Who can use this: All team members Available on: Gong Engage
Can I make international calls?
Yes, with some exceptions. You can make calls to most countries, but Gong recommends provisioning a local number in the regions where your team operates to improve answer rates. Getting numbers for countries outside the US and Canada requires contacting Gong Support and may require regulatory documentation.
Calls to India and China cannot be made through Gong Engage. Indian phone numbers (+91) and Chinese phone numbers (+86) cannot be provisioned or used as personal forwarding numbers. Twilio also blocks certain numbers to prevent toll fraud.
Will my company be charged for international calls?
No. When a rep dials out of Engage or the mobile app, the call is relayed through Gong/Twilio and your company is not charged for the call. However, if a prospect calls back a US number and the call is forwarded to a rep's personal number in another country, the rep's personal mobile carrier may charge international rates for the forwarded leg of the call.
Can I port my existing phone numbers to the Gong Dialer?
Number porting is not available as a self-serve option. It can be arranged through professional services via a custom statement of work. Contact your CSM for assistance.
Does the Gong Dialer support voicemail drop?
Pre-recorded voicemail drop is not currently supported.
I left a voicemail, but the call was logged as dropped. Why?
If a voicemail message is longer than 60 seconds, the call is terminated and logged as dropped.
Can the Gong Dialer receive inbound calls?
Yes. Inbound calls are routed to the rep's web browser and, if a forwarding number has been set, to their personal or company forwarding number.
For example: if a contact calls back a business number that is available to all users, the call is routed to the last rep who dialed that contact from that number, if that rep has set a personal forwarding number. If no personal forwarding number is set, the call goes to the company forwarding number. If neither is set, Gong attempts to route the call to the rep's browser, but only if they are active in Gong at the time.
Does the Gong Dialer localize the caller's number automatically?
Not automatically. The rep can manually select the number to call from, as long as that number is available to them. Once your admin enables local dialing, reps can select Local number and Gong chooses the best available matching number.
Can I import calls from another dialer?
Yes. Gong can capture calls from other supported dialers through the Telephony Systems page. Your tech admin can configure this in Company Settings. Note that calls imported from other dialers will not appear as part of flow steps or Engage reporting.
Does the Gong Dialer support power dialing?
The Gong Dialer itself does not include a built-in power dialer. However, if your company uses a power dialer integration such as Nooks or Orum, you can use it alongside Gong to load call tasks from Engage and automatically log call outcomes back to Gong and your CRM.
Are all calls automatically recorded?
No. Calls within the US and Canada are not automatically recorded by default. Your admin sets the recording method for your company and can configure different methods per country or area code. Reps can always pause or stop a recording during a call.