Trace an email that isn't showing in Engage

Who can use this: Any team member

Available on: Gong Engage

Ideal for: Sales rep, Sales manager

Sometimes an email you sent or received doesn't show up in Gong. It might be missing from Messages, from the contact's activity, or from the deal where you expect it. Or it might be there, but its tracking data looks wrong or it never reached Salesforce. Gong Support can look into what happened if you send them the original email.

Download the original email as an .eml file, which holds the full message and the technical details attached to every email. With it, Support can check what Gong received and what it did with it, such as whether the email reached Gong, was filtered out, or couldn't be imported.

Note:

Before you send a file, try the quick checks in Troubleshoot email sending in Engage.

Step 1: Download the original email

Use the original email, not a forwarded copy. A forwarded email is a new message and can lose the details Support checks. The steps depend on your email client.

To download the email file:

1. In your email client, open the original email. Don't open a forwarded copy.

2. Download the email:

   • Gmail: Click the More actions icon, and select Download message.

   • Office 365 (web): Click the More actions icon, and select Download. Make sure you download the email as an .eml file, because other options are available.

   • Outlook desktop app: Right-click the email, select View source, and save the file. It saves as a .mime file.

Note:

Don't edit, redact or forward the file. That can remove the details Support needs to find the email.

Step 2: Open a support ticket

Once you have the file, send it to Gong Support with a ticket. For what else to include in your request, see Contact Gong support.

To open the ticket:

1. In the Help Center, click Submit a request.

2. Set Issue to "Product question/Issue/Error".

3. Set Category to "Emails > Missing email" if the email is missing. For a different problem, such as tracking or Salesforce, choose the category that fits it best.

4. Attach the email file you downloaded.

Frequently asked questions