Tech admin, Business admin, Sales rep, Sales manager,
Gong Engage*
When setting up a flow, each step type serves a specific purpose, from email communication to call scheduling and LinkedIn engagement. Understanding the different step types in Gong Engage flows helps you create the exact structure and timing you want for your business needs.
Manual email
Manual email steps require the flow owner to review and send an email themselves, providing flexibility while ensuring a personalized approach.
Features
Use a template: Save time by adding an existing email template
Personalization with variables: Add variables to dynamically populate recipient-specific details (e.g., first name, company). Note that opportunity variables are only available when sending one-off emails from Pipeline, not within flows
Email signature: Your standard Engage email signature is automatically included.
AI-generated email drafts
Save time by generating your email draft with AI. Click Generate an email and select the type of email you want to use for that step.
Nudge email: Gently reminds the recipient to respond
Follow-up email: Generates a personalized message based on previous email exchanges
Each time someone reaches the email step, Gong provides an AI-generated draft, which the flow owner can edit before sending.
Reply vs. new thread
For email steps after the first step, you can choose whether to send the email:
As a reply to the previous email step (helpful for keeping conversations organized)
As a new thread (useful for changing the subject line and starting fresh)
Recipient fields (To, CC, BCC)
When setting up an email step, you can predefine recipients:
Set specific recipients in the To, CC, and BCC fields.
Use the variable "My manager" to automatically include the rep’s manager
Scheduling
Delay from flow start: If the email is the first step, setting "4 business days" means it’s due 4 business days after adding the recipient to the flow
Delay from previous step: If not the first step, setting "4 business days" means it’ss due 4 business days after the previous step.
Note: Manual emails are only due on business days.
Auto email
Auto email steps allow Gong Engage to send emails automatically to reduce manual effort.
Features
Auto emails are sent without rep intervention, unless there’s a reason to review, such as missing variables, lost email thread, or disconnected email account. This means they won’t appear on the flow owner’s to-do list unless there’s an error, in which case the step will become a manual email step
Email signatures are included, just like in manual emails
Scheduling
For the first email step:
Send as soon as possible: Gong will attempt to send the email immediately on a business day
Send on any day (including weekends): If enabled, the email will be sent immediately, even on weekends
If an email is delayed due to sending limits or spam throttling, Gong will send it as soon as possible.
For later steps in the flow:
Delay the email by a set number of business days from either the flow start or the previous step
Emails will be sent at the recipient’s local time (or the sender’s time if recipient time is unavailable).
Reply vs. new thread
Like manual emails, auto email steps can be sent as a reply to the previous email or a new thread.
Sender and recipient
The sender of an auto email is the rep who added the person to the flow
If a rule automatically adds people to a flow, the sender will be defined by the rule
If a contact has multiple email addresses, Gong sends the email to the first listed address.
Recipient fields (To, CC, BCC)
Set up To, CC, and BCC fields in advance.
Use "My manager" to automatically CC the rep's manager.
Call
Call steps enable you to connect with prospects directly through the Gong dialer and other integrated dialers. To use the dialer, your admin must enable it for your team and set business numbers that are available either to individual reps (assigned numbers) or to your entire team.
Features
Call recording: Calls are recorded, giving you the same analytics and insights as all recorded calls in Gong
Call scripts: Use templates to make things easy when it comes time to call someone
LinkedIn Steps
To use LinkedIn flow steps, your admin must integrate LinkedIn Sales Navigator and Gong, and you must have a Linkedin Navigator Advanced or Advanced Plus license.
There are two LinkedIn step types:
LinkedIn connect
Prompts reps to send a connection request to the prospect
Cannot be logged to CRM.
LinkedIn message
Prompts reps to send a direct LinkedIn message to the prospect
Can be logged to CRM if the Log this conversation to CRM option is enabled.
Task
Task steps serve as reminders for non-email, non-call, and non-LinkedIn activities.
Examples
Sending a gift
Preparing for a meeting
Researching a company
Any other offline or manual action
Scheduling
Like other steps, you can set a delay in business days to control when a task is due.
*The features available to you depend on your company’s plan and your assigned seats.