Create rulesets for your flows

Who can use this: Business admin

Available on: Gong Engage

Required permissions: Create and manage flow rulesets

Rulesets are reusable sets of rules you apply to flows to define how they respond to email replies, bounces, meeting bookings, and CRM changes. You don't need to configure every category — unconfigured categories use default behavior, and you can add or change rules at any time. Learn more about how flow rulesets work.

Step 1: Name and describe the ruleset

Every ruleset needs a name. The name appears on the Flow rulesets page and in flow settings wherever the ruleset is applied, so choose one that describes its purpose.

To create a ruleset:

1. From the left sidebar, click Assets, and select Flow rulesets.

2. Click Create ruleset.

3. Enter a name in the Name field.

4. (Optional) Enter a description in the Description field.

Step 2: Set flow properties

Flow properties control whether contacts can be active in more than one flow at a time, and whether the cool-off period applies after a flow ends.

To set flow properties:

1. Under Flow properties, choose This flow is exclusive or This flow is not exclusive.

2. (If applicable) Choose whether to Apply or Ignore the cool-off period.

Note:

If your company has disabled multiple active flows globally, the exclusivity option is locked and cannot be changed at the ruleset level.

Learn more about flow property options.

Step 3: Set up outbound emails

Outbound email settings control whether flow emails include an opt-out footer.

To set up outbound emails:

1. Under Outbound emails, choose Display an opt-out footer or Don't display an opt-out footer.

2. If displaying, choose Dynamic opt-out footer or Select opt-out footer.

Note:

If your company enforces a global opt-out requirement, this option may be locked.

Learn more about outbound email options.

Step 4: Set up response handling

Response handling defines what happens when a contact engages with your outreach. Configure each trigger event separately.

To configure email reply handling:

1. Under Response handling, click the dropdown next to When someone replies via email and select an action.

2. (Optional) Select whether to create a response to-do.

To configure meeting booked handling:

1. Click the dropdown next to When someone books a meeting and select an action.

2. (Optional) Select whether to create a meeting booked to-do.

To configure email bounce handling:

1. Click the first dropdown next to When an email bounces and select what happens to the contact.

2. Click the second dropdown and select whether to create a bounce to-do.

Note:

Out-of-office replies and returned missed calls also appear in this section but are not configurable. They are shown for reference only.

Learn more about response handling options.

Step 5: Add CRM change rules

CRM change rules automatically remove a contact or lead from the flow when a CRM field reaches a defined value — for example, when a lead is disqualified or a deal closes. You can add multiple CRM change rules to one ruleset.

To add a CRM change rule:

1. Under CRM change, click + Add rule.

2. Select the CRM object to monitor: Lead, Contact, Account, or Opportunity.

3. Select the field and the trigger value.

4. Select the action: remove the contact or lead from the flow.

5. Click Apply.

Repeat for each rule you want to add.

Note:

CRM change rules respond to field transitions, not to the current field value. If a field already has the trigger value when someone joins the flow, the rule does not fire.

Learn more about CRM change rule options.

Step 6: Map flow status changes

Flow status change rules update a lead's CRM status when their flow status changes in Gong, keeping your CRM in sync without manual updates. Supported CRMs include Salesforce, HubSpot, and Dynamics 365.

To add a flow status change rule:

1. Under Flow status change, click + Add rule.

2. Map a Gong flow status to the corresponding CRM lead-status value.

Learn more about flow status change options.

Step 7: Save the ruleset

When you have configured the categories you need, click Save. The ruleset is immediately available to apply to any flow.

You can apply it to multiple flows at once or change the ruleset assigned to a specific flow from the flow's settings. Learn more about managing your rulesets and changing a flow's ruleset.

Note:

You can return to edit the ruleset at any time. Changes to a shared ruleset apply immediately to all flows using it. Learn more about editing rulesets.

Frequently asked questions