Applies To
- Outreach Users
- Outreach Admins
Frequently Asked Questions
Q: How can a user determine if Kaia is recording the call?
A: When Kaia is not recording, the meeting host will notice three things: 1) a video participant tile saying Kaia is paused, 2) a Zoom chat message saying Outreach is not recording, and 3) the Kaia live window saying waiting for the host to start cloud recording. The meeting host should press record in Zoom for Kaia to start recording.
Q: In the list of Kaia call recordings, I see a call but it doesn’t have a recording, why not?
A: When ‘Enforce Zoom Consent’ is configured, an empty call recording will result if the call recording was blocked due to the host not obtaining consent by pressing recording to cloud in Zoom.
Q: What happens if a user disables Zoom Cloud Recording?
A: Kaia will still join the call and will be seen as a meeting participant, but Kaia will not record the call if Zoom is not recording to the cloud. When Kaia is not recording, users will see a video participant tile showing Kaia is paused and will receive a chat message that Outreach is not recording. The user should press record in Zoom for Kaia to start recording.
Q: If a meeting participant doesn't click to accept Zoom consent, what happens?
A: Zoom will let the participant into the meeting, but their audio/video is muted and they are not recorded.
Q: Will Kaia show up as a meeting participant? What will it show if recording/not recording:
A: The Kaia participant tile will appear and the name of the tile can be customized by the customer. The text on the tile will distinguish when Kaia is or is not recording.
Q: What happens if Kaia is added to a meeting that is already in progress?
A: If Kaia is added to a meeting already in progress Zoom prompts for consent from existing participants. Zoom will also prompt new participants joining the meeting for consent.
Q: What happens if the Zoom recording is stopped or paused mid-meeting?
A: Kaia will stop/pause any time the Zoom recording is stopped/paused. The Kaia participant tile will remain in the meeting and the text on the tile that indicates it is recording will no longer appear. If the Zoom recording is resumed, then Kaia will again resume recording.
Q: Can some Kaia users be configured with Zoom consent and others without?
A: No. The consent policy is an org-wide setting and is applied to all Kaia users in that org.
Q: Will Kaia record if any user in the meeting records to Zoom?
A: Kaia only records when the meeting host initiates Zoom recording, either through auto-recording all calls when they start, or by manually initiating cloud recording during the call. Recording by other zoom users in the call will not cause Kaia to record, only the meeting host.
Q: What will happen if the Zoom link input into admin settings does not match the zoom link in the meeting invite?
A: If you the base of the zoom link (e.g. https://company.zoom.us) does not match the base of the zoom link in the meeting invite, a message that reads ‘Kaia cannot be added to meetings outside your organization’ will be shown in place of the typical Join with Kaia button.
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