Comprehensive Guide to Copilot Zoom Recording 

This guide is an in-depth overview of setting up and using Copilot's Zoom recording and workflows. It covers the connection process, various recording methods, consent management, and Zoom Phone integration. This guide for both admins and end users.

 

This article has these sections: 

 

1. How Does Copilot Record Zoom Calls?
2. How To Connect Zoom
3. Local Recording Enablement
4. Recording Consent
5. Zoom Phone Integration
6. Troubleshooting

 

How Does Copilot Record Zoom Calls?

Copilot has two primary methods for recording Zoom calls: Native recording and bot joining calls. Each method has its own set of capabilities and requirements.

 

1. Native Recording

Usage:

Suitable for admins who aren't comfortable turning on local recording for your users or having the bot join the call.

 

Capabilities:

 

• Utilizes Zoom’s native integration to record calls. You choose to record calls based on your preference. You can also pause and resume recordings.

• Does not support real-time features such as Battlecards, Bookmarks, and Monologues.

 

2. Bot Joining Calls

Usage:

Recommended for anyone who need real-time support and do not mind having the bot join the meeting.

 

Capabilities:

• Supports real-time features such as Battlecards, Bookmarks, and Monologue Alerts.

• The bot joins and records calls, providing immediate access to recordings and real-time features.

 

Benefits of Bot Joining Calls:

• Real-time transcriptions and annotations during the call.

• Immediate access to recordings with enriched features for analysis and coaching.

 

Note: For both methods, recordings will include the default Zoom announcement and recording indicator.

 

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How To Connect Zoom

To record and analyze your Zoom meetings with Copilot, sync your calendar with Copilot and optionally connect Zoom for a seamless experience.

 

Here's how:

 

Syncing Your Calendar

Syncing your calendar is essential for Copilot to identify which meetings to record or download cloud recordings for. These instructions are for normal users.

 

Google Calendar and Outlook Calendar:

 

1. Go to your Copilot profile settings at the top right (Your name icon > Profile Settings)
2. On the left, click Integrations
3. Click Connect on the Google integration card or Outlook integration card
4. Follow the prompts to sign in and complete the connection
   
   

Connecting Zoom with Copilot

Connecting Zoom with Copilot will give you a more seamless recording experience. This connection is essential for downloading Zoom cloud recordings and/or automatically managing recording permissions.

 

Scenarios for Zoom Connection:

 

• Native Recording: Needed for downloading Zoom cloud recordings.

• Bot Joining Calls: Needed for the bot to automatically join calls and turn on local recording. If Zoom is not connected, the bot will ask the host for recording permission on every call.

 

Setup Instructions for Admins:

 

1. From Copilot, at the top right under your name icon, click Workspace settings > Admin Integrations 

2. Click Connect on the Zoom integration card.

3. Enter your Zoom credentials and complete the integration.

 

Note: Connecting Zoom is not mandatory if you are fine with the bot asking the host for recording permission on every call. However, for a seamless experience, we highly recommend it.

 

Asking Host for Permission

 

Permission Request:

 

• If you haven’t synced Zoom with Copilot, Copilot will need to ask the host for recording permission for each call. This includes all calls not hosted by the customer.
• Copilot will ask users to give Copilot the ability to turn on local recording for any meeting (provided the user has local recording enabled).
• If Zoom is synced with Copilot, then Copilot won't ask the host for permission to record the call. This streamlines the recording process and reduces interruptions.

 

 

Reason for Connection: Syncing Zoom with Copilot eliminates the need to ask the host for recording permission on every call, ensuring a smoother and more reliable recording process.

 

Note: Copilot has to ask the host for permission to record for all meetings not hosted by your org.

 

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Local Recording Enablement

To ensure seamless recording with Copilot, enabling local recording is mandatory if the customer has opted for the bot to join the call. Here’s how to manage local recording settings effectively:

 

How To Enable Local Recording

Local recording must be enabled to allow the bot to record meetings. For each Zoom meeting, the host needs to have local recording turned on. The simplest way to achieve this is by enabling local recording at the organizational level and locking the setting to prevent users from turning it off.

 

Mandatory Requirements:

 

Bot Joining Calls: If you choose to have the bot join calls, local recording must be enabled.

 

Local Recording Setup Instructions for Admin

Enable Local Recording at the Org Level:

 

1. Navigate to Zoom's Web Portal
2. Go to Account Settings under the Admin section
3. Find the Recording tab and turn on local recording

 

Lock Local Recording (Recommended):

 

To ensure that users cannot turn off local recording, click the lock icon next to the local recording setting. This action makes the setting mandatory across the organization, preventing individual users from altering it.

 

User-Level Enablement (If Not Locking at Org Level):

 

• If the organization prefers not to lock the setting, ensure local recording is enabled for all users who will be recording calls with Copilot.
• Users can enable local recording by visiting Zoom Profile Settings, clicking on the Recording tab, and toggling on local recording.

