Who can use this: Tech admin, Business admin
Available on: Gong Engage
Gong Engage sends each team member's emails through their connected Gmail or Microsoft 365 account, so each person sends from that account's domain. If the domain someone sends from doesn't match the domain Gong imports email from, Gong can miss replies, and flows may not pause when a contact responds.
One domain per team member
Gong doesn't support one team member sending from more than one domain, so a team member with accounts on two domains has to choose one to connect to Gong.
Company-wide import versus per-user connection
How your company connects email to Gong determines which domain email is imported from, and so how replies are detected:
Company-wide Google Workspace import: All email is imported through one company-level connection from a single domain. Sending is still connected person by person, because Gong doesn't support company-wide permission to send. Each team member's sending domain should be the same as the import domain. Learn more about connecting Google Workspace company-wide.
Per-user email connection: Each team member connects their own Gmail or Microsoft 365 account for both importing and sending, so different team members can use different domains, for example one team member on acme.com and another on acme-eu.com. Learn more about connecting Google Workspace user by user.
When the sending and import domains don't match
A domain mismatch can cause two problems:
Replies to the sending domain may not reach Gong, because Gong is reading the import domain.
Flows may not pause on reply, because the reply isn't detected.
To avoid these problems, use the same domain for email import and for sending. If a team member's email domain changes, update both their connected account and your import setup. Otherwise, Gong may keep importing from the old domain and miss replies to the new one.