Manage a call recording

Your ability to take some of these actions depends on your permission profile.  Some of these actions are only available to call owners and tech admins.

Rename a call

When you change the name of a call, it changes throughout Gong. There are two ways to change the call name.

Via the call page

1. Go to the call page and hover beside the call name until appears.

2. Enter the new name and click enter.

   

Via the Call info tab

1. Go to the call page, click the Call info tab and then click beside the call name.

2. Enter the new name and click .

   

Change speaker name

If a speaker is misidentified or not identified, call participants or a business admin can edit the speaker name.

1. Open the call page and hover the speaker name until appears.

   

2. Click to open the Change name dialog, search for the correct name, and click Apply.

   

It takes 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.

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. The ability to trim calls depends on your permissions. If you don’t see it and think you should, contact your tech 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. Learn more about sharing calls

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 based on your permissions. If you don't see this option and think you should, contact your tech 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.