Recovering Call Recordings When Calls Fail to Log

If a call was made through Nooks but doesn't appear in your call library or reporting dashboard, the call may have failed to log properly. While we cannot restore failed calls to your call library, we can often retrieve the recording for you.

Why Calls Fail to Log

Calls typically fail to log for these reasons:

• The user clicked away or refreshed the page before clicking the "Log" button

• The call was cancelled instead of being logged

• No prospect was associated with the call (common with one-off dialer calls). This can occur when you click to dial before the contact information fully loads in the UI, or when a prospect calls you back after a one-off dial and they aren't in your CRM—Nooks cannot identify the caller and won't provide an option to log the call to a contact

• The user switched browser tabs during the call logging process

Unlogged calls are treated as cancelled calls and will not appear in any Nooks dashboard or report, so you'll need to rely on your own records to identify which calls need recovery.

How to Request a Recording Recovery

To help our support team locate your call recording, please provide:

• Prospect name and phone number

• Rep name who made the call

• Approximate date and time of the call

• Your workspace URL

Our support team can search our logs and provide you with a direct link to the recording if it exists.

What to Do With Retrieved Recordings

Once you receive the recording link, you have several options:

• Log the call manually in your CRM or sales engagement platform and include the recording URL in the notes

• Make a quick call to the same prospect, hang up immediately, and log that call with the proper disposition, referencing the original recording

• For transcripts, download the recording and paste it in a Slack thread to auto-generate a transcript

Preventing Future Issues

To ensure calls log properly:

• Always click the "Log" button after ending a call

• Avoid refreshing the page or switching tabs during the logging process

• For one-off dialer calls, add the prospect to your CRM before dialing when possible. Wait for the contact information to fully load in the UI before clicking to dial—clicking too quickly can prevent Nooks from associating the prospect with the call. This ensures Nooks can identify them if they call you back and will be able to log the call

• Wait for the prospect to be associated with the call before proceeding