Who can use this: Any team member
Available on: Gong Foundation, Gong Engage
The Gong Dialer lets your team call prospects and customers directly from Gong, from the web app or the Gong mobile app. Calls made through the dialer can be recorded and are analyzed the same way as all other recorded calls in Gong.
The dialer is powered by Twilio. When a rep dials a number, Twilio establishes the call. Business phone numbers are provisioned through Twilio and managed from the Dialer setup page in the Admin center.
Who can use the Gong Dialer
Access depends on a team member's seat type:
Gong Engage seat: Gives access to both the web dialer and the mobile dialer, including full inbound and outbound calling.
Gong Foundation seat: Gives access to the mobile dialer only. Outbound calls are available from a verified personal number.
In both cases, a tech or business admin must enable the dialer for each team member or team and provision business numbers before anyone can start making calls.
How the dialer is set up
Tech admins set up the Gong dialer in the Dialer setup page in the Admin center. Admins must enable the dialer for team members and obtain business phone numbers before configuring additional dialer settings, including:
Recording settings, including per-region recording rules
Call outcomes, including whether they are optional or required
Trusted calling, to help calls reach recipients rather than being flagged as spam (US only)
Local dialing, to give reps numbers that match the area code they are calling
Inbound call routing, so prospects can call back
Where reps use the web dialer
The web dialer is accessible from multiple places in Gong:
From any to-do that prompts a call
From the People page, when the next action for a contact is a call
By hovering over a person's name on any Engage page and clicking the call icon
From the person detail view, by clicking the phone icon
From anywhere in Gong, using the quick access menu in the top right corner or the keyboard shortcut Shift + D
What happens to calls
Calls made through the Gong Dialer are automatically logged. Recorded calls are processed for transcription and analysis and appear in Conversations. Calls that were not recorded appear on the rep's home page or the contact's activity timeline.
Reps can set a call outcome during or after each call. If your company uses a supported CRM, call activity can be exported to your CRM automatically. Ask your admin to configure this in Company Settings > CRM.
Usage limits
There is a usage threshold of 36,000 minutes per seat per year. Gong notifies admins if any user approaches this limit.