Fireflies.ai is a widely used meeting recorder that captures calls across Zoom, Google Meet, Teams, Webex, and other platforms. It converts conversations into structured transcripts, highlights key moments, and creates searchable notes so teams can review meetings without replaying long recordings.
CS teams use Fireflies to keep account histories accurate. Every customer call can be searched, skimmed, and shared. The tool extracts tasks, important phrases, and decisions, which helps CSMs follow up on commitments and track recurring themes. It also helps managers review important calls and understand context quickly.
What can I do with Fireflies in Custify
With the Fireflies integration, Custify enriches your existing calendar meetings with structured call data captured by Fireflies.
You can:
- View the Fireflies recording link inside each meeting
- Read the transcript without leaving Custify
- Review the Fireflies summary for fast context through AI customer insights.
- Track follow up steps created by Fireflies
- Search through past call transcripts in your customer history
- Share calls and key moments with teammates
- Understand call content without replaying the recording
- Keep account context consistent across your CS workload in the Custify customer success platform.
This integration does not create events in Custify. It enriches meetings already imported from your Gmail or Outlook calendar.
How does Fireflies work with Custify
Custify matches each Fireflies recording to its corresponding calendar meeting and enriches it with structured call content.
How matching works
- Matches participant emails with people or companies in Custify
- Checks that the recording start time falls within the matching window
- Compares meeting titles for extra confidence, but does not require a perfect title match
- Supports private recordings, team recordings, and recordings shared with you if you have access in Fireflies
What gets added to the meeting
- Recording link
- Share link
- Full transcript
- Fireflies summary
- Extracted tasks or action items can feed your playbooks automation
- Fireflies generated meeting title when it differs
- Start and end timestamps
- Recording language
- Calendar participant list
- Internal or external participant classification
- Fireflies recording ID
How it works step by step
- You record a meeting through Fireflies
- Fireflies processes the audio and produces the transcript and notes
- A webhook sends the processed data to Custify
- Custify finds the matching calendar meeting
- The meeting is enriched with Fireflies data in a dedicated section
How to Activate This Integration
You can set up the Fireflies integration in a few minutes. All you need is your API key from Fireflies and access to the integration settings inside Custify. Once connected, recordings and transcripts will sync automatically without extra configuration.
1. Get your Fireflies API key
- Log into your Fireflies account
- Open Settings
- Go to the API tab
- Generate your key
- Copy it and store it safely
2. Connect Fireflies in Custify
- Go to Settings in Custify
- Select Integrations
- Choose Fireflies
- Paste your API key
- Save and activate
3. Webhook configuration
Custify sets up the webhook automatically. No manual work is required in Fireflies.
Integration Settings in Custify
You can manage how Fireflies data syncs by adjusting a few simple settings. A Full Sync brings in past recordings and enriches any meeting that already exists in Custify. Real time updates keep everything current by enriching new recordings as soon as Fireflies finishes processing them. If something interrupts the webhook delivery, an Incremental Sync can pull in any recordings created since the last successful update.
Matching rules can be refined to ensure every recording attaches to the right meeting. 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 recordings, transcripts, and summaries appear together inside a dedicated section of each meeting record.
Notes and Important Information
- The integration enriches meetings, it does not create them
- Only meetings imported from Gmail or Outlook can be matched
- At least one participant must match a person or company in Custify
- The matching window must align with the recording start time
- Already enriched meetings will not be processed again
- Only recordings you have access to in Fireflies can sync
- Recording files stay in Fireflies, Custify stores only links and structured text
- Your API key is encrypted inside Custify
FAQs
Does this integration create meetings in Custify?
No. It only enriches meetings already imported from your connected calendar. If the meeting is not present inside Custify before the call recording is processed, it cannot be enriched.
Why did a Fireflies recording fail to match a meeting?
A recording can fail to match when Custify cannot find a meeting that fits the expected pattern. This usually happens when the meeting was never imported from your calendar, when none of the participants match a known person or company in Custify, or when the recording starts too far outside the accepted time window. It can also occur if the meeting was enriched earlier and is already complete. In most cases, checking the participant emails and the meeting time will point you to the cause quickly.
Will internal meetings be enriched?
Yes, unless you filter out internal domains in the matching settings. You can control which meetings qualify based on participant domains.
Do I need to set up the webhook in Fireflies myself?
No. Custify creates and configures the webhook once you activate the integration.
How does Custify handle my recordings and transcripts?
Only recordings you have access to in Fireflies are processed. Custify stores transcripts, summaries, and tasks securely. Audio and video files remain inside Fireflies.
Who can view the enriched meeting data in Custify?
Access follows the same permissions as the meeting. If a user cannot view the meeting, they cannot view the transcript or notes. Your API key remains encrypted.
