You may occasionally encounter delays or instances when your Microsoft Teams meetings do not display in Conversation AI. There are a few things to consider which can impact if a meeting is processed.
Common Causes
A meeting is still running
If a meeting has not been ended by the organizer and participants remain in the room, that will prevent the meeting from ending. A recording won't be sent to Revenue.io's servers for processing until a meeting ends. It's at this point that the recording and transcript files are processed by Conversation AI.
Recording and Transcript files are being processed
The time it takes to process a meeting recording in Conversation AI is largely influenced by the recording length (file size) and processing queue size. During peak hours, you will find that lengthy meeting recordings take longer to display as available in the Revenue.io Teams app and Conversation AI.
Meeting organizer does not have a Conversation AI license
A meeting organizer must have a Conversation AI License enabled on their user for their meetings to be ingested into Conversation AI.
'Do not record internal meetings' setting
If this setting is enabled and all participants in a meeting have the same email domain or Microsoft Tenant ID, the resulting meeting recording will be discarded and won't be processed in Conversation AI.
Revenue.io User and Teams User are not linked.
In order for the Revenue.io application and Teams to communicate, a connection needs to be established between the user in Revenue.io to the Teams user. This will usually happen automatically if the user's email in Revenue.io matches their Microsoft/Teams email.
If this is not the case, that link may need to be established manually by a Revenue.io Administrator.
Navigate to https://app.ringdna.net and login using your Salesforce credentials.
- Click the Account tab on the left menu
- Click Integrations on the top menu
- Click Manage Connected Users under the Video Integrations section
Ensure that each user has a corresponding Microsoft Teams Email. If a user's email does not match in both systems, you may need to manually select a match by clicking the three dots on the right and selecting Edit.
Meeting organizer does not have the correct permissions in Microsoft
During setup of the Microsoft Teams integration, a group in Microsoft Teams/Office365 would have been created which applies a Teams recording policy on group members and permission to access the Revenue.io Teams app.
If a user hasn't been added to the group, they will not have sufficient privileges for the integration and meetings will not be processed.
Further Troubleshooting
If you’ve reviewed all of the things to consider when troubleshooting and your Microsoft Teams meetings are not recording or ingesting into Conversation AI please follow these steps:
- Submit a case to Support
- Include the name of the user(s) affected
- Include one or more Microsoft Teams Meeting URLs affected, and the approximate time of the meeting.
- (Optional) If you are an IT Administrator with access to Powershell, run our debug script which will provide a helpful log output file for troubleshooting.
- Download the revenue-msteam-info.ps1 script below
- Run the script in Powershell. When prompted for the "User ID" of a Microsoft Teams user, input the email address of the user whose meetings that are not being recorded or ingested into Conversation AI
- Locate the log file revenue-msteams-info.log which should be in the same directory as your script.
- Attach the log file to your case with our Support team