Set up Engage data export to your CRM

Who can use this: Tech admin

Available on: Gong Engage

Flow fields are custom fields in your CRM that show which flow an exported email, call, LinkedIn action, or task came from. With them, you can report on which flow produced an activity, and build views of everyone currently in a flow.

Activity records get the flow ID, execution ID, flow name, and step number. Contact and lead records get the person's flow status.

Engage exports activity to your CRM with or without flow fields. To add them, follow three steps: add the fields to your CRM, tell Gong to fill them in, and make the fields visible to your team.

Do this after Engage is connected to your CRM. Learn more about setting up Engage.

Important:

Create every flow field in your CRM before you tell Gong to fill them in. If a field is missing or set up incorrectly, Gong still exports the activity, but the data for that field is empty.

Before you begin

• Connect your CRM and finish the Engage CRM setup. Learn more about configuring Engage CRM fields.

• Get admin rights in your CRM. You create fields and edit layouts in your CRM, not in Gong.

• Use a CRM that Engage supports: Salesforce, HubSpot, or Microsoft Dynamics.

Step 1: Add the flow fields to your CRM

Gong needs flow fields in your CRM to write to. How you add them depends on your CRM:

• Salesforce: Install the Gong for Salesforce app, and it creates the fields for you. Or create the fields yourself. The app and manual setup use different field names, so choose one.

• HubSpot: Create the fields yourself, as properties on the contact record. The flow status property is a dropdown list, so add every flow status to it, spelled exactly as Gong sends it. If a status is missing, HubSpot can reject the update. Learn more about flow statuses in your CRM.

• Microsoft Dynamics: The Gong for Dynamics solution includes the fields. Install or upgrade the solution. Learn more about installing Gong for Dynamics.

A separate article lists each flow field's exact name and the record it belongs on. Learn more about setting up custom flow fields in your CRM.

Step 2: Tell Gong to fill in the flow fields

After you create the fields in your CRM, the next step is to tell Gong to start filling them in. To do this, turn on the flow data export setting. It sends flow details, such as the flow name and step number, from Gong to those fields.

To turn on flow field export:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click CRM settings under the CRM card.

3. Click your CRM integration. For example, click Salesforce integration.

4. Click the Export tab.

5. In the Flow data section, turn on Export flow data. In Salesforce, first expand Salesforce activity settings to find this section.

6. Choose how to export the flow data:

   • As custom fields: Exports each piece of flow data as its own field. Shows only the latest value.

   • As custom object: Exports all flow data to a flow object.

7. Click Update.

Step 3: Make the fields visible to your team

A new field does not show on records until you add it to a layout. Add the flow fields to your team's layouts, so people can see the data Gong fills in.

• Salesforce: Add the fields to your Contact, Lead, Task, and Event page layouts. With Gong for Salesforce version 3 or later, Gong adds the Flow object for you. Add it to your Contact and Lead layouts to see which flows each person is in. Learn more about Salesforce page layouts.

• HubSpot: Add the properties to the left sidebar of contact records. Learn more about customizing HubSpot record properties.

• Microsoft Dynamics: Add the fields to the forms your team uses. Dynamics also has a Flow object.

VERIFY: Ask Glean, or whoever owns the Gong for Dynamics solution, which Microsoft Dynamics forms get the flow fields.

Note:

In Salesforce, the flow status is a picklist. Gong adds new status values to it as inactive. Activate the new values on the Lead, Contact, Task, and Event objects. Until you do, those statuses do not show on records. Learn more about flow statuses in your CRM.

Frequently asked questions