View and Edit Meetings in ChurnZero

With our calendar and call recording integrations, you can easily see, track, and review meetings in ChurnZero. You can also add new meetings manually for any interactions not captured in your calendar. In this article, we'll go over where you can see your meetings, the information you can see, and how to edit/create meetings as needed.

In this article: 

• Where to Find Meetings
• How ChurnZero Assigns Accounts to Meetings
  • Edit Meetings in ChurnZero
  • Update Notes for a Meeting
  • Change Meeting Type, Status, or Participants
  • Update Account Attributes
• Manually Create a Meeting
• FAQ

For more information, see the following articles: 

• What Happens to Canceled Meetings
• Customer Notes, Meeting Notes, Tasks, Activities: What's the Difference?
• Send Meeting Follow-Up Emails

Where to Find Meetings

Meeting information in ChurnZero appears in two main places: the Command Center and the account/contact profile Timeline. 

In your Command Center, you can see and take action on meetings from your My To Dos tab: 

From the account/contact profile, you can see meeting cards in the Timeline panel: 

Meetings include information pulled from your calendar integrations, including details like subject, participants, and date/time. If you're using one of our call integrations with Chorus or Gong, an AI-generated summary is automatically created and added to the end of your meeting notes.

• IF YOU DO NOT HAVE A CALL INTEGRATION: Meetings synced from your calendar integration can still be assigned a type, have the status changed, and include manual notes. No AI capabilities apply to the notes.
• IF YOU DO NOT HAVE A CALENDAR INTEGRATION: Your call integration (Chorus or Gong) can operate without a calendar integration. The call integration creates new meetings when it has recordings with participants who match ChurnZero contacts.
  • We strongly recommend that anyone using a call integration also authorize the calendar integration to avoid creating duplicate meetings. 

How ChurnZero Assigns Accounts to Meetings

For meetings created manually, the primary account selection defaults to the account of the profile you created the meeting on (if you go to the profile for ABC Corp and create a meeting, we select ABC Corp as the primary account). You can change this selection at the top of the Details tab if you want to choose a different account. 

For meetings synced to ChurnZero from call or calendar integrations, we select an account based on the best match at the time the meeting is first synced. (Please note that if the meeting is changed in the integration later, those changes won't reflect in ChurnZero. You can make the change manually at any time.) Here's the logic we look at to determine primary account selection: 

• If all contacts in a meeting belong to the same account, we select that account as the primary account (regardless of the account's status).
• If the contacts do not belong to the same account, we select:
  • The account with the most contacts on the meeting.
  • If there's a tie between accounts, we choose the account with the CRM ID.
  • If they all have a CRM ID (or all do not have a CRM ID), we choose the newest account.
• If there are no active accounts available, we follow the rules above for inactive accounts. 

Remember that you can change the account selection from the Details tab (keep reading to learn more). 

Edit Meetings in ChurnZero

You have two choices for editing meetings. You can edit the meeting notes, which allow you to type in notes about the meeting (such as agendas, key takeaways, action items, etc.), or you can edit some of the details about the meeting including type and status. Meetings automatically save as you make changes. 

Update Notes for a Meeting: 

PLEASE NOTE: While similar, meeting notes are separate from customer notes. They are meant to include information specific to each meeting. 

1. Find the meeting from the Timeline or from your Command Center, click the actions button, and select Edit. 
   
2. A window opens to the Notes tab of a meeting. 
   
3. Add your notes to the text box. Your notes include a full range of formatting options.
   • If you change your mind about formatting at any time, select the More Rich menu and click Clear Formatting. 
   • If you're using an integration (like Gong or Chorus) that automatically provides AI-generated summaries, those summaries will appear in the Notes tab after the meeting is completed and the transcripts are processed. You can add your own notes at any time. If you include notes before the meeting begins, the AI summaries are added beneath your manually entered text. 

Change Meeting Type, Status, or Participants:

PLEASE NOTE: Some fields are not editable if the meeting was created from an integration. We'll still go over the fields, but you cannot change them within ChurnZero. Instead, those fields should be updated back at the source.

1. Find the meeting from the Timeline on an account/contact profile or from your Command Center, then click the actions button and select Edit. 
   
