FAQs: Flows

A flow will be paused if:

• A meeting is booked with the contact or lead in the flow. This is done automatically and a to-do is generated for the rep. The flow can be resumed manually if needed

• An email sent as part of the flow bounces. A to-do is generated for the rep to update the email address and resume the flow

• A contact or lead in the flow replies to an email within 14 days. This does not include automated replies.

• Manually paused by a team member

• The rep makes a call from within a flow and the recipient calls them back
  

A contact or lead will be removed from a flow (their flow will be stopped) if:

• They’re removed from the flow manually

• They’re marked as “do not contact”

  • If someone unsubscribes via an unsubscribe link, they can decide whether to unsubscribe from just the relevant flow or all flows they’re currently in. They’ll be marked as “do not contact” in Gong whether they unsubscribe from one flow or all of them. If you mark someone as “do not contact” manually, the person is automatically removed from all flows they’re currently in

• Their flow is paused for over 30 days

• The to-do for the last step in the flow is open for over 30 days (the to-do expires)

• The flow is deleted in Gong

• The contact or lead is deleted from your CRM

If the contact or lead has an email address that's marked as invalid before the email gets sent, we convert that auto email to a manual email that appears on the rep's To-dos page. The rep can then replace the email address and resend the email.

If an email bounces for any reason, we:

• Automatically mark the email address as invalid

• Automatically pause the person's flow

• Generate a to-do for the rep to replace the email address and send again

• Automatically save that new email address for the contact or lead to prevent the next email from bouncing

If your auto emails are still being sent to email addresses that are marked as invalid in Gong, contact support.

While you can send connection requests and messages via Gong, responses won't be reflected back to Gong.

Auto emails will only appear in your to-do list if they fail to send, in which case they become manual emails. Auto emails can fail to send if:

• There are missing variables

• The thread is missing

• The recipient email address is missing

• Your email account was disconnected

• Your email provider hit its rate limit. This means your provider temporarily blocked sending due to API rate limits. It can happen if you’ve sent too many emails, used too much bandwidth, or made too many requests at once. This is often temporary—try sending again later.

To find out why your auto email didn't send and send it manually, go to the To-dos page and hover over the to-do to.

One of the rules Gong provides automatically as part of every ruleset delays the next flow step when someone replies with an OOO email. The step will be delayed and the flow will remain paused until the return date, ensuring follow-ups resume only after the contact is expected to be back.

If you get an Out of Office response from someone in a flow but Gong can't detect a date of return, that person's flow will not be paused. The flow will continue as originally scheduled, even if the only replies are repeated automated OOO messages.

In general, it should take approximately 2-5 minutes for a contact to be available in Gong once it's added to your CRM.

It takes a few minutes between meeting automation criteria and getting added to the flow.

To ensure that your emails won't get marked as spam, your admin can set limits on how many emails you can send out of Engage. Both flow and non-flow emails count towards this limit. However, once you've hit the limit, you will only be prevented from sending flow emails. You can continue sending non-flow emails.

Once you've hit your email limit, the rest of the emails scheduled to send that day will be pushed to the next business day, and the next step in the flow will be snoozed by 1 business day as well.

Your admin can set limits on:

• How many emails a rep can send per day/per week

• How many emails your company can send per day

• How many emails your company can send to the same recipient per day

• How many emails your company can send to recipients within the same account per day

Learn more about Email sending limits in Engage. To find out what your company's limits are, talk to your admin.

Email draft body size can be up to 3 MB. Draft body size does not include attachments, but it does include in-line images and GIFs.

Total size of an email, including attachments, can be up to 20 MB.

The sender/to-do assignee is the person who adds the contact/lead to the flow. If flow automations are set up, the to-do assignee and sender can be specified by an automation.

Yes, you can export flow activity to your CRM, including dialer calls, emails, LinkedIn connection requests and messages, and custom flow tasks. If any activity is part of a step in a flow, Gong exports flow fields in addition to each activity’s standard fields. These fields need to be set up by an admin in your CRM, not in Gong.

Yes, you can get metrics on how your flows perform in Analytics.

Yes, you can bulk pause, add, remove people from flows from To-dos, People, and Accounts.

If a lead is in an active flow when they become a contact, they will stay in the same flow and step. Any notes that were associated with the lead will remain associated with the contact. Unlike notes, one-off to-dos that were associated with the lead will no longer be associated with the contact.

If someone unsubscribes via an unsubscribe link, they can decide whether to unsubscribe from just the relevant flow or all flows they’re currently in. They’ll be marked as “do not contact” in Gong whether they unsubscribe from one flow or all of them. If you mark someone as “do not contact” manually, the person is automatically removed from all flows they’re currently in.