Objective
Access assets - such as transcripts or recordings - from Connect meetings to meet organizational objectives such as ensuring quality experiences or record-keeping.
NOTE: Coconut Connect is an add-on feature. Please connect with your Customer Success Manager to get started.
Steps
There are 2 ways to access meeting assets associated with an engagement.
Appointment Details
To access Connect meeting assets when viewing an appointment:
From the navigation menu, click Schedule.
Navigate to open the appointment whose recording and/or transcript you want to review.
If the meeting was conducted using Coconut Connect, there will be a Meeting Files section.
Select the asset (Audio recording, Audio transcript, or Chat transcript) you want to review directly from this section.
NOTE: If files are not available with the details for Coconut Connect meetings, please reach out to support to ensure you have the right access for this option.
Client Activity
To access Connect recordings and/or transcripts when viewing Client Activity:
From the navigation menu, click Clients
Navigate to the client whose recording and/or transcript you want to review
Click Activity
Click the Coconut Connect tab
Navigate to the record you want to review
Click Download
Select the asset (Audio recording, Audio transcript, or Chat transcript) you want to review
After a meeting completes, all recordings are automatically downloaded from our video partner. They are then stored in encrypted servers hosted in AWS and managed by Coconut.
If using Coconut Connect Classic, RAW recordings are stored through our video service partner, Twilio®. Composed recordings are stored in encrypted servers hosted in AWS and managed by Coconut. Please reach out to Customer Success if you are unsure if you are using Coconut Connect or Coconut Connect Classic.
Hot Tip!
If, when attempting to access the audio recording you receive a status of Not Recorded it means Coconut Connect Recordings was not enabled at the time of the meeting and there is no audio track available. To enable this, please reach out to Customer Success.
Another hot tip!
If, when attempting to access an asset you receive a status of Not Completed it means either the meeting hasn’t begun or is in progress. Depending on the length of the meeting and corresponding file sizes, users can anticipate a slight delay between when a Connect meeting is set to Complete and a recording or transcript is available.
A note on access and visibility
Admins and managers can access Connect audio recordings, audio transcripts, and chat transcripts.