Export data as Salesforce tasks or events

Who can use this: Tech admin

Available on:  Any Gong plan

Export Gong activities to Salesforce so your teams see meeting, email, call, and Engage activity directly in CRM. Salesforce receives these activities as tasks or events based on the settings you configure.

You can export:

• Meeting invites: exported as Salesforce tasks or events

• Conference calls: exported as Salesforce tasks or events

• Telephony system calls: exported as Salesforce tasks or events. Includes calls made via Gong Engage.

• Emails: exported as Salesforce task. Includes emails sent via the Gong email composer for Engage.

• Engage tasks: exported as Salesforce task

• Engage LinkedIn connection requests and messages: exported as Salesforce task

• Engage flow data: exported as Salesforce task

Configure activity export

Go to Admin center > Settings > CRM > CRM settings and go to the Export tab.

Export meeting invites and calls

Meeting invites and calls are exported as Salesforce tasks or events. The data exported includes details such as when the call took place, how long it lasted and what the call resolution was. The call transcript is not exported.

Note:

These settings include exporting calls made via Gong Engage.

Choose which meetings and calls to export

In Meeting invites and calls, select the activities you want to export:

Meeting invites

Exports details for upcoming meetings as either a Salesforce task or event. A meeting is exported only when at least one external participant matches a Salesforce contact or lead. If no contact, lead, or account is found, the task/event isn't created.

Tasks and events are created as follows:

1. Tasks for meeting invites are created with a status of In progress.

2. After the meeting takes place, Gong updates the task with meeting details, such as the link to the recording, and sets the status to Completed.

3. Salesforce events don’t have a status field.

Note:

The meetings booked metric in Engage provides data on how many meetings an SDR made and doesn’t correlate to Meeting invites.

Web conference calls

If you export meeting invites the call is added to the task/event containing the relevant meeting invite. If not, the call is exported as a task or event.

Telephony system calls

Choose whether to export all telephony calls or only calls made via the Gong dialer in Engage.

• All imported calls: Export calls made with any dialer. Exports the following calls:

  • All recorded calls that last longer that the time set in your recording settings page

    Note:

    Selecting All imported calls will create duplicate tasks if you export calls made with other dialers via a different app.

• Calls made via Gong Dialer: Only export calls made via Engage with the Gong dialer. Exports the following calls:

  • All recorded calls

  • Call attempts: details of calls that were made but not answered

  • Short calls: calls that are under 5 minutes

  • Non recorded calls: details of calls that were made, answered, and not recorded

Set whether to create tasks or events

1. Expand Salesforce activity settings and choose whether to export meeting invites and conference calls as:

   • Salesforce tasks

   • Salesforce events

   Gong recommends exporting them as events as this includes fields relevant for these activities. Meeting invites and conference calls must be exported as the same object as the meeting invite is updated with the conference call details after the meeting takes place.

   Note:

   Events for your calls will be duplicated if both of the following are enabled:

   • The Gong for Salesforce app is installed and the Gong for Salesforce - Create Event from Gong Conversation flow is activated

   • Export meeting invites and conference calls as events is enabled

   To prevent duplicate events, deactivate the flow.  

2. Select the Salesforce task/event type for meeting invites and conference calls.

3. Whether to export telephony system calls as:

   • Salesforce tasks

   • Salesforce events

4. The Salesforce task/event type for telephony system calls
   

Choose how many tasks to create per activity

Meetings and calls include several participants. Choose one of the following:

• Create one activity for each Gong activity, which includes all related participants, accounts, and opportunities the activity relates to. This requires setting up custom fields in Salesforce.

• Create several activities for each participant, account, and opportunity associated with the activity. Results in multiple activities in Salesforce.

For more details, see Creating one task per activity.

Export emails to Salesforce

Gong exports emails associated with Salesforce leads or contacts from the date you enable export. Gong does not export emails retroactively.

Emails must be written in Google Workspace, Office365 or in Gong Engage via the Gong email composer to be exported to Salesforce.

Emails not exported

Emails with the following tags are not exported to Salesforce:

• MEETING_ACCEPTED

• MEETING_DECLINED

• MEETING_TENTATIVE

• MEETING_INVITATION

• MEETING_INVITATION_CANCEL

• MEETING_NEEDS_ACTION

• SCHEDULING

Select email workspaces to export

1. In the Export tab, under Emails, turn on the workspaces you want to export emails from. Settings to limit the emails you export are available for each workspace.

   

2. Click Edit to choose team members whose emails will be exported. By default no team members are selected and no emails are exported to Salesforce for the workspace.

   1. In the Add/remove team members dialog, search for the employee name, team or job title you want to export emails to Salesforce for.

   2. Click the team members or teams to add them to the list, and click X to remove them.

   3. Click OK. The number of team members is updated.

3. In Emails to export, choose whether to export:

   • All sources: Exports emails imported to Gong from the email provider as well as emails written using the Gong email composer.

