Fathom is an AI meeting assistant used by go-to-market teams to automatically record, transcribe, summarize, and extract action items from Zoom, Google Meet, and Teams calls. Instead of manually taking notes or digging through long recordings, Fathom turns every call into searchable insights and follow-up tasks.
Customer Success teams rely on Fathom to stay on top of renewal risks, commitments, feature requests, and customer sentiment. It captures the important moments of every meeting, organizes them into actionable summaries, and makes it easy to share key call clips with teammates. For CS leaders, it ensures every customer touchpoint is documented, searchable, and easy to review.
What can I do with Fathom in Custify
With the Fathom integration, Custify automatically enriches existing calendar meetings with AI-powered call data from Fathom.
You can:
- See recording links directly inside Custify meetings
- Access the full transcript of customer calls and review conversations without watching full recordings
- Review AI-generated summaries and key insights
- Track follow-up tasks from Fathom action items
- Search through meeting transcripts inside Custify
- Share important calls or clips with your team
- Quickly understand what happened on calls without watching recordings
- Keep customer-facing history complete and centralized
This integration does not create meetings in Custify — it only enriches meetings already imported from Gmail or Outlook. Fireflies transcripts and summaries become part of your Customer 360 view inside Custify.
How does Fathom work with Custify
Custify automatically matches each Fathom recording with the correct meeting and enriches it with structured call data.
How matching works
- Matches participants (emails mapped to people or companies)
- Matches time within a 15-minute window
- Compares titles (flexible matching, not strict)
- If titles do not match but the time and participants do, the meeting is still enriched
- The 15 minute window covers common situations like late starts or early recordings, so meetings are matched even when the calendar time differs slightly.
- The integration can enrich private recordings, team recordings, recordings shared with you, and recordings shared by external users if you have access.
What gets added to the meeting
- Recording URL
- Share URL
- Full transcript
- AI-generated summary
- Extracted action items
- Meeting title from Fathom (if different)
- Recording start/end times
- Recording language
- Calendar invitees
- Internal vs external domain classification
- Recording ID from Fathom
- AI generated title from Fathom when it differs from the calendar title
How it works (step-by-step)
- You record a meeting via Fathom
- Fathom processes the call and generates transcript + summary
- A webhook sends that data to Custify
- Custify finds the matching calendar meeting
- The meeting is enriched with the Fathom data in seconds
Everything appears in a dedicated section of the meeting record.
For more ways Custify uses AI to speed up customer workflows, see our AI Customer Success Features.
How to Activate This Integration
1. Get your Fathom API key
- Log into your Fathom account
- Go to Settings → Integrations → API
- Generate your API key
- Copy it and keep it safe
2. Connect Fathom in Custify
- Open Settings → Integrations
- Select Fathom
- Paste your API key
- Save and activate
3. Webhook configuration
Custify automatically creates and configures the webhook in Fathom. No manual setup needed.
Integration Settings in Custify
You can manage how recordings sync by adjusting a few options. A Full Sync imports past recordings and enriches any meeting that matches your calendar history. Real time updates keep future recordings in sync automatically as soon as Fathom finishes processing them. If needed, an Incremental Sync can pull in any recordings missed during a downtime window.
Optional matching enhancements let you fine tune how meetings are identified. You can match participants through secondary email addresses, link meetings to companies using their domains, or filter out internal meetings by marking your internal domains. All enriched data is stored together in the meeting record so your team can review transcripts, summaries, and links in one place.
Notes and Important Information
- The integration does not create meetings in Custify
- Only meetings imported from Gmail or Outlook are eligible
- At least one participant must match a person or company in Custify
- Matching requires the recording to be within a 15-minute time window
- Already enriched meetings will not be enriched again
- Only recordings you personally have access to (or are shared with you) will sync
- Recording files remain in Fathom — Custify only stores links and metadata
- API keys are encrypted and never shared
FAQs
Does this integration create meetings in Custify?
No. The integration never creates meetings. It only enriches meetings that were already imported into Custify from your Gmail or Outlook calendar. If a meeting is not present in Custify before the recording is processed, it cannot be enriched.
Why didn’t a recording enrich a meeting?
This usually happens when the integration cannot find a valid match. Common reasons include:
- The meeting does not exist in Custify because it was not imported from your calendar
- No participant email matches a person or company in Custify
- The recording time falls outside the 15 minute matching window
- The meeting was already enriched earlier
Checking these points usually resolves the issue quickly.
Can I run a full re-sync?
Yes. You can run a Full Sync from the Fathom integration settings. This re-imports all past recordings and attempts to match them again. Meetings that were previously enriched are skipped, so only new matches will be updated.
Will internal meetings be enriched?
Yes. Internal meetings can be enriched unless you choose to filter them out using internal domains. If your internal domains are configured, Custify can distinguish between internal participants and customer facing meetings so you can decide what should sync.
Do I need to create the webhook manually?
No. When you activate the integration in Custify, the webhook is created in your Fathom account automatically. If the webhook ever stops working, you can verify it in Fathom Settings or run an incremental sync to catch missed recordings.
How does Custify handle my Fathom recordings and transcripts?
Only recordings you personally have access to in Fathom are processed. Custify stores transcripts, summaries, action items, and links securely inside the meeting record. The actual video files remain in Fathom.
Who can see the enriched meeting data in Custify?
Access follows the same permissions as the meeting itself. If a user cannot view a meeting, they cannot view its transcript or summaries. API keys are encrypted and used only for authentication.
Learn how Custify helps CS teams manage onboarding, health scoring, automation, and renewals on one platform.
