About trackers

Who can use this: Any team member

Available on: Gong Foundation

Required permissions: Manage AI Trackers

Trackers scan your team's calls and emails to identify moments where specific topics, phrases, or concepts come up. Use tracker results to find relevant conversations quickly, spot patterns across your team's conversations, and coach reps without reviewing every call.

Tracker types

Gong provides two types of trackers. They work differently and suit different jobs, so choose based on whether exact wording matters for what you want to track.

Keyword trackers

Keyword trackers detect specific words or phrases when they appear in a conversation. You define the exact terms, for example a competitor's name, a product feature, or a phrase your team must avoid. Keyword trackers apply to calls and emails and are active from the moment you save them.

Keyword trackers do not consume Gong credits.

Use keyword trackers when exact phrase matching is reliable, such as for terminology, competitor names, product names, and other specific language your team uses consistently.

Common keyword tracker uses:

• Competitor mentions: Track competitor names to understand how often they come up and in which deals.

• Recording consent: Track required consent phrases (for example, "This call may be recorded") to confirm reps follow compliance requirements.

• Product or feature mentions: Track your product names to see how often they come up in customer conversations.

AI trackers

AI trackers detect concepts and intent rather than exact words. Instead of listing every phrase a rep might use when discussing pricing, you write a question, such as "Did the rep discuss pricing?", and Gong's AI determines whether that intent was present, regardless of the exact wording used. Use AI trackers when the topic you want to track can be expressed in many different ways.

There are two ways to use AI trackers:

• Build your own: Create a question-based AI tracker by writing natural-language questions that describe what you want to detect. Question-based AI trackers consume Gong credits based on the calls and emails they analyze. When your company runs out of credits, published AI trackers are automatically paused and must be manually republished after credits are added.

• Use AI trackers by Gong: Gong provides pre-built AI trackers for common topics like pricing, objections, and risk signals. They do not consume Gong credits and require no setup beyond activation. You cannot edit their configuration. See AI trackers by Gong.

Common AI tracker uses:

• Competitors: Track whether customers asked for direct comparisons or benchmarking: not just whether a competitor was mentioned, but whether it was framed as a competitive evaluation.

• Promotions: Track whether reps offered time-limited incentives, such as end-of-quarter discounts or sign-by deals.

• Customer pain points: Track whether customers described business challenges like process bottlenecks, compliance issues, or revenue gaps.

Where tracker results appear

Once a tracker is active, results appear across Gong wherever conversation data is shown. Any team member with access to the relevant conversation or page can see tracker results. No special permission is required to view them.

• Call page: A Trackers panel shows which trackers fired on the call, with timestamps you can click to jump to that moment in the recording.

• Search: Filter your call library to find all calls where a specific tracker fired. Use the Trackers filter, which groups trackers as Keyword, Custom AI and By Gong.

• Team Insights: See how often tracked topics come up across your team's calls over time.

• Streams: Receive notifications when a tracker fires on a new call.

• Initiative boards: Measure how often strategic topics appear in your team's conversations.

• Deals: See tracker signals in the deal activity feed and on deal cards.

• Scorecards: AI tracker results can identify relevant moments in calls for evaluation and coaching feedback.

• Playbooks: Use tracker results to support methodology compliance and AI deal review.

• Salesforce: AI tracker results from calls are exported to Salesforce by default. They appear on the Gong Conversation record under Content > Trackers, with a [Smart] prefix. Your Gong admin can disable this. Keyword tracker results require enabling the Salesforce destination in each tracker's settings.

Set up and manage trackers

Trackers are workspace-specific. If your company uses multiple workspaces, set up the relevant trackers in each workspace separately.

Before creating a tracker, identify what behavior or topic you want to monitor and whether exact phrase matching or concept detection is more reliable for it. New product launches, sales methodologies, objection handling, and competitor positioning are all good starting points.

• To detect specific words or phrases, see Create a keyword tracker.

• To detect a concept or intent using AI, see Create an AI tracker.

• To use a pre-built tracker with no setup required, see AI trackers by Gong.

Frequently asked questions