---
title: "Five9"
slug: "five9"
updated: 2026-02-09T14:08:56Z
published: 2026-02-09T14:08:56Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Five9

> **Who can use this**: Tech admin
> 
> **Available on**: Any Gong plan

> **Where to go:**Admin center > Settings > Data capture > Telephony systems

The Five9 integration works by utilizing Five9's export calls feature so that your calls are displayed in Gong. You set up the integration by generating credentials in Gong and entering them in Five9 to grant access to your Gong file system (where exported calls are stored).

## **Prerequisites**

- Enable **Advanced Recording** in your Five9 settings so that you can connect to Gong.
- To capture the best possible sound quality on calls imported to Gong, ask your Five9 CSM to enable stereo call recording.

## **Set up the integration**

1. In **Gong**, click **Admin center > Settings** > **Data capture** > **Telephony systems**.
2. Click **+ Add telephony system**.
3. Select **Five9**.
4. Click **CREATE CREDENTIALS** to generate sign-in credentials for the FTP folder.
5. Click **Show password** to see the password.

> [!NOTE]
> Note:
> 
> You can only see the password once.
6. Click **CLOSE**.
7. Log in to Five9.
8. In Five9, configure the system to export files to your customized SFTP server, (found in the Five9 settings page) using the credentials generated in Gong.

> [!NOTE]
> Note:
> 
> The integration will still work if your files are configured to be exported to the generic Gong SFTP server. New customers must use their customized server address.
  - Ensure the campaign folder is under the root or **Recordings** folder.
  - Ensure the call file is named in the following format:

`/.../<month>_<day>_<year>/<prospectPhoneNumber> by <userEmail> @ <hour>_<minute>_<second> <AM/PM> [ as <disposition>].<fileType>`

For example,

**/Sales Direct Domain/12_7_2019/5169716789 by user@email @ 9_33_04 AM.wav**.

If you need to customize the path, contact Gong support.

To disconnect the Five9 integration with Gong, click **Disconnect**.

## Supported dialer features

This table lists how different features are supported. See [Supported dialer features](/v1/docs/supported-features) for more details of each feature.

| Feature | Description | Supported |
| --- | --- | --- |
| Additional call types | In addition to regular calls, imports: - Short calls (under 30 seconds) - Call attempts - Non-recorded calls | No |
| Call disposition | Imports the call outcome | Yes |
| Purpose | Imports the call purpose | No |
| Call direction | Indicates whether the call is inbound or outbound | Yes |
| Import past calls | When setting up the integration, automatically imports the last 90 days of calls. If you add or change a user, Gong only imports calls made in the previous 30 days. | 30 days of calls are imported when a new user is connected |
| Voicemail | Imports voicemail messages as a recording | Yes |
| User matching | The field in the call used to match the Gong user to the dialer user | Email address (default) First + Last Name (customization) |
| Speaker experience | Indicates if the call is recorded using stereo or mono | Mono (default) Can enable stereo |
| Must be connected through a CRM | Some systems must be connected through a CRM in order to make a call | No |

A team member who manages and configures the Gong platform and handles CRM integrations, user provisioning, permissions, and system settings. [Find my Tech admin](/v1/docs/find-your-technical-or-business-admin).

Access to this feature depends on your [assigned seat](/v1/docs/plans-and-seats).