Troubleshooting call recording in Attio
Find solutions for when calls aren't being recorded as expected.
If the Attio call recorder isn’t working as expected, there are a few common issues you can check.
This article covers:
Why the recorder may not be joining calls
Why calls may not be recorded successfully
How to resolve common issues with Zoom, Microsoft Teams, and Google Meet
Why the recorder may be joining unexpectedly
Identify the issue
Troubleshooting depends on what you observed during the meeting. Start with the section that matches your situation:
Attio never joined the call
If you did not see Attio join the meeting, check the following:
Confirm that you or a colleague enabled auto-recording or manually started the recording. Only Pro and Enterprise customers can record calls.
Verify that the meeting meets Attio’s requirements for auto-recording. Attio does not auto-record internal calls, though internal calls can still be recorded manually.
Check that you are using the same video conferencing link included in the calendar event. It must be the original meeting link (Zoom, Teams, or Google Meet). Redirected or rewritten links will not work. Some security tools, such as Mimecast, can rewrite meeting links in calendar invites.
Review the scheduled start time. With auto-recording enabled, the call recorder requests to join about 30 seconds before the meeting start time. You can manually start recording earlier if needed. If the recorder is not admitted within 10 minutes of the meeting start time, it will automatically leave.
Consider whether the event was rescheduled. Attio’s recorder will not join a rescheduled meeting if someone joined the original scheduled meeting. However, it will join a rescheduled meeting if no one joined the original meeting.
Confirm that the calendar event appears in Attio. Look in the Activity tab on the record page of an external participant. If you do not see it, continue below.
The calendar event isn't showing in Attio
If the calendar event isn’t appearing in Attio, the recorder will not be able to join. Check the following:
Confirm that you or another participant is syncing their calendar with Attio. This is necessary for the recorder to join.
Ensure that at least one synced participant on the event has recording enabled.
If the calendar event was just created, allow 3 to 5 minutes for it to sync to Attio.
Check whether the calendar event was made private in Google or Outlook calendar. If so, it won't sync to Attio and cannot be recorded.
Review the meeting for call recording details
If a call wasn’t recorded, the meeting event in Attio may show why.
To check this:
Search for one of the call participants and open their record.
Go to the Activity tab and find the meeting.
Open the meeting and look under Call intelligence for more details.
You may see messages such as:
Meeting not recorded (Recorder denied entry): The recorder was denied access to the call
Meeting not recorded (No conference setup): The meeting didn’t include a valid conferencing link
Meeting not recorded (Unsupported conference platform): The call used a non-supported platform (not Zoom, Google Meet, or Microsoft Teams)
Attio joined, but the call was not recorded
If Attio joined the meeting but no recording was created:
Confirm that someone admitted the recorder's request to join.
Ensure your video conferencing platform's settings are compatible, as outlined below:
Troubleshooting Zoom settings
Zoom settings may need to be adjusted for Attio to successfully record calls and generate transcripts. In addition, the Zoom host must attend the meeting.
Configure caption settings
Go to Zoom settings.
Turn on Automated captions.
If transcripts are still not being generated:
Hover over Show captions and click the ^ icon.
Select Host caption control settings.
Enable Allow closed captioning for this meeting.
If you don’t see an option to enable meeting captions, it’s likely the global Automated captions setting is turned off in your Zoom account settings.
Configure local recording settings
Local recording must be enabled for Attio to record successfully.
Log into zoom.us.
Go to Settings > Recording.
Enable Record to computer files.
Enable Internal meeting participants.
Enable External meeting participants.
Troubleshooting Microsoft Teams settings
Microsoft Teams settings may need to be adjusted for Attio to successfully record calls and generate transcripts.
Ensure live captions are enabled in your meeting:
Go to More actions.
Select Language and speech.
Select Show live captions.
Captions may also be disabled by Microsoft admins. Admins can check this setting to confirm.
Troubleshooting Google Meet settings
Google Meet allows hosts to control whether participants, including call recorders, can join without the host.
If that setting is not enabled, the call recorder won’t be able to join when the host is not present. The host can follow these steps to configure the setting.
The call is recorded, but transcripts aren't correct
If the call is not in English, confirm that the call has ended. The transcript is generated in a single supported language after the call ends.
You can manually regenerate any call transcript. Click the ⋮ icon in the top-right of a call page, then go to Transcript > Regenerate.
The call recorder is joining a call unexpectedly
If the Attio call recorder is requesting to join your calls and you are unsure where it is coming from:
Confirm that your own auto-record setting is disabled.
Consider whether the recorder may be coming from another tool (not Attio). Attio admins can check what the Attio call recorder is set up to look like on this page.
If you’ve confirmed the call recorder is coming from Attio but you have disabled auto-recording, likely one of your team members has auto-recording enabled or added the recorder manually.
Auto-record settings are controlled at the individual level, so each team member will need to check their own settings.
Still need help?
If you’ve worked through the steps above and Attio still isn’t recording calls as expected, contact support at [email protected].
To enable quicker troubleshooting, please include:
The meeting link
The time and date of the call
The conferencing platform used
What you observed (recorder didn’t join, joined but no recording, transcript issue, etc.)