Potential Reasons Your Copilot Call Wasn't Recorded 🚫

We understand it can be frustrating when Copilot doesn't record a call as expected. There are several reasons this might happen, and this document will help you understand the most common scenarios and provides clear steps to help you identify those as well:

To view unrecorded calls and understand why they weren’t recorded, go to the My Calls tab and toggle on the “Show unrecorded calls” option. 

Clicking on any unrecorded call will show you the specific reason it wasn’t recorded. Below are some common examples you might see:

• This meeting was not recorded as there are no external participants.
• Recording rule [Meeting organiser rule] set to ignore this call.
• A meeting participant from your organisation requested not to record.
• Not meeting URL found.

Most of these reasons are a result of user errors or admin-level settings configured in Copilot. To further break them down:

1. Calendar not connected: Without syncing your calendar, it is impossible for Copilot to know about your meetings. 
2. Bot Recording Disabled: The bot wasn’t allowed to record on your video conferencing platform.
3. Recorder Settings Mismatch: The meeting didn’t satisfy or meet the recording rules configured by your admin.
4. Consent Page Settings: One or more participants did not accept the recording consent, preventing the bot from joining.
5. Ad-hoc Meetings: Meetings that are not planned and scheduled on your calendar
6. 10 minute meeting buffer:  If the meeting does not start/if there is no audio detected in those 10 mins, then Copilot Bot will drop off from the call.
7. Internal Errors / Technical Issues: Rare technical glitches or unsupported settings

Let’s dive into each of these reasons and explore how you can resolve them step-by-step.

1. Calendar not connected : If your calendar (Google or Outlook) isn’t connected, Copilot cannot read your meetings. In order to resolve this:

•  Go to Profile > Preferences.
• Under the Copilot tab, go to Integrations. 
• Ensure your calendar shows “Connected”.
• If not connected, click “Sign in with Google/Outlook” to sync it. 

Note : For Copilot standalone customers, go to Profile > Profile Settings and follow the same steps mentioned above. 

2. Bot Recording Disabled : Copilot needs specific recording settings enabled for the video conferencing platform you are using (e.g., Zoom, Microsoft Teams). In order to enable these permissions : 

•  Go to Clari Studio > Copilot suite. 
• Navigate to Recorder Settings under the Recorder and Transcription section in the left panel.
• Select Copilot Bot for the video conferencing platform where you want calls to be recorded.  

Note : For Copilot standalone customers, go to Profile > Workspace Settings and follow the same steps mentioned above. 

3. Recorder Settings Mismatch : Copilot's auto-recording settings might not align with the specific meeting attendees or types of calls you expect it to join. To check these settings:

•  Go to Clari Studio > Copilot suite.
• Navigate to Recorder Settings under the Recorder and Transcription section in the left panel.
• Review the following settings:

• Which video conference meetings should Clari Copilot join?
• Restricted Domains and Emails under Configure Auto Recording. 

For detailed information on Recorder Settings and how to configure them, check out this article. 

Note : For Copilot standalone customers, go to Profile > Workspace Settings and follow the same steps mentioned above.

4. Consent Page Settings : If  Active Consent is enabled for your organisation and if a single participant declines the bot from joining/recording the call, the call will not be recorded and the bot will not join the meeting. To check this setting : 

•  Go to Clari Studio > Copilot suite.
• Navigate to Consent & Compliance under the Recorder and Transcription section in the left panel.
• Review your Active Consent settings.  

Note : If you’re already on a call and a participant who joins later chooses to decline recording, Copilot will immediately leave the call, and no part of the meeting will be retained or saved.

For detailed information on How Consent Page Works, check out this article. 

5. Adhoc Meetings : Copilot won’t automatically join  unscheduled or last-minute (adhoc) meetings. This typically happens when a meeting isn't on your calendar or was scheduled very recently. In such cases, you can manually invite Copilot to your meeting by following these steps:

•  Go to the Calls -> My Calls tab.
•  Click Join a Meeting (blue coloured button on the upper right corner just below your profile icon).
•  Paste the meeting link in the Meeting Url text box.
• Click Join Meeting — the bot will join the meeting within a minute.    

6. 10 minute meeting buffer: Copilot has a buffer time of 10 mins. The Copilot Bot will join the call and wait for up to 10 mins. If the meeting does not start/if there is no audio detected in those 10 mins, then Copilot Bot will drop off from the call. Also, remember to not let the Copilot Bot be in the waiting room for too long, make sure you allow the Copilot Bot inside the meeting room and also ensure nobody kicks the bot out midway during the meeting.

7. Internal Errors / Technical Issues : Occasionally, an internal system error or a complex mismatch in platform settings can prevent Copilot from joining a call. These issues are generally not exposed externally for troubleshooting.If none of the above reasons apply, please raise a support ticket. Our Copilot-Support team will then be able to investigate further