Tech admin, Business admin
Gong Engage*
As an admin, you can manage how Gong Engage respects your organization's compliance requirements and your prospects' communication preferences for emails and calls. By aligning with global privacy regulations (like GDPR and CCPA), you can ensure reps only engage with contacts who have the appropriate consent.
Map your opt out fields
Admin center > Engage > Compliance settings > Opt-out controls
Before creating policies, you need to define how Gong syncs opt-out data with your CRM. This is managed in the Opt-out controls tab. Mapping the fields in the Opt-out controls tab ensures that if a user opts out via a Gong unsubscribe link, the corresponding field in your CRM is updated.
The mapping of opt-out fields has moved from the Engage CRM setup page to this centralized Compliance settings area for a more streamlined configuration experience.
Note
Mapping these fields is mandatory. If you do not map your CRM fields in the Opt-out controls tab, Gong won’t be able to identify which contacts have opted out, and your compliance policies will not be enforced.
Choose your mapping strategy based on your company's needs:
Global (single opt-out): Map one CRM field (ex: "Do Not Contact") that applies to all communication channels simultaneously.
Granular (channel-specific): Map separate CRM fields for Emails and Calls for both Contacts and Leads.
Select the specific CRM fields to ensure two-way syncing between Gong and your CRM.
Configure compliance policies
Once your mandatory fields are mapped, use the Compliance policies tab to define how Gong handles outreach based on different regional or business requirements. A compliance policy is a centralized set of rules that defines how and when your team can interact with contacts and leads. It combines three elements:
People: Who does this apply to (ex: all contacts in the UK)?
Opt-out controls: What communication is allowed for emails and calls?
Email tracking: Can we track opens and clicks for these individuals?
Default compliance policy
Your Engage setup comes with a global default policy. This policy acts as a "safety net" to ensure any contact not specifically covered by a custom policy is still governed by your baseline company rules. You should edit its restriction levels to align with your standard global business needs.
You cannot delete this policy, and its targeting (People) cannot be modified because it applies to everyone by default.
Creating and customizing compliance policies
When you need to deviate from your global standard (ex: stricter rules for GDPR in Europe), you can create custom policies.
To create a custom policy:
Click Add compliance policy
Define policy targeting (people). Custom policies use CRM-based filters to identify their audience. For example, you can create a policy that only triggers if:
Contact country = Germany
Lead source = Inbound
For each channel, define the level of restriction applied when a contact/channel is marked as "opted out" in your CRM:
For emails:
Allow reps to send emails and add to flows: Reps can send one-off emails and add to flows.
Allow reps to send emails and skip email flow steps: Reps maintain the ability to send one-off emails and add to flows, but email steps are skipped.
Prevent sending emails and skip email flow steps: All email communication is blocked, and reps can’t send one-off emails. If using granular opt-out mapping, reps can still add to flows, but email steps are skipped. If using global opt-out mapping, reps can’t add to flows.
For calls:
Allow reps to call and add to flows: Reps can make one-off calls and add to call flow steps.
Allow reps to call and skip call flow steps: Reps maintain the ability to make one-off calls and add to flows, but call steps are skipped.
Prevent calling and skip call flow steps: All call communication is blocked, and reps can’t make one-off calls. If using granular opt-out mapping, reps can still add to flows, but call steps are skipped. If using global opt-out mapping, reps can’t add to flows.
Define email tracking settings. Manage privacy by controlling how reps monitor engagement for people under this policy:
Track email opens: Set this to Allowed or Not allowed to control whether email open tracking is available for these contacts and leads.
Track email link clicks: Set this to Allowed or Not allowed to control whether email link click tracking is available for these contacts and leads.
Managing multiple policies
Create as many policies as your business needs. When a person matches multiple criteria, Gong uses the following logic:
Gong checks the contact against your policies starting from the top of the list.
The first policy on the list that matches the contact’s CRM data is the one that is applied.
Drag and drop policies to change their priority at any time.
*The features available to you depend on your company’s plan and your assigned seats.