The goal of InsightSquared's Conversational Intelligence is to record as many of your customer conversations as possible, as seamlessly as possible. Whether you're a new InsightSquared user or you're a vet wondering why your meeting didn't record, we've written this guide to walk you through the criteria for our Conversational Intelligence to successfully join and record a meeting.
1. Do you have a recorder license?
InsightSquared offers two types of licenses:
those that can coach only
those that can coach and record conversations.
You can quickly check if you can record by checking your Profile and looking for an Integrations tab.
2. Do your calendar events contain a supported meeting link?
InsightSquared needs to know where to go to join your meeting. We check all fields of the invite for meeting URLs (e.g. Zoom or Google Meet) to check if we support joining. Please ensure that you only have one meeting link per event (e.g. do not add both a Zoom and Google Meet URL).
3. Did you change the event within 15 minutes of the meeting start?
If you're creating or updating a calendar event (for example, adding participants or the meeting link) less than 15 minutes before it is due to start, IS2 CI most likely won't pick up this last-minute change.
4. Were you the organizer?
Today, IS2 CI requires you to be the organizer of the meeting. We cannot yet join external meetings. If someone else on your team creates your invites, that's no problem! Check out this article to learn how you can transfer ownership of an event to ensure the correct person is the Organizer when using Google. (They just need to assign you as the organizer.) If you're using Zoom, you need to be the host of the meeting for IS2 to stream.
5. Do you use a "waiting room"?
If you do, you must ensure you admit the InsightSquared Notetaker participant to the meeting. (This applies to Google Meet and MS Teams only.)
6. Did at least one external participant join the meeting?
If your organization is set to not record internal meetings, at least one external guest should join. This is a guest with an email domain different from yours. By default, InsightSquared does not join internal meetings since they can contain private or sensitive information.
7. The meeting should not end prematurely.
If the meeting is ended early and restarted, IS2 CI will only record up to that point of the original meeting.
8. The meeting should not be recurring or rescheduled (Outlook users only).
If the meeting is in an Outlook calendar and is recurring, we cannot currently import it. To work around this, the meeting should be a single instance. We also do not support re-scheduled Office meetings - the meeting should be deleted & a new one should be created from scratch.
If you run into any issues, please contact support.
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