Connect Fathom for meeting recaps
Bring your Fathom meeting summaries, action items and participants into Lunadesk, and let the AI propose a recap email to send them — an illustrated, step-by-step guide.
Fathom records your video calls and emails you a recap when the meeting ends. Connect it to Lunadesk and every recorded meeting lands on the customer's profile, next to the ticket, and turns into a recap email the AI writes for you.
What this integration does
Two things happen after every recorded call, on two lanes that meet on the same ticket:
The webhook brings the meeting in the moment it is ready. The recap email, a minute later, creates the ticket and picks the meeting up.
- ·A "Fathom meeting" card on the recap ticket — title, date, duration, who attended, the action items with their owner, and a link to the recording.
- ·Meetings on the customer profile — every external participant is matched to a customer (created if needed), and a Meetings section lists what you discussed with them and when.
- ·An AI recap for the participants — instead of a reply to Fathom's notification, the AI writes a customer-facing summary from the meeting notes. You pick the recipients, edit, and send it as a new conversation.
- ·Meeting-aware AI drafts — the summary is part of the ticket context, so replies on that ticket already know what was said on the call.
Here is what that looks like, on the ticket and on the customer:
Before you begin
- ✓You are a Lunadesk admin — Settings → Integrations is admin-only.
- ✓Your team's meetings are recorded by Fathom. Any plan works, including the free one.
- ✓Fathom's recap emails reach one of your connected support inboxes — Fathom sends them there directly, or you forward them. The email from
no-reply@fathom.videois what creates the ticket.
Set it up
In Fathom, open the API Access settings and generate a key. Copy it — Fathom shows it once.
- The key sees the meetings recorded by its owner, plus those shared with their team.
- To cover a whole team, generate it from an admin account that has view access to all shared calls.
Add the Fathom integration, paste the key and connect. Lunadesk validates the key and stores it encrypted.
On connect, Lunadesk registers a webhook on your Fathom account so meetings arrive the moment Fathom finishes processing them. The Details card says Webhook active. If it says Not registered, click Activate live updates.
No secret to copy. Lunadesk creates the webhook through Fathom's API and receives its signing secret directly — you never paste anything. The webhook then shows up in Fathom → Settings → API Access like one you added by hand.
Your integration page, once connected:
How a meeting flows in
As soon as the summary is ready, Fathom sends the summary, transcript, action items and invitees to Lunadesk. The meeting is stored once.
External participants are matched to customers by email — created when they don't exist yet. Your own teammates never become customers.
Fathom's "Recap for …" email lands in your inbox a minute later. The meeting is attached to the ticket through the recording link, and the sidebar card fills in.
In recap mode (the default), a recap email addressed to the participants appears in the thread, ready to review.
Impromptu calls have no calendar invite. Fathom then only knows the other person as a speaker in the transcript, with no email. They appear by name with a No email badge and are linked to an existing customer of the same name when there is one — you add their address yourself when sending the recap.
Send the recap to the participants
The proposal shows the participants as chips — external ones pre-selected, teammates offered — plus a field for any other address. Edit the subject and body, then click Send.
Hi Andrew, Jane,
Thanks for your time today. Here is what we agreed on:
• Two daily reports are now set up: min-price hits and low inventory.
• Your payment card is updated, the billing issue is resolved.
• Next step: we monitor the new reports together next week.
Lunadesk creates a new email conversation from the same inbox the recap arrived on, addressed to the first recipient with the others in Cc, and opens it for you. The original ticket keeps a link to it.
Written for the customer, in their language. Fathom's own summary is internal and in English. The recap the AI proposes is rewritten for the participants, in the language of the meeting, and leaves out internal assessments.
Prefer to handle recaps yourself?
Click Ignore on a proposal, or switch Propose a recap email to the participants off on the integration page. Meetings are then only attached to tickets and customers.
Good to know
- ·The recap is generated once per meeting. Edit it in the thread before sending.
- ·If a recap email arrives before the meeting is available, the sidebar card fetches it on its own. A Retry link appears if Fathom could not be reached.
- ·Fathom allows 60 API calls per minute per user. Lunadesk stays well under that, but a burst of retries can hit the limit — wait a minute and try again.
- ·Disconnecting removes the stored key, the webhook and the synced meetings. Customers created from participants stay.
Troubleshooting
"Fathom rejected this API key"
"No Fathom meeting matched this email"
A participant is missing from the card
Live updates say "Not registered"
The recap ticket shows "Fathom" as the customer
Connect Fathom once. Your meetings land on the right customer, and the follow-up email is one click away.