   • Engage emails only: Exports emails written using the Gong email composer.

     Caution:

     Selecting All sources may create duplicate Salesforce tasks if another app exports emails.

Set Salesforce activity settings for emails

In Salesforce activity settings:

• Select the task type for emails. You must set up the relevant task types in Salesforce first. For more details, see Configuring the type for a Salesforce activity.

• Select whether to create one or several tasks for each email exported. For more details, see Creating single tasks for activities or Creating several tasks for emails.

Export Engage data

Engage to-do activities include emails, calls, LinkedIn actions, and tasks. Engage emails and calls are exported based on your Meeting invites and calls and Emails settings. For more details, see How Engage exports data to your CRM.

Note:

To-dos that are Open aren’t exported to Salesforce.

Engage tasks

Engage tasks, LinkedIn messages and connection requests are exported to Salesforce when:

• The to-do is marked as completed in Gong

• The activity is not imported from external sources

• The to-do isn’t skipped

In the Export tab, scroll down to Engage. In To-do activities, select whether to:

• Export Engage tasks

• Export LinkedIn messages & connection requests

Set Salesforce activity settings for Engage tasks

Expand Salesforce activity settings and:

1. Set the task type for each Engage activity you export to Salesforce. See Configuring the task type for an activity

2. Select whether you want to create one task in Salesforce, or several tasks for each Engage to-do.

Engage flow data

Flow data includes:

• Contacts who have been added to a flow

• The current step in the flow they are in

This data is available for contacts, leads, and tasks. When added to tasks, you can see which activities are part of an Engage flow and which aren’t.

Flow data can be exported as:

• Custom fields: These must be defined in Salesforce and added to the object’s page layout. With custom fields, you only see details of one flow the contact/lead is in. When prospects are added to multiple flows, the names of the flows are displayed in the Engage flow name field. The other flow fields display details of the flow the prospect has been in the longest.

• Custom flow object: The flow object is a Gong custom object which enables displaying all flows a contact or lead has been added to. In Salesforce, to see flow data, you must add the flow object to the contact and lead page layouts. For more details, see, add the flow object to the contact page layout.

To export Engage flow data:

1. In the Export tab, scroll down to Engage flow data.

2. Turn on Export flow data and select custom fields and custom objects.

Custom fields for Gong activities

See Set up Salesforce custom fields for details on setting up custom fields in Salesforce.

Set the Salesforce activity update period

When you set up the integration, only new activities are exported to Salesforce. Gong activities can be updated after they occur, for example, if a call is associated with a prospect who was not yet added to Salesforce, or if a new tracker is created. (See Changes that cause task and event updates for a full list of when an activity is updated).

The Salesforce activity update period determines how long after an activity occurs Gong continues to update the related Salesforce task or event. If the update period is set to 3 months, the Salesforce task or event won’t be updated with any changes that occur more than 3 months after the activity date.

Limiting updates to a defined period prevents large numbers of historical tasks and events from being updated in Salesforce. Updating historical records can consume significant system resources and may impact performance. In many cases, these tasks and events are no longer used, so updating them is unnecessary.

Set the update period

1. In Salesforce activity update period, set the number of months after the Gong activity occurs that the corresponding Salesforce activity should be updated.

   

What to consider when setting the activity update timeframe

Gong activities are updated with new data as it becomes available, for example if a new smart tracker is set up, the Salesforce task/event for that activity is updated with the new data.

Updating Salesforce tasks/events can cause unnecessary overload on your CRM especially if it includes updating obsolete tasks. Therefore, we update Salesforce activities for a relative period of time after they occur, after which they are no longer updated.

For example: If you set Salesforce activity update period to 3 months, the Salesforce activity will be updated as follows:

Export activities that occurred before the integration was set up

How historical activities are exported to Salesforce depends on the order you set up your integrations:

Scenario 1: CRM integration set up first

Setup order:

1. CRM integration

2. Email provider/telephony system

How historical activities are treated:

Historical calls and emails are treated as new because they are imported to Gong for the first time.

What gets exported:

Calls and emails that occurred within the timeframe set in the Salesforce activity update period are exported to Salesforce.

Scenario 2: Email provider or telephony system set up first

Setup order:

1. Email provider/telephony system

2. CRM integration

How historical activities are treated:

Historical calls and emails are treated as existing activities, as they were already in Gong when the CRM integration was activated.

What gets exported:

Historical calls and emails aren’t exported to Salesforce by default. They are exported only if they occurred within the Salesforce activity update period and they were updated with new information.

Example: How a historical call is handled

• A call took place on July 1.

• The Salesforce activity update period is set to 90 days.

• The CRM integration is activated on September 1.

Export status report

You can see which activities were successfully exported, which failed, and which aren’t set to be exported by generating the CRM export status report.