Troubleshooting call recording in Attio
Find solutions for when calls aren't being recorded as expected.
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 calls are not recording successfully
If the call recorder isn't joining a meeting, the troubleshooting steps will depend on what you observed.
Attio never joined the call
If you aren't seeing Attio join the call, or it never joined a past call, check the following.
Confirm that you or a colleague has enabled auto-recording or manually started the recording. Only Pro and Enterprise customers can record calls.
Verify that at least one meeting participant is external. Attio does not auto-record internal calls, though you can manually record them.
Check that you are using the same video conferencing link that is in the calendar event. It must be the original meeting link (Zoom, Teams, or Google Meet). Redirect or rewritten links will not work. Some security tools, such as Mimecast, can rewrite meeting links in calendar invites.
Consider the meeting 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.
Check your meeting waiting room. If not admitted within 10 minutes from the start of the meeting, Attio's call recorder will automatically leave the waiting room.
Check that the calendar event is in Attio. Look in the Activity tab on the record page of an external participant. If you don't see it, move to the next section.
Consider whether the event was rescheduled. Attio's call recorder is unable to join rescheduled meetings.
The calendar event isn't showing in Attio
If the calendar event isn’t appearing in Attio:
Check that you or another team member on the call is syncing your calendar with Attio. This is necessary for the recorder to join.
If the calendar event was just created, allow 3–5 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.
Attio joined, but the call was not recorded
Confirm that someone admitted the recorder's request to join.
If it is a Zoom or Microsoft Teams call, ensure your settings are compatible, as outlined below.
If you’ve worked through these checks and Attio still isn’t recording your calls, contact [email protected] for help.
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:
Go to Zoom settings.
Turn on Automated captions.
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.