up or slow down the call as you listen

4. Jump 15 seconds backwards

5. Play the call, or pause it while it's playing

6. Jump 15 seconds forwards

7. Move to the next speaker

8. Adjust the volume

9. Expand the video to full screen (or exit full screen if expanded)

10. Purple pointer : Use this to move any place you want in the call. If the call comes with an AI-generated outline, hovering here shows a preview of what was covered at that moment in the call.

11. Speakers: See who spoke during the call and when. Hover their name on the left side of the screen. Turn the toggle off if you don't want to hear their part in the conversation.

12. Screen share: See when the screen was shared.

13. Topics: See which topics were covered.

If you're viewing the call in full screen, click Scroll for more details to see this info about the call.

Once you've listened to a call, it's marked along the top. Hover the icon and see when you listened, and for how long.

Edit speaker name

If a speaker is misidentified or not labeled, here’s how you can edit their speaker name.

Note: Only call participants, business admins and tech admins can change a speaker’s name in a call.

1. Hover the speaker’s name and click .

2. Search for the correct name and click Apply.

It may take a few moments for the speaker name to update. When it does, it’s updated in the call info tab, Spotlight, search, and call stats. Manually editing the speaker name does not affect the activity association, so it doesn’t update in the activity feed.  

Can’t find the person you’re looking for?

If you can’t find the person you’re looking for, it’s possible that they aren’t a contact in your CRM yet. Add them as a contact to your CRM, then come back to the call page and you’ll be able to find them here.

Listen to specific speakers

If you want to listen to specific speakers on a call, click in the action bar, and select the person or people you want to listen to.

When the recording plays, it will skip segments when people who aren't selected are speaking.

You can also select which speakers to listen (or not) listen to by hovering the speaker names to reveal a toggle. Turn on the toggle to hear only that speaker. Turn it off so you don't hear that speaker.

Listen to a live call

You can join a live call as a participant, or just listen in.

Join a live call

• From the homepage, click on a call that's marked ON AIR and then click Join.

• From the Activity page: click the call and then click JOIN.

Listen in to a live call

• From the homepage, click on a call that's marked ON AIR and then click just listen in.

• From the Activity page: click the call and then click LISTEN IN.

The call opens in a new tab. You can listen to it, but not join. You won't be registered as a participant during the call or in the call data presented afterward. Up to 2 people can listen in at once.

Note: Listening in is not available for orgs using native Zoom recording.

Save a call to listen later

If you don’t have time to listen right away, click Add to Listen later on the call page.

You’ll find your saved calls on the homepage and in the Gong mobile app. You can also download the call recording as an audio or video file to listen offline.

Troubleshooting the call playback

Having trouble playing back a call? Is the playback slow, or maybe you can't skip forward or move backwards. If so, check the following and if necessary, contact your IT department:

1. Check your certificate provider: In your browser, navigate to the certificate for Gong. Check the certificate is a valid Amazon certificate. A valid certificate looks like this:

   

   If your certificate does not say Amazon or includes another provider, the call playback may not work properly. This is an example of an invalid certificate:

   

2. Play the call back in an incognito or private window.

3. Clear the browsing history.

4. Connect to a different network, for example through a hotspot, or turn of the VPN.

5. Play the call using a duplicate tab.

6. Play the call using an external share link.

7. Check whether other people in your organization are experiencing the same problem.

8. Check to see if any web security applications are installed on your computer. If so, ensure that *.gong.io is excluded.

9. Contact Gong Support.

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