Copilot is not working as expected

Update timeline

1. investigating Mar 04, 2026, 06:43 PM UTC

   We are currently investigating an issue where Clari Copilot is not recording some Zoom calls

2. investigating Mar 04, 2026, 09:07 PM UTC

   Some Clari Copilot calls via Zoom continue to not be recorded. Our engineering team is currently working with Zoom to resolve this issue.

3. investigating Mar 05, 2026, 05:24 AM UTC

   We are continuing to work with the Zoom engineering team to resolve this issue. We will provide additional details about the progress as they become available.

4. monitoring Mar 05, 2026, 11:57 AM UTC

   Our engineering teams have resolved the issue together with the Zoom engineering team and we are monitoring the fix.

5. resolved Mar 05, 2026, 03:10 PM UTC

   We have confirmed the issue has been resolved for the impacted users. A summary of the incident will be posted within the next three US business days.

6. postmortem Mar 09, 2026, 11:55 PM UTC

   At approximately 2026-03-04 15:00 UTC, a subset of Clari Copilot customers experienced an issue where the recording bot was unable to join Zoom meetings. This was caused by an account authentication error within the Zoom platform that prevented the bot from successfully joining calls. This was a reoccurrence of the issue that prevented Copilot from joining Zoom calls on 2026-02-11 and was caused by Zoom not fully updating the Copilot authentication across their entire platform. The Clari engineering team worked with Zoom’s Support and Development team to correctly update the authentication process platform wide and resolve the issue. An RCA from Zoom on this issue is pending. Recording functionality was fully restored and confirmed operational at 2026-03-05 11:28 UTC.