About templates, blocks and prompts

Who can use this: Any team member

Available on: Gong Engage

Ideal for: Sales rep, Sales manager

Gong Engage has three main tools for building personalized outreach emails: templates, blocks, and prompts. Each works differently: a template replaces everything in your email draft, while a block adds content at a specific point without changing anything else.

Templates

A template is pre-written, reusable content for reaching out to prospects and customers, such as an email subject and body you apply to a message. When you use a template, it replaces the entire body of text in your email draft. Templates are best for complete, repeatable outreach emails where the whole message follows a consistent structure.

Templates can help you and your team:

• Save time: Quickly apply pre-written content to emails and flows, reducing manual effort.

• Ensure consistency: Maintain a unified messaging style across teams.

• Improve quality: Reduce errors and ensure best practices are followed.

Templates can include rich text, field placeholders, emojis, images, and attachments. The body can be up to 3 MB, while the total size including attachments can be up to 20 MB.

Your template library has four types:

• Personal: Templates created by individual team members. If someone duplicates a company template and saves it with changes, it appears here.

• Company: Templates available to everyone in your company. They can only be edited by tech admins and team members with the permission to create and manage company templates and blocks, but anyone can duplicate them and save them as their own personal templates.

• Influencer: Ready-to-use templates from industry experts, provided by Gong. Use them as-is or edit them to your preferences.

• Shared with you: Templates someone at your company has shared with you.

Once created by a team member or a business admin, templates can be used in one-off emails, flow email steps, and call follow-up emails.

Admins can set a template as the default content for a flow step. Team members can then choose whether to use it or write their own content. For non-flow emails, templates are not set as the default. Team members can select the one they want to use.

For setting up and managing company templates, see Create and manage templates. To learn how to apply templates in your workflow, see Working with templates and blocks.

Blocks

A block is a reusable snippet you insert at a specific point in an email. Unlike a template, a block adds to your existing content rather than replacing it. Blocks are useful for standard paragraphs, links, and FAQ responses you want to drop in without rewriting the rest of your message.

Blocks can include rich text, field placeholders, and emojis, but not attachments. The body can be up to 3 MB. Like templates, blocks come in four types: personal, company, influencer, and shared with you.

You can insert blocks in one-off emails and flow email steps. Learn more about working with templates and blocks.

Note: Templates and blocks support field placeholders, which automatically populate with details about you and the people you are contacting, such as your recipient's name or scheduling link. If field placeholders or manual placeholders are still missing when you go to send an email, Gong notifies you so you can remove or replace them. Learn more about personalizing outreach with field placeholders.

Prompts

Prompts let Gong AI write email content for you. There are two types, each suited to a different situation.

Saved prompts

A saved prompt is a set of AI instructions stored in your Content templates library. When you apply one, Gong generates a complete email including the subject line and body, drawing on your available contact, account, and deal context. Use a saved prompt when you want the entire email drafted by AI rather than writing from a pre-written template.

Saved prompts can be used in one-off emails and flow email steps, including automated flow emails. Learn more about using AI prompts to generate emails.

Inline prompts

An inline prompt generates a specific section of content inside an existing template, block, or flow email step. Write your instruction between double square brackets, for example [[write a personalized opener based on recent calls]], and Gong generates text for that section based on account context, such as past calls and emails. Inline prompts can be useful for personalized openers, meeting summaries, or any section that benefits from live context about your contact.

Learn more about adding AI-generated content with inline prompts.

Permissions and access

Tech admins control who can create, edit, and use templates. Only tech admins and team members with the permission to create and manage company templates and blocks can edit company templates and blocks. Company templates are available to everyone in your company, so any changes made to them can affect everyone.

You can share personal templates or folders with team members, depending on your permissions. Once shared, team members can view the templates in their template libraries and use them for sales engagement.

Best practices

Setting up a content committee that is responsible for developing, deploying, and maintaining your team's templates can help your company create high-quality content. See the Content Committee Guide for more guidance on how to set one up. You can also download the flow publishing checklist to help you stay on top of template best practices.

Frequently asked questions