Zoom integration

Status: REFERENCE — user-facing documentation for the shipped Zoom integration, not a build spec.

Connect your Zoom account to Ceni and two things happen: transcripts from your recorded client meetings are filed automatically against the right customer record, and bookings taken through Ceni get a Zoom meeting created for them.

What it does

Meeting transcripts, filed on the right contact. After you finish a recorded Zoom meeting, Ceni checks who was in it. If one of the attendees is a contact in your Ceni account, the meeting's transcript is added to that contact's record, alongside their emails, calls, notes and bookings.

If nobody in the meeting is one of your contacts, nothing is saved. The transcript is checked against your contact list and then discarded.

A Zoom meeting for every booking that needs one. If a meeting type on your booking page is set to create a Zoom meeting, accepting a booking creates the meeting in your connected Zoom account and puts the join link in the confirmation email. Cancelling the booking deletes that meeting again, so a cancelled appointment doesn't leave a live room behind.

What you need first

An Owner or Admin role in your Ceni organisation.
A Zoom account you can sign in to. Only one Zoom account connects per Ceni organisation, and every meeting Ceni creates is created in it.

For transcripts specifically, you also need:

A Zoom paid plan with cloud recording and audio transcription both switched on. Transcription is a paid-plan feature and has to be enabled in your Zoom account's recording settings — if it's off, your recordings won't have transcripts for Ceni to file.
To be the host of the meeting. Ceni can only see recordings from meetings hosted by the connected account, not ones that account attended.

Adding the integration

Sign in to Ceni at app.cenicrm.co.uk.
Go to Apps in the main navigation.
Find the Zoom card and select Connect.
You'll be taken to Zoom and asked to sign in if you aren't already.
Zoom will show you what Ceni is asking for. Review it and select Allow.
You'll be returned to Ceni, and the Zoom card will show the account you connected.

Only Owners and Admins see the Connect button. Members can see whether Zoom is connected but can't connect or disconnect it.

What Ceni asks for, and why

Permission	What Ceni uses it for
View your recordings	Retrieving the transcript file from a completed cloud recording. Ceni never downloads the video or audio.
View a past meeting's participants	Matching the people who were in the meeting against your contacts, by email address. This is the check that decides whether anything is stored at all.
Verify a user's email	Showing you which Zoom account is connected, on the Apps page.
Create a meeting	Creating the Zoom meeting for a booking, when the meeting type is set up for it.
Delete a meeting	Removing that meeting again if the booking is cancelled.

Ceni creates and deletes only the meetings it made for your bookings. It doesn't change meetings you created yourself.

If the connection doesn't complete

You'll be returned to Ceni with an error message rather than left on a blank page.

The most common cause is being signed in to a different Zoom account than you expected in the browser you used. Sign out of Zoom in that browser, then try again.
"You don't have permission" means your Ceni role isn't Owner or Admin. Ask an Owner to connect it.
Anything else: see Getting help at the end of this page.

Using the integration

Once connected, there is nothing to switch on. The two things it does are described below.

Use case 1 — filing a client call on their record

Prerequisites: cloud recording and audio transcription enabled in Zoom; you are the host; the person you met is a contact in Ceni with the same email address they used to join.

Record a Zoom meeting to the cloud as you normally would.
End the meeting and leave it with Zoom. Zoom processes the recording first and the transcript after it — usually within a few minutes for a short meeting, longer for a long one.
Ceni checks the participants against your contacts.
Open that contact in Ceni and select the Activities tab. The meeting appears there, with its topic, date, length and the transcript text.

A meeting with several of your contacts in it appears on each of their records.

Use case 2 — a booking that comes with a Zoom link

Prerequisites: a booking page with a meeting type where Create a Zoom meeting is switched on.

Someone books a slot through your booking page.
You accept the booking in Ceni.
Ceni creates the meeting in your connected Zoom account and adds the join link to the booking and to the confirmation email.
If the booking is cancelled — by you or by them — Ceni deletes the Zoom meeting.

The meeting is created in the organisation's connected Zoom account, which is not necessarily the account of the person hosting the booking. The connected account owns the meeting, and any cloud recording of it lands there.

If a transcript doesn't appear

Work through these in order:

Was the meeting recorded to the cloud? Local recordings stay on the computer that made them and Ceni never sees them.

Is audio transcription enabled in Zoom? In your Zoom account settings, under Recording, check that cloud recording and audio transcript are both on. Without transcription there is no transcript file.