 

Note: Locking local recording at the org level is highly recommended for simplicity and higher success rates.

 

Impact on Users:

 

Bot Recording: Local recording must be enabled for the bot to join and record calls automatically. If local recording is not enabled, the bot will not be able to record the meeting.

 

Configuration Pre-requisites:

 

1. Ensure local recording is enabled and configured properly as per the above instructions to avoid any recording failures.
2. For bot recording, make sure that the following settings as also unchecked: Only users in your account can request to record to their computer. We need this unchecked so that the Clari Copilot bot can locally record the meeting.

 

 

Under Meetings, toggle OFF the “Only authenticated users can join meetings from Web client” setting so the Clari Copilot bot can join the meeting.

 

Unblock SDK Apps

If your org has a setting to block SDK apps, you will need to add our App to the white list to allow Clari Copilot to join via the Zoom SDK. To do this, raise a support ticket with Zoom and ask them to unblock the Clari Copilot SDK by sharing the following details:

 

^{SDK App keys:}

^{SDK key: I3SdHNlgbF6MzAh66CeqlYys3s2jynLra1WV}

^{App ID(from marketplace URL): qo6ThcC-SUqHAGjjLu8Urg}

^{Oauth Client ID: qaq67o5OQsq3yFUOkI5MqA}

^{Oauth App keys:}

^{OAuth client ID: cVxKnYbSsujyPGvH0GE3A}

^{APP ID(from marketplace URL): 9D2Na8IFQ-ivG59IJEdJMA}

 

To Use Native Recording 

 Enable Native Recording via the following steps:

 

Note: If you turn de-select Copilot's bot (see below), then Copilot uses Zoom’s native recording instead. This means the usual Copilot consent pop-up won’t appear for meeting participants. Zoom handles the recording notifications and consent procedures. After the meeting, Copilot will grab the recording from your Zoom cloud.

 

 

1. Connect Zoom to Copilot as described above.

2. From Studio, go to the top left menu >  Copilot 

3. In the left nav click Recorder Settings and make your selections:

 

 

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Recording Consent

Recording consent is a critical aspect of ensuring compliance with Zoom’s policies. Here’s how Copilot handles consent:

Default Announcements

Automatic Announcements:

 

• Copilot triggers the default Zoom recording announcement for all calls. Participants will hear, "This call is being recorded," and will see a red flashing dot on their Zoom screens.
• This visual and auditory cue ensures that all participants are aware of the recording.

Additional Consent Mechanisms

Outside of the default Zoom announcements, Copilot also supports additional mechanisms for collecting consent:

 

1. Consent Page: Participants can provide consent through a dedicated consent page, ensuring they are fully informed about the recording.

2. Pre-Meeting Reminder Emails: Consent can also be collected via pre-meeting reminder emails, where participants are informed in advance about the recording and can provide their consent.

 

Read more on consent here.

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Zoom Phone Integration

Integrating Zoom Phone with Copilot allows for automatic transcription, analysis, and coaching of call recordings. Here’s how to set it up:

Enabling Zoom Phone

1. Recording Enablement: Ensure that call recording is enabled in Zoom Phone (dialer) before starting the integration.

2. Setup Instructions for Admins:

   • Ask your CSM or Support team to enable Zoom Phone for your account

   • From Copilot, go to your name icon at the top right and Workspace settings > Admin Integrations 

   • Click Sync for Zoom.

   • Sign in to your Zoom account and grant Copilot access.

   • Copilot will automatically download and analyze Zoom recordings from the past 30 days.

   • Copilot checks for new recordings in Zoom every 30 minutes to ensure continuous analysis and coaching.

User Responsibilities

• Connecting Zoom: Users need to ensure that Zoom is connected to Copilot to facilitate the download and analysis of Zoom Phone call recordings.
• Recording in Zoom: Users must record their Zoom Phone calls in Zoom for Copilot to access and analyze them.

Benefits and Usage

Automatic Transcription and Analysis:

 

• Copilot transcribes and analyzes Zoom Phone calls, providing insights and coaching opportunities.
• Recordings are organized and accessible within the Copilot app.

Continuous Monitoring:

 

• Copilot regularly checks for new recordings, ensuring that all relevant calls are captured and analyzed.

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Troubleshooting

1. The bot joined the call, but the call wasn’t recorded. What happened?

   • If Copilot joins a call but doesn't record it and the error might states, "This meeting was not recorded as recording permission was not granted by the host” - this is because the host of the Zoom meeting denied Copilot permission to record the meeting recording. To avoid this, ensure that Zoom is connected with Copilot and for calls that are not hosted by the customer, ask the host to allow Copilot to record the meeting beforehand.

   • If Copilot joins a call but doesn't record it and the error might states, "This meeting was not recorded as local recording was turned of for user X”- this is because local recording is turned off and Copilot cannot request or start recording. The bot would have still joined the meeting and leaves the meeting after 10 minutes of inactivity. To avoid this, ensure that local recording is turned on for all users who will be recording meetings on Copilot.