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Troubleshooting call recording in Attio

Find solutions for when calls aren't being recorded as expected.

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If you've enabled call recording and started recording calls with Attio, but the call recorder isn’t working as expected, there are a few common issues you can check. This article covers why the call recorder might not be joining calls, along with steps to resolve problems in Zoom and Microsoft Teams.

Why the call recorder isn't joining calls

If the Attio call recorder isn't requesting to join your calls, check the following:

  • Have you enabled auto-recording or manually started the recording?

  • Are you on Attio's Pro or Enterprise plans? The Attio call recorder is limited to these plans.

  • Are you or another team member on the call syncing your calendar with Attio? This is necessary for the recorder to join.

  • Are you using a video conferencing link that is also in the calendar event? The recorder can only join via a link in the event.

  • Was the calendar event just created? It may take a 3-5 minutes for the call recorder to join a brand new event while it syncs into Attio.

  • Did you join the meeting ahead of the start time? With auto-recording enabled, Attio’s call recorder will request to join about 30 seconds before the meeting start time. You can manually start recording earlier.

The Attio call recorder typically works with Google Meets, Zoom, and Microsoft Teams with no additional setup required. However, if you are having trouble recording calls or generating transcripts with Zoom or Microsoft Teams, you should also check your Zoom or Microsoft Teams settings.

Troubleshooting Zoom settings

If your Zoom settings have been updated from default settings, you may need to adjust settings for Attio to successfully record calls and generate transcriptions. To ensure Attio is able to record Zoom meetings, first configure your global caption settings on Zoom:

If the above setting is on, but transcripts are still not being generated, ensure meeting captions are also enabled within the meeting:

  • 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.

To configure your local recording settings on Zoom:

  • Log into your Zoom account at zoom.us.

  • Go to your Zoom recording settings: Settings > Recording.

  • Enable Record to computer files.

  • Enable Internal meeting participants.

  • Enable External meeting participants.

Troubleshooting Microsoft Teams settings

If your Microsoft Teams settings have been updated from default settings, you may need to adjust settings for Attio to successfully record calls and generate transcriptions. Ensure live captions are enabled in your meeting:

  • Go to More actions, select Language and speech, then Show live captions

It is also possible for live captions to be entirely disabled by admins, so if captions are still not working, check with your administrator about this setting.

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