Your call isn't showing up in Modjo? Work through the points below to find out why.
⏱️ Before you start: wait 5–10 minutes
Recordings are available in Modjo 5 to 10 minutes after the session ends. If you just finished your meeting, wait a few minutes before running through this checklist.
How Modjo imports your meetings
Modjo connects to your phone system or video conferencing tool via an integration. For phone calls (Aircall, etc.), Modjo retrieves the audio directly from your provider. For video meetings (Google Meet, Microsoft Teams, Zoom), Modjo uses the Modjo Recorder — a bot that automatically joins your meetings and imports the recording.
✅ Criteria to check
1. Active recording licence
The relevant user must have an active recording licence in Modjo.
Phone call: the user making or receiving the call must have a licence.
Video meeting via Recorder (Google Meet, Teams, Zoom): at least one invited participant must have a licence for the bot to join the meeting. This behaviour can be changed by your admin — for example, restricting recording to meetings where the organiser holds a licence. If some meetings are never recorded, check the automatic recording setting with your admin (see criterion 5).
2. Modjo user correctly linked to their account
The Modjo user must be correctly associated with their account on the relevant tool (e.g. Aircall, Zoom, Google Meet, Teams).
👉 This check is for Modjo admins only: go to Settings > Users to verify the associations.
3. Calendar connected (video meetings only)
For the Recorder to detect and join a meeting, the user must have connected their calendar (Google Calendar or Outlook) in Modjo.
User: check under Settings > Profile.
Admin: under Settings > Integrations > Google Meet / Teams, users without a connected calendar won't have a calendar icon next to their name.
4. The bot successfully joined the meeting (video meetings only)
The Modjo Recorder joins the meeting at the scheduled time and waits in the waiting room. If it isn't admitted within 10 minutes, it leaves automatically — and the meeting won't be recorded.
If the bot couldn't join in time, call it manually using one of these methods:
The green widget in the Modjo browser extension, from the ongoing meeting.
The Modjo calendar: click on the meeting > Call the Recorder.
By pasting the meeting URL directly into Modjo.
5. Automatic recording setting (video meetings only)
This setting, configurable by your admin under Settings > Integrations > Google Meet or Teams > Options > Automatic recording, determines which meetings the bot joins automatically. Three modes are available:
All meetings inviting a licensed user (default): the bot joins every meeting where at least one Modjo participant is invited.
Only if the organiser has a licence: the bot only joins meetings organised by a Modjo user. In this case, if you are not the meeting organiser, the meeting won't be recorded automatically.
Never automatically: the bot won't join any meeting unless called manually.
🚨 If you notice that certain meetings are never recorded, check with your admin to review and adjust this setting.
6. External participants present (video meetings only)
Modjo automatically excludes internal meetings where all participants share the same email domain. For a meeting to be imported:
At least one external guest must have accepted the invitation. If all external participants declined or ignored the invitation, the bot won't be sent.
At least one external participant (email domain different from your company) must be present in the meeting.
💡 To record an internal meeting, call the Recorder manually (see criterion 4).
7. Your organisation's admin settings (video meetings only)
In some organisations, security settings block external participants from joining meetings, which prevents the Recorder from connecting.
Google Meet: an admin must allow access via this link by selecting "All users can join Google Meet meetings".
Microsoft Teams: an admin must enable anonymous meeting join in the Azure portal.
8. Minimum call duration
Voicemails and calls shorter than the minimum duration configured by your admin are automatically excluded. For example, if the threshold is set to 2 minutes and your call lasted 1 minute 45 seconds, it won't be imported.
💡 To find out the minimum duration set in your organisation, contact your Modjo admin. If you're an admin and you'd like to change this threshold, reach out to your Modjo account manager.
9. Exclusion tags
If you've configured tag-based exclusion rules (e.g. don't import calls tagged "Lost" in Aircall), check that the call in question doesn't carry one of those tags.
10. The meeting is still ongoing (video meetings only)
The recording only stops once all participants have left the meeting. As long as at least one person is still present on the system, the session remains active and the import cannot start.
If you've left the meeting but your client or the host hasn't closed it on their end, the Recorder keeps recording — and the import will only happen once the session is fully closed.
⚠️ To avoid this, wait for your client to leave the meeting before you do, so the session ends correctly and the recording is properly sent to Modjo.
💬 Still can't find it?
If after checking all the above your meeting still doesn't appear:
Import it manually → Import a call / meeting manually
Contact support via the chat by selecting the path "My call was not imported", and attach a full screenshot of your calendar showing all participants, the date, the time, and the Teams or Google Meet link.
Related articles: Modjo Recorder · Google Meet · Microsoft Teams · Import manually