Conversation Intelligence sometimes doesn't record a call you expected it to. This usually happens because of a setup or meeting detail that kept the bot from joining or recording — though occasionally it's a system-level issue on our end. This guide walks you through how to identify the cause and fix it.
In this article:
You're in the right place if you're experiencing any of the following:
- You toggled on "Show unrecorded calls" in the My Calls tab and see a call marked as not recorded
- You expected a call to be recorded but there's no transcript or recording available afterward
- Clicking into the unrecorded call shows a status message such as "Call too short to record," "Unable to record audio," "Meeting deleted," or similar
Find your cause and jump to the fix:
What happened | Jump to fix:
- Your calendar isn't connected to Conversation Intelligence | Fix 1
- Your admin's recording rules excluded this meeting | Fix 2
- A participant didn't accept the recording consent prompt | Fix 3
- The meeting wasn't on your calendar in advance (ad-hoc meeting) | Fix 4
- No one outside your organization was in the meeting | Fix 5
- You saw a specific system status message (e.g., "Call too short to record") | Fix 6
- Not sure what caused it | Start with Fix 1 — it resolves most cases
Conversation Intelligence relies on your calendar to know a meeting is happening. If your calendar isn't connected, it has no way to join.
- Open your Conversation Intelligence settings.
- Check whether your calendar shows as Connected.
- If it doesn't, click Connect Calendar and follow the prompts to reauthorize.
✅ How to know it worked: Your upcoming meetings appear in the My Calls tab before they happen.
Admin action required: This fix can only be completed by an admin.
- Ask your admin to open the Recording Rules settings in the admin console.
- Have them check whether a rule (for example, one that skips internal-only meetings) is excluding the meeting in question.
- Have them adjust the rule if the exclusion wasn't intended.
✅ How to know it worked: Meetings that match the updated rule are recorded going forward.
Conversation Intelligence can't join a call unless every participant accepts the recording consent prompt.
- Before your next call, let participants know a recording consent prompt will appear.
- Ask each participant to accept the prompt when it appears.
✅ How to know it worked: The bot joins the call and appears as a participant instead of dropping off.
Meetings that aren't on your calendar in advance won't be joined automatically.
- Start or join your ad-hoc meeting.
- Manually invite Conversation Intelligence to the call using your workspace's manual invite option.
✅ How to know it worked: The bot joins within a few minutes of being invited.
Admin action required: Changing this default requires an admin.
By default, Conversation Intelligence only records meetings with at least one participant from outside your organization.
- Confirm whether your meeting included any external participants.
- If you want internal-only meetings recorded too, ask your admin to change this default in Workspace settings.
✅ How to know it worked: Internal meetings begin appearing as recorded once the setting is updated.
Fix 6: Understand a system status message
- Sometimes Conversation Intelligence shows a specific status instead of a recording. These are usually automatic and resolve on their own:
- "Bot denied entry" — the bot wasn't admitted from the waiting room, or was blocked by a meeting policy.
- "Call too short to record" — the call was brief, or the bot was removed before recording started.
- "Unable to record audio" / "Recording error" — audio capture failed, or the bot was removed mid-call.
- "Meeting deleted" — the meeting was deleted, or call data couldn't be retrieved.
- "Unable to verify call status" or "No data / insufficient data" — call data couldn't be retrieved or was empty on our end.
- Compare the status message shown against the descriptions above.
- If the message matches what actually happened (e.g., the call really was short), no action is needed.
✅ How to know it worked: If the status doesn't match what you experienced, continue to If the Issue Persists below.
If you've tried the fixes above and the issue isn't resolved, or a system status message doesn't match what you experienced:
- Check for known issues: Visit our Status Page to see if there's an active incident affecting recording.
- Contact support: Reach out to our support team. To help us resolve this faster, have the following ready:
- Your account name and the email address you use to log in
- The date and time of the call
- The status message shown, if any
- A screenshot of the unrecorded call in the My Calls tab - Community or peer support: You can also search this issue to see if other users may have found additional solutions.
To avoid this issue in the future:
- Keep your calendar connected: Reconnecting after any password or SSO change avoids sync gaps that stop Conversation Intelligence from seeing new meetings.
- Confirm recording permissions after platform updates: Video conferencing platforms occasionally reset app permissions after an update — a quick check avoids surprises.
Understand the feature:
