Documentation

What is CallRecap? CallRecap automatically generates AI-powered analysis of your Zoom Contact Center calls and pushes structured summaries to your connected CRM. It extracts structured summaries, quality scores, CSAT predictions, risk flags, topics, and coaching tips from every call — so your team spends less time on post-call notes and more time helping customers.

Prerequisites

• A Zoom Contact Center account on the Essentials or Premium tier
• Admin access to your Zoom account (for initial installation)

Installation

1. Find CallRecap in the Zoom Marketplace and click Install.
2. Authorize the requested permissions — CallRecap needs read access to your Contact Center engagements, recordings, and user list.
3. You'll be redirected to CallRecap and signed in automatically via Zoom OAuth.
4. Complete the onboarding wizard: set your organization name, then review the setup checklist to configure licensing and CRM connections.

Having trouble installing or connecting? See Troubleshooting for common issues and solutions.

The dashboard is your home base for monitoring call activity and managing your team.

Overview Page — Shows hero metrics at a glance: sentiment health, average CSAT, first contact resolution rate, and average quality score. Below that, charts for sentiment trends, category breakdown, call volume, calls by hour, effort distribution, risk flags, and compliance (Business tier). Admins see org-wide data; agents see their own metrics.

Setup Checklist— After onboarding, a persistent checklist appears on the Overview page until all four items are complete: webhook received, agent licensed, CRM connected, and first summary generated. You can dismiss it once you're set up.

Navigation — Admins see Overview, Engagements, Summaries, Agents, and Settings in the sidebar. Agents see Overview, Engagements, and Summaries.

Summaries are generated automatically when a Zoom Contact Center call ends. CallRecap receives a webhook from Zoom, downloads the call recording, and sends it to our AI for audio-first analysis. If the recording isn't available, it falls back to the text transcript.

Base summary

• Call Reason — A concise description of why the customer called
• Key Points — 3 to 7 highlights from the conversation
• Outcome — How the call was resolved
• Action Items — Follow-up tasks with assigned owners
• Sentiment — Positive, neutral, negative, or mixed
• Category— Automatically classified into one of your organization's categories (e.g., billing, technical, sales)

Call intelligence

• CSAT Prediction — Predicted customer satisfaction score (1–5)
• Customer Effort — How much effort the customer had to exert (low, medium, high)
• Resolution Status — Whether the call was resolved, needs follow-up, was escalated, or left unresolved
• Coaching Tips — Actionable suggestions for agent improvement (null when the agent performed well)

Agent quality scoring

• Quality Score — Overall agent quality score (0–100), computed from weighted dimension scores
• Quality Breakdown — Per-dimension scores (e.g., greeting, empathy, professionalism, knowledge, efficiency — each 0–20)
• Speaker Sentiment — Per-agent sentiment analysis, including customer sentiment
• Risk Flags — Detected risks like churn risk, escalation needed, compliance concern, callback required, or dissatisfied customer
• Per-Agent Analysis — On multi-agent calls, each agent gets individual quality scores, breakdowns, coaching tips, CSAT, effort, sentiment, risk flags, and topics

Topic detection

• Multi-topic detection with confidence scores per call. Customize up to 20 topics to track what matters to your business.

Compliance detection (Business tier)

• Per-rule compliance scoring with pass/fail/N/A results. Overall compliance score (0–100) computed as percentage of rules passed. Per-agent compliance results on multi-agent calls.

Evidence references

• Each AI metric includes temporal references pointing to the exact moments in the call where key points, action items, topics, risk flags, compliance results, and coaching tips were observed. Click any metric to jump to that moment in the audio player.

Viewing and filtering summaries — The Summaries page lists all processed calls with search, pagination, and filters for sentiment, category, date range, agent, CSAT, quality score, customer effort, resolution, risk flags, topics, compliance, coaching tips, and CRM sync status. Click any summary to see the full detail view with interactive call review.

Agent management is available to admins under Settings > Subscription.

Licensing — Only licensed agents (and admins) can access the CallRecap dashboard. Admins can license agents from the Team Members section. Each licensed agent counts toward your per-seat subscription billing.

Roles — There are two roles: Admin and Agent. The first user to sign in becomes an admin. Admins can promote agents to admin or demote other admins to agent. Role changes take effect within a few minutes without requiring a re-login.

Agent Performance— Each agent has a detail page showing their quality scores, CSAT, customer effort, compliance, risk flags, coaching tips, topics, sentiment distribution, call handling breakdown, and quality radar chart. Admins can view any agent's performance from the Agents page. Agents see their own personal metrics on the Overview page — quality scores and other metrics reflect per-agent values, not call-level aggregates.

CallRecap supports CRM integration with HubSpot. CRM connections are managed by admins under Settings > CRM Integration.

HubSpot — Connect via OAuth. After a summary is generated, users can search for the contact by phone number and push the summary as an engagement note in one click.

Customizable note template — Control exactly what appears in your CRM notes. Under Settings > CRM Integration, admins can toggle sections on or off (call reason, key points, outcome, action items, scores, quality breakdown, topics, engagement details, and more) and reorder them. A live preview shows exactly how the note will look as you configure it. Available on all plans.

Retrying failed syncs — If a CRM push fails (e.g., due to a temporary API error), you can retry it from the summary detail page.

Connection limits — All plans allow one CRM connection at a time.

Other CRM systems— Don't see your CRM or CIS system listed? We're actively expanding integrations. Reach out via our contact form to let us know what you need.

CallRecap's AI analysis is highly configurable. Admins can customize six areas from Settings > AI Analysis.

AI Business Context — Provide a description of your business (up to 500 characters) that's injected into every AI analysis. This improves CSAT predictions, effort scoring, categorization, and coaching tips by giving the AI context about your industry and customer base. Available on all tiers.

Custom Categories — Categories classify your calls (e.g., billing, technical, sales). Create custom categories with a name, description, and color. The description helps the AI understand when to apply each category. Available on all tiers.

Quality Dimensions — Define 3–10 dimensions that the AI scores each agent on (e.g., greeting, empathy, professionalism, knowledge, efficiency). Each dimension is scored 0–20, and a weighted formula computes the overall quality score (0–100). Configure weights to emphasize what matters most. Available on all tiers.

Risk Flags — Define risk flags the AI should detect (e.g., churn risk, escalation needed, compliance concern). Each flag has a severity level (critical, warning, info). Default risk flags are available on all tiers. Custom risk flag creation requires Pro or Business.

Topics — Define up to 20 topics for the AI to detect across calls (e.g., billing inquiry, technical support, account cancellation). Each detection includes a confidence score. Available on all tiers.

Compliance Rules — Define up to 15 compliance rules the AI evaluates per call and per agent. Three rule types: script adherence, disclosure, and prohibited phrase. Each rule is scored pass/fail/N/A, and an overall compliance score (0–100) is computed as the percentage of applicable rules passed. Business tier only.

CallRecap offers three subscription tiers:

• Free — 50 summaries/month, full AI analysis (CSAT, effort, quality scoring, risk flags, topics, interactive call review), custom categories, quality dimensions and topics, 1 CRM connection with customizable note template
• Pro ($25/agent/month) — 3,000 summaries/month, everything in Free plus custom risk flags, CSV export, email support
• Business ($45/agent/month) — Unlimited summaries, everything in Pro plus compliance detection (per-rule scoring), priority support, API access (coming soon)

Upgrading — Admins can upgrade from Settings > Subscription. You'll be redirected to Stripe to complete the checkout. Your subscription activates immediately.

Per-seat pricing — Paid plans are billed per licensed agent. Adding or removing agents automatically adjusts your subscription quantity.

Managing your subscription — Use the Stripe Customer Portal (accessible from Settings) to update payment methods, view invoices, or cancel your subscription. Cancellation downgrades you to the Free tier at the end of your billing period.

CallRecap uses an audio-first approach to call analysis. When a call ends, the system downloads the call recording and uploads it directly to the AI for analysis. This produces more accurate sentiment detection, CSAT predictions, and quality scoring because the AI can hear tone, pace, and inflection — not just the words.

Text fallback— If the recording isn't available (e.g., download failure or recording not enabled), the AI falls back to analyzing the text transcript. Messaging and email channel engagements always use text directly.

Recording storage — Call recordings are stored securely and available for playback on the engagement detail page. The audio player includes a speaker-segmented waveform and synced transcript for easy review.

Every AI metric on the summary detail page is linked to specific moments in the call via evidence references. These are temporal timestamps and text snippets that show exactly where in the call each insight was observed.

Clickable metrics — Key points, action items, topics, risk flags, compliance results, and coaching tips all show a play indicator when evidence is available. Click any metric to jump to that moment in the audio player.

Audio player — The call review includes a speaker-segmented waveform showing who is talking at each point, playback controls with speed adjustment, and active metric indicators — colored chips that appear below the waveform showing which AI metrics overlap the current playback position.

Synced transcript— The transcript scrolls in sync with audio playback, with the active line highlighted. When reviewing evidence, the relevant portion of the transcript is highlighted in the metric's color. Click any transcript line to seek to that point.

Keyboard shortcuts — Press Escape to dismiss evidence highlighting, and use arrow keys to navigate between multiple evidence references for the same metric.

Graceful degradation — Older summaries generated before evidence references were added display normally — metrics simply aren't clickable and no play indicators appear.

Uninstalling from Zoom Marketplace

1. Log in to your Zoom account and go to the Zoom App Marketplace.
2. Navigate to Manage > Added Apps or search for CallRecap.
3. Select CallRecap from the list.
4. Click Remove.

What happens when you uninstall

• Your Zoom OAuth tokens are immediately revoked — CallRecap can no longer access your Zoom Contact Center data.
• If you have an active paid subscription, it will be canceled at the end of your current billing period (you will not be charged again).
• Your organization data (summaries, settings, CRM connections) is preserved in case you reinstall later. No data is deleted automatically.
• All organization admins will receive an email notification confirming the deauthorization.

Deleting your account and data — If you want to permanently delete all your data, admins can request complete account deletion from Settings > Account within CallRecap. This schedules deletion for 30 days later. During the grace period, any admin can cancel the deletion request. After 30 days, all organization data is permanently and irreversibly removed, including summaries, engagement records, CRM sync history, and stored call recordings.

Data export — Before deleting your account, you can export all your data as a JSON file from Settings > Account. The export includes organization metadata, agents, categories, all summaries with engagement data, and CRM sync history.

"Access Restricted" screen — This means you're signed in but not yet licensed to use CallRecap. Ask your organization's admin to add you as a licensed agent from Settings > Subscription.

Summaries not appearing — Summaries are generated automatically after each call ends. If summaries aren't appearing: (1) verify that your organization has remaining summary quota for the month, (2) check that the call had a transcript available (very short calls may not generate a transcript), and (3) ensure at least one participating agent is licensed.

CRM push failures— If a CRM sync fails, you'll see a failed status on the summary detail page. Common causes include expired CRM credentials (reconnect from Settings > CRM Integration), the contact not being found in your CRM, or a temporary API error (retry from the summary detail page).

Need help? — Visit our Contact page or email us at support@mail.callrecap.io. Pro and Business subscribers receive priority support.