2. Click on the Details tab. You'll see the following information: 
   
   • Account: For synced meetings, we choose an account automatically based on the best match when the meeting syncs. If the meeting is changed in your integration source later, it will not automatically change in ChurnZero. You can select any other account from the dropdown if you want to change the default choice.
   • Subject: Shows the subject/title of your meeting.
   • Date and time: Shows the date your meeting took place and the duration of the meeting.
   • Location: Where the meeting took place. If the location is a link, a Join button (using this link) will also appear in the Timeline and Command Center when the meeting time is near.
   • Call recording link: A link to the recording of your meeting (if the meeting was recorded and a link was available).
   • Participants: Shows who took part in the meeting, as determined by the names and email addresses in your scheduled meeting.
3. You can also make changes to the following fields:
   • Status: Shows if the meeting is scheduled for a future date, completed, canceled, etc.
     • Scheduled: If the meeting has not yet taken place.
     • Completed: If the meeting occurred as expected and is now over.
     • No Show: If the meeting began as scheduled but the participants did not show up.
     • Canceled: If the meeting was canceled or rescheduled.
       • NOTE: If you're using a calendar integration, meetings canceled from your calendar are automatically removed from ChurnZero. If you have changed the status or started adding notes to the meeting in ChurnZero, we will not delete the meeting to preserve your notes. Rescheduled meetings are automatically changed to their new date/time. If you want to track canceled meetings specifically, you'll need to create a meeting manually (see the section below) and set the status to "Canceled." For more information on what happens to canceled and rescheduled meetings: What Happens to Canceled Meetings.
   • Type: Select the meeting type. (This is automatically set to a default status that the admin configures, but you can change this if the admin has created more.) For more information on meeting types: Add New Meeting Types.
   • Participants: You can add or remove participants in the Participants field (each meeting must have at least one contact and one user associated with the meeting). Type into the text box to add users or click the "x" on a contact tag to remove that participant.
     • This is particularly helpful if your meeting includes contacts outside of the associated account or if someone could not make a meeting at the last minute. 

Update Account Attributes

You can update account attributes directly from a meeting's note tabs. At the bottom of the modal, you'll see the Account Attribute Updates section. Use the dropdown to select the change you want to make, then enter the update in the space provided. 

Attributes can be updated multiple times, but only when there is a note account change. Each attribute can be updated once per account. The field is then unavailable for update unless the note changes to an account where that field has not yet been updated. 

Manually Create a Meeting

• If you use a calendar integration, please note: Meetings created manually in ChurnZero do NOT sync back to your calendar. They only appear in ChurnZero. 

Generally, you won't have to create new meetings - meetings are created automatically from your calendar and call integrations. However, if you don't have a calendar integration or just want to create a meeting manually: 

1. Go to the account or contact profile.
2. Click the Create button, then select Meeting. 
   
3. Fill out the following fields:
   • Account: For manual meetings, we select the account of the profile on which you create the meeting. You can select a different account from the dropdown.
   • Subject: Enter the subject of your meeting (ex: New Customer Training).
   • Date and Time: Select the date the meeting takes place, then add the start and end times.
   • Location: Set the location where the meeting takes place.
   • Call recording link: Copy/paste the link to the recorded call into the text box. Please note that adding a call recording link while creating a meeting will not initiate the AI summary being retrieved from a call integration.
   • Participants: Add the people taking part in the meeting. You can search for or select from your list of contacts using the text field.
     • Your user account is automatically included on this line, but must select at least one other contact to save the meeting.
     • The contact list prioritizes contacts from the account you are making the meeting from, but you can select contacts from other accounts.
   • Status: Set the status of the meeting.
     • Scheduled: If the meeting takes place in the future.
     • Completed: If the meeting has already occurred.
     • No Show: If the meeting began as scheduled but the participants did not show up.
     • Canceled: If the meeting was canceled and did not take place.
   • Type: Select the meeting type. (This is automatically set to a default status that is configured by the admin, but you can change this if the admin has created more.) For more information, Add New Meeting Types.
4. Click the Create button.
5. Once the meeting has been created, you can add meeting notes, and any edits will begin to autosave. 

🙋‍♀️ Frequently Asked Questions

Can I edit all meeting fields in ChurnZero?
Not always. Some fields—like subject, date/time, and participants—cannot be edited within ChurnZero if the meeting was created from an integration (calendar or call). Those fields must be updated at the source.

What happens if I cancel a meeting on my calendar?
If a meeting is canceled from your calendar and hasn’t been edited in ChurnZero, it will be automatically removed. However, if you’ve added notes or changed the status within ChurnZero, the meeting will be preserved. For more, see: What Happens to Canceled Meetings.

Can I track canceled or no-show meetings in ChurnZero?
Yes. You can manually set the meeting status to “Canceled” or “No Show.” Meetings canceled via your calendar are removed unless they've been edited. To track a canceled meeting explicitly, you’ll need to create it manually and set the status accordingly.

Do meetings created in ChurnZero sync to my calendar?
No. Meetings you create manually in ChurnZero do not sync back to your calendar—they only appear within ChurnZero.

Will AI-generated summaries appear for all meetings?
Only if you’re using a call integration like Gong or Chorus. Summaries are added after the meeting ends and transcripts are processed. If you add notes manually before the summary appears, the AI content will be added beneath your notes.

Which account does ChurnZero associate with a meeting?
For manual meetings, ChurnZero defaults to the account you’re viewing when you create the meeting. For synced meetings, it uses logic based on contact affiliation, CRM ID, and account activity status. You can change the selected account at any time from the Details tab.