Who can use this: Tech admin, Business admin
Available on: Gong Engage
In this article, learn about how Engage models activity data in your CRM. To make sure Engage data is exported to your CRM correctly:
Complete the Engage setup steps, including selecting which data you want to export to your CRM and setting up an integration user in your CRM. Make sure they have the necessary permissions to the CRM objects that contain Engage data. See Salesforce fields the integration user needs access to
Set up custom flow fields. The flow fields will not be applied retroactively to any flow-related activity that took place before the flow fields were set up in your CRM
Note:
If you change the flow field values or the person’s status in Salesforce, the new values are not synced to Gong.
Engage activities, which can be executed as one-offs or as steps in a flow, are exported to your CRM. These activities can include emails, calls, LinkedIn connection requests and messages, and tasks. Activities that are not executed as a part of a step in a flow are exported with standard fields, while activities that are executed as part of a step in a flow are exported with both standard fields and flow fields.
Open to-dos are not exported to the CRM, they’re only exported when marked as complete either manually or automatically depending on the to-do type.
This table describes how Engage to-do activities are exported to your CRM:
To-do type | Exported when | Record subject | Status | Type |
|---|---|---|---|---|
Email is sent via the Gong email composer automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce | [Gong <email direction>] <email subject> | Completed | Salesforce: Email or Other depending on your settings HubSpot: Email MS Dynamics: Email | |
Calls - including short calls, attempted calls and calls not recorded | Call is made via the Gong Connect app, automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce | [Gong <call direction>]: <call title> - <call result> | Completed | Salesforce: Call HubSpot: Call MS Dynamics: Phone call |
Task | Task is manually marked as complete | [Gong] Engage task - <activity title> with <contact name> from <account name> | Completed | Salesforce: To-do or Other depending on your settings HubSpot: Task MS Dynamics: Task |
LinkedIn connection request | LinkedIn connection is manually marked as complete | [Gong] LinkedIn connect - <activity title> with <contact name> from <account name> | Completed | Salesforce: LinkedIn Message or Other depending on your settings HubSpot: Task MS Dynamics: Task |
LinkedIn message | LinkedIn message is manually marked as complete | [Gong] LinkedIn message with <contact name> from <account name> | Completed | Salesforce: LinkedIn Message or Other depending on your settings HubSpot: Task MS Dynamics: Task |
Create reports using Engage data
The following table includes the information you need when building reports in Salesforce using Engage activity data.
Field | Telephony call | Web conference | Meeting | |
|---|---|---|---|---|
Subject | The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics | The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics |
| The email subject, includes details whether the email was outbound or inbound |
Type (Salesforce only) | Call | Call | Meeting | Empty |
Task Subtype | Task | Task | N/A | |
Call Outcome | The disposition (outcome) of the call as set by the call owner. Part of the metadata of a dialer call | N/A |
| N/A |
Status | Completed | Completed | N/A | Completed |
Related To | Opportunity | Opportunity | Opportunity | Opportunity |
Assigned To | Meeting owner | Meeting owner | Meeting owner | The Salesforce user associated with the Gong user |
Name | Contact/Lead Name | Contact/Lead Name | Contact/Lead Name | Contact/Lead Name |
Due Date | Date of the call | Date of the call | Date of the call | Date of the email |
Notes | Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call | Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call | Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call | Includes the following email details: The email 'from' and 'to' details, the time the email was sent, the body of the email, a link to the email activity in Gong |
Engage activities exported to your CRM
We don’t export to-dos, we export the activity and add the to-do information.
Dialer calls
Calls made via Engage (with the Gong dialer) are exported if you set calls to be exported to your CRM.
Emails
Emails generated with the Gong email composer are exported if you set emails to be exported to your CRM.
LinkedIn connection requests & messages
Gong exports the following to Salesforce:
Field | Value |
|---|---|
Subject | The message subject For example: ‘[Gong] LinkedIn message with Johnny Appleseed’ |
Status | Completed |
Due date | Date the to-do was marked as complete |
Assigned to | Person who completed the to-do |
Account/opportunity | Account |
Contact/lead | Contact or lead |
Gong exports the following to HubSpot:
Field | Value |
|---|---|
Subject (or message if there is no subject) | The message subject For example: ‘[Gong] LinkedIn message with Johnny Appleseed’ |
Date | Date the to-do was marked as complete |
Assigned to | Person who completed the to-do |
Associated account & opportunity | Account |
Associated contact | Contact |
Gong exports the following to MS Dynamics:
Field | Value |
|---|---|
Subject (or message if there is no subject) | The message subject For example: ‘[Gong] LinkedIn message with Johnny Appleseed’ |
Date | Date the to-do was marked as complete |
Assigned to | Person who completed the to-do |
Associated account & opportunity | Account |
Associated contact | Contact |
If the LinkedIn connection request or message is part of a step in a flow, flow fields will be exported in addition to the standard fields.
