Hello Team,
If you’re wondering why your meeting summary isn’t showing up in AI Follow-Up (Staircase), here are some simple reasons and tips to help you understand and troubleshoot the issue.
How Meeting Summaries Are Created:
To generate a meeting summary, two key things must happen:
- The meeting organizer’s calendar (Google or Microsoft) must be integrated with Staircase.
Through calendar integration, we retrieve the scheduled calendar event and its associated meeting ids. Please note that if the organizer’s calendar is not integrated, we can still get the meeting event from one of the participants whose calendar is integrated. In such cases, we generate summaries based on meeting provider restrictions. For example, if the zoom authorized user has read access to all meetings and we obtain the meeting ID via their calendar event, we can generate summaries but MS teams won’t allow us to read the transcripts of the Organiser mail was not connected. Additionally, we only read meeting events that are scheduled with stakeholders.
- The meeting must be recorded, and its transcript must be available for processing.
Important: Staircase only reads meetings that were scheduled with a calendar invite. It will not process recordings from meetings created outside calendar invitations or without proper meeting details.
Common Reasons Why Meeting Summaries Might Not Appear
1. No Transcript Available
Staircase requires a transcript file to generate a summary. If the transcript is missing, a summary cannot be created. Common causes include:
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The meeting was created manually.
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The meeting ID does not match the transcript file.
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The meeting did not actually occur at the scheduled time.
2. Meeting Organized by an External Stakeholder
Summaries are only generated for internal meetings. If the meeting organizer is an external person (outside your team/organization), Staircase will not generate a summary.
3. Missing Meeting ID in the Calendar Invite
If the calendar event lacks a meeting ID (e.g., the meeting link was shared separately via chat instead of the invite), Staircase cannot link the transcript to the calendar event. Ensure the organizer includes the meeting ID directly in the calendar invitation.
4. Zoom Permission Issues (Invalid_Grant Error)
If the meeting invite loads but the summary fails to generate for a Zoom meeting, the user who authorized the Zoom connection might lack the permissions required to read teammates' meetings.
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How to check: Look at your notification errors for an
Invalid_Granterror. -
Resolution: Contact your Zoom administrator to grant access to "read all teammates' meetings(at least all mailbox connected users transcripts)" Once permissions are updated, disconnect and reconnect the Zoom integration in Staircase.
5. MS Teams Application Policy Not Assigned
For Microsoft Teams meetings, the organizer must be assigned the correct Teams application access policy. If this policy is missing, transcripts and summaries will fail.
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Resolution: Your workspace administrator can verify and assign this policy using the following PowerShell command:
Get-CsUserPolicyAssignment -Identity "user@email.com"
6. Using Non-Integrated Meeting Providers
Summaries will fail if a meeting is hosted on a platform that has not been integrated into your Staircase workspace. For example, if your organization has enabled the MS Teams integration but a user schedules a Zoom meeting, Staircase will not be able to fetch the transcript.
Additional Notes to Keep in Mind
- The Has Transcript status in Staircase’s meeting report means we were able to read the transcript. It does not confirm if there is an actual transcript stored in Zoom, MS Teams, or other meeting providers.
- If a summary fails to generate within 2 to 4 hours after the meeting, Staircase tries again by fetching missed summaries from the last 3 days every day.
What to Do If Your Meeting Summary Is Still Missing
If you’ve checked all the above points and still don’t see the meeting summary, please reach out to our support team. To help us assist you quickly, please provide:
- A screenshot of the calendar invite from the organizer’s calendar (including participant names, date, time, and meeting details)
- Confirmation screenshot showing that the meeting transcript is available
Thank you.
