Create an automated agent

Who can use this: Any team member

Available on: Any Gong plan

Ideal for: Sales manager, RevOps

Required permissions: Manage automations

Automated agents run a sequence of actions when a defined trigger fires. Use this article to create and activate an automated agent in Gong.

Step 1: Open the agent builder

Automated agents are created and configured in the agent builder.

To open the agent builder:

1. From the left sidebar, click Assets, and select Agents.

2. Click the New agent dropdown, and select Automated agent.

3. Click Untitle agent on the top left to give the agent a name.

The agent builder opens on the Editor tab with a new untitled agent.

Step 2: Select a trigger

The trigger is the event that starts the agent. In the Add a trigger panel, select one of the following trigger types.

CRM change

Use this trigger when you want the agent to run based on a change to a CRM record.

To configure a CRM change trigger:

1. Select CRM change.

2. Click the Add trigger dropdown, and select the event type:

   • An object is updated

   • A new object is created

   • An object is updated or a new object is created

3. Select the object, the field, and the action type.

4. To narrow which records start the agent, click Add filter and define your conditions. You can add a single condition or a condition group.

Date condition

Use this trigger when you want the agent to run based on a date associated with a CRM record.

To configure a date condition trigger:

1. Select Date condition.

2. Select when the trigger should fire:

   • When a date is approaching

   • When a date has passed

   • When a date is today

3. Select the opportunity and the date field.

4. Enter the number of days away.

5. To narrow which records start the agent, click Add filter and define your conditions.

Smart tracker

Use this trigger when you want the agent to run when a smart tracker detects a concept on a call.

To configure a smart tracker trigger:

1. Select Smart tracker.

2. Select the tracker. The tracker's filters are displayed on the page automatically.

Step 3: Add actions

Actions define what the agent does when the trigger fires. An agent can have one or more actions, which run in sequence. Click the step block on the canvas, or click + to add a new step, to open the Add an action panel.

Generate with AI

Use this action to generate summaries, insights, or recommendations based on data from the trigger.

To configure a Generate with AI action:

1. Select Generate with AI.

2. Enter your instructions in the prompt box.

Send an internal email

Use this action to send an email to one or more Gong team members using data from the agent.

To configure a Send an internal email action:

1. Select Send an internal email.

2. Enter the recipients. You can select by CRM role or choose individual team members.

3. Enter the email subject.

4. In Message, click Add variables to include values from variables in the message.

Send a Slack message

Use this action to send a Slack message to a channel or to specific team members.

To configure a Send a Slack message action:

1. Select Send a Slack message.

2. Select the recipients. You can select by CRM role or choose individual team members.

3. Select the channel.

4. Enter the message.

Send a brief

Use this action to send an automated brief.

To configure a Send a brief action:

1. Select Send a brief.

2. Select the brief and the assignee. Assignees are role-based, for example SDR or role manager.

Add to flow

Use this action to add contacts or leads to a flow.

To configure an Add to flow action:

1. Select Add to flow.

2. Select the flow and the assignee. Assignees are role-based, for example SDR or role manager.

Start a play

Use this action to start a play for an account.

To configure a Start a play action:

1. Select Start a play.

2. Select the play and the assignee. Assignees are role-based, for example SDR or role manager.

3. Click Apply.

Step 4: Configure the agent settings

Before saving, give the agent a name and description so it's easy to identify.

To configure the agent settings:

1. Click Settings in the top right.

2. To change the icon, click the Icon dropdown and select an icon.

3. In the Agent name field, enter a name for the agent.

4. In the Description field, enter a description of what the agent does and when to use it.

5. Click Save.

Step 5: Save and activate the agent

When the trigger and actions are configured, save the agent. You can activate it immediately or come back later.

To save the agent: Click Save in the top right.

To activate the agent: Click the Disabled dropdown, and select Enabled and click Save.

The agent is now active. It runs automatically each time the trigger fires. To review runs, click the Runs tab.

Frequently asked questions