Did you host the meeting? Ceni only receives recordings from meetings hosted by the connected account.

Was anyone in the meeting one of your contacts? Matching works on email address. Guests who joined by link without signing in to Zoom don't provide an email address and can't be matched. If the person you met is in your CRM under a different address from the one they used to join, they won't match either.

Has Zoom finished processing? Transcription takes longer than the recording itself. Give it time before assuming something is wrong.

Is Zoom still connected? Check the Zoom card on the Apps page. If it says the connection needs reconnecting, recordings made while it was disconnected were not filed, and can't be recovered afterwards.

Still nothing? See Getting help.

If a booking has no Zoom link

Is the meeting type set to create one? Open the meeting type on your booking page and check Create a Zoom meeting.

Was the booking accepted? The meeting is created when you accept, not when the slot is requested.

Has it been a few minutes? If Zoom is briefly unavailable, Ceni retries until the booking's start time and shows the link as soon as it succeeds.

What Ceni stores, and what it doesn't

Stored: the transcript text, the meeting's topic, date, duration and participant count — and only where at least one participant matched a contact in your account. Transcripts are encrypted and are visible only to authorised users in your organisation. For bookings, the Zoom meeting's id and join link.

Not stored: anything from a meeting where nobody matched a contact. Video and audio recordings — those stay in Zoom and Ceni never downloads them.

Not shared, and never training data. Your transcript is not shared with other Ceni customers, and it is never used to train AI models — ours or anyone else's.

If you switch on AI meeting notes, the transcript's text is sent to Anthropic. That setting lives in Settings → Organisation, it is off unless an owner or admin turns it on, and with it off nothing leaves Ceni. With it on, the text of each filed transcript is sent to Anthropic — the company behind the Claude models — which returns a summary, the decisions made, and suggested action points. Anthropic does not train on it. Ceni sends the transcript text and the meeting's topic and date, and nothing else about your account: no contact details, no other records.

The notes appear on the same contact record as the meeting, marked as AI-generated, with the line from the transcript each point came from so you can check it. Suggested action points are suggestions — none of them becomes a task until someone in your team says so.

A note on other attendees. A transcript contains everything said by everyone in the meeting, including people who aren't contacts in your CRM. If a meeting has one of your contacts in it, the transcript is saved as a record of that conversation — which means colleagues of theirs who were also present will appear in the text. Bear that in mind when recording meetings you intend to file in Ceni.

Removing the integration

From Ceni

Go to Apps in the main navigation.
Find the Zoom card and select Disconnect.

Ceni revokes its access at Zoom and deletes the credentials it held. You don't have to do anything at Zoom as well.

From Zoom

You can also remove Ceni's access from Zoom directly:

Sign in to the Zoom App Marketplace at marketplace.zoom.us.
Go to Manage → Added Apps, or search for Ceni.
Select Ceni, then Remove.

Either route stops the integration. Doing both is harmless.

What de-authorising means

Once access is removed, from either side:

No further transcripts are filed. Recordings you make after that point are not seen by Ceni at all, and can't be filed retrospectively by reconnecting later.
No further Zoom meetings are created for bookings. Bookings still work; they just won't have a Zoom link, and the meeting type will show as unable to create one.
Zoom meetings already created stay in your Zoom account. Ceni can no longer delete them, so cancelling a booking after disconnecting leaves its Zoom meeting in place for you to remove yourself.
Transcripts already filed stay on your contact records. They're part of your CRM history and are not deleted by disconnecting.
Reconnecting starts filing again from that point. It doesn't backfill anything missed in between.

Deleting your data

One transcript: open the contact, find the meeting on the Activities tab, and delete it.
Everything for one person: delete the contact. Any transcripts stored against them are deleted with them.
Everything: closing your Ceni account removes all of your data, transcripts included.
Removing a recording from Zoom does not remove a transcript already filed in Ceni. The two are separate copies; delete it in Ceni as well if you need it gone.

If you would rather we did it, email the address below and ask — say which contact or which meeting, and we'll confirm when it's done.

Getting help

Email support@cenicrm.co.uk.

We answer within one business day, Monday to Friday, 9am–5pm UK time. Messages sent at a weekend or on a UK bank holiday are answered the next business day.

For a transcript that didn't appear, include the date and time of the meeting, the Zoom account that hosted it, and the contact it should have been filed against. That's usually enough for us to tell you what happened without asking anything further.