Create keyword trackers

Who can use this: Any team member

Available on: Gong Foundation

Ideal for: Enablement manager, RevOps, Sales manager

Required permissions: Manage AI Trackers

Keyword trackers identify specific words or phrases mentioned in your team’s calls and emails. They start working as soon as you save them, without requiring publication or using Gong credits.

Step 1: Name and configure your tracker

Define the name, terms, and matching rules for your tracker. The name appears wherever tracker results are shown across Gong.

To create a keyword tracker:

1. From the left sidebar, click Admin center.

2. In the Agent Studio tab, hover over AI Tracker and click Settings.

3. Click + New tracker, and select Keyword tracker.

4. Enter a name for the tracker.

5. Select the language for the keywords. Each language you add gets its own keyword list. To add another language, click + Add another language. To apply one phrase list to every language, select All languages.

6. Enter phrases separated by commas in the phrases field.

7. (Optional) Select Include related word forms to match variations like plurals and conjugations, not just exact text.

Step 2: Set tracker filters

Tracker filters define whose speech is analyzed, when the tracker looks for matches, and which part of the conversation it applies to. Configure these filters to focus your results and reduce noise.

To configure tracker filters:

1. In the Track when mentioned by dropdown, select whose speech to track. Options include Anyone (default), People at your company, and People not at your company.

2. (Optional) Click Call filters to expand call-level filters:

   1. Select Said as part of a question to track the keyword only when it is said as part of a question.

   2. Select Said at when you want the tracker to pick up terms according to the part in the call. For example, anytime, in the first 5 minutes, or in the last 5 minutes.

   3. Select a topic under Said in topic to track the keyword only when said during specific call topics, such as Discovery or Call setup.

3. Select the activity type: Calls only or Calls and emails. For emails, keyword trackers are supported only in the deal activity panel and the account page.

Step 3: Choose destinations and create tracker

Destinations control where tracker results appear outside the call page. Choose the areas that are most relevant to how your team uses this tracker.

To select destinations:

1. Under Where do you want to use this tracker? Select the destinations where you want tracker results to appear:  

   • Call page: shows tracker results on individual call pages (selected by default). The call page shows each phrase separately by default.

   • Call summary email notification: includes tracker results in call summary emails. To be notified when a keyword tracker is mentioned in a call, select this option when you set up the tracker.

   • CSV export: includes tracker data in call exports (selected by default). You can choose whether to see each phrase separately.

   • CRM Call object: pushes results to the Salesforce Call object when the integration is enabled. You can choose whether to see each phrase separately.

   • API request results: includes tracker data in API responses (selected by default). You can choose whether to see each phrase separately.

   • Insights: includes tracker data in Team Insights (selected by default).

   • Deals: If the tracker is tracking multiple phrases, you can choose to see them separately.

2. Click Create. The tracker is immediately active. Gong also reprocesses your company's past calls, so the tracker finds matches in earlier calls as well as new calls and emails. Results can take up to a couple of days to show in metrics and the API, while Search can show the tracker sooner.

Note:

Keyword tracker results in Salesforce are synced separately from AI tracker results, and the sync needs to be enabled independently.

Frequently asked questions