Engage tasks
For tasks that are part of a flow, Gong exports the following to Salesforce:
Field | Value |
|---|---|
Subject | Activity subject For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’ |
Status | Completed |
Due date | Date the to-do was marked as complete |
Assigned to | Person who completed the to-do |
Account/opportunity | Account |
Contact/lead | Contact or lead |
For tasks that are part of a flow, Gong exports the following to HubSpot:
Field | Value |
|---|---|
Subject (or message if there is no subject) | Activity subject For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’ |
Status | Completed |
Date | Date the to-do was marked as complete |
Assigned to | Person who completed the to-do |
Associated account & opportunity | Account |
Associated contact | Contact |
For tasks that are part of a flow, Gong exports the following to MS Dynamics:
Field | Value |
|---|---|
Activity subject For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’ | |
Date the to-do was marked as complete | |
Completed | |
The CRM entity associated with the task | |
The task owner in Gong |
Flow fields
If an Engage activity is part of a step in a flow, the flow details are exported if you have set up flow fields in your CRM.
If as part of a step in a flow, 5 call attempts are made to 1 person, 5 records will be created in your CRM together with the flow fields for the step.
Call dispositions
Salesforce: call disposition is added as “call result”, a standard field
HubSpot: call disposition is added as “outcome”, a standard field
Notes
Exporting notes to your CRM can be enabled by your admin. When enabled, every note written in Engage is attributed to the standard Note object and the contact/lead/account-associated notes in the CRM.
Notes are exported to each CRM as follows:
Salesforce: The owner of the note is the integration user, (the user that set up the Gong-Salesforce integration). The name of the Gong team member who wrote the note appears in the subject line.
HubSpot: Notes are added by the integration user (the user that set up the Gong-HubSpot integration) on behalf of the Gong team member who wrote the note. Therefore, the note appears as being owned by the Gong team member who wrote the note.
Display flow data in your CRM
Flow data is exported as follows:
Custom fields: Salesforce and HubSpot
Flow object: Salesforce and MS Dynamics
Custom fields
If any activity is part of a step in a flow, Gong exports flow details, such as the flow name and the step in the flow the activity is for, in addition to each activity’s standard fields. You must add these fields to Salesforce in order to view them.
One-off activities that are executed as a step in a flow, such as a call, email, or to-do, will be exported without the flow activity fields.
It’s important to set up these fields exactly as they’re written. If one of the fields is not set up correctly, the activity will still be exported to your CRM, but the data for that field won’t be available.
Flow fields exported to Salesforce:
Salesforce object | API name | Name in CRM |
|---|---|---|
Contact/lead | Gong__Current_Flow_ID__c | Current Flow ID |
Contact/lead | Gong__Current_Flow_Name__c | Current Flow Name |
Contact/lead | Gong__Current_Flow_Status__c | Current Flow Status |
Contact/lead | Gong__Current_Flow_Step_Number__c | Current Flow Step Number |
Contact/lead | Gong__Current_Flow_Step_Type__c | Current Flow Step Type |
Contact/lead | Gong__Current_Flow_Task_Due_Date__c | Current Flow Task Due Date |
Contact/lead | Gong__Current_Flow_User_Name__c | Current Flow User Name |
Contact/lead | Gong__Flow_Execution_ID__c | Flow Execution ID |
Contact/lead | Gong__Actively_Being_in_a_Flow__c | Actively Being in a Flow |
Contact/lead | Gong_Added_to_Flow_Date__c | Date Added to Engage Flow |
Contact/lead | Gong_Engage_Flow_Owner__c | Engage Flow Owner |
Task/event | Gong__Current_Flow_ID__c | Current Flow ID |
Task/event | Gong__Flow_Execution_ID__c | Flow Execution ID |
Task/event | Gong__Current_Flow_Name__c | Current Flow Name |
Task/event | Gong__Current_Flow_Step_Number__C | Current Flow Step Number |
Flow fields exported to HubSpot:
Object | API name | Name in CRM |
|---|---|---|
Contact | gong_current_flow_id__c | Current Flow ID |
Contact | gong_current_flow_name__c | Current Flow Name |
Contact | gong_current_flow_status__c | Current Flow Status |
Contact | gong_current_flow_step_number__c | Current Flow Step Number |
Contact | gong_current_flow_step_type__c | Current Flow Step Type |
Contact | gong_current_flow_task_due_date__c | Current Flow Task Due Date |
Contact | gong_current_flow_user_name__c | Current Flow User Name |
Contact | gong_flow_execution_id__c | Flow Execution ID |
Contact | gong_actively_being_in_a_flow__c | Actively Being in a Flow |
Contact | gong_added_to_flow_date__c | Date Added to Engage Flow |
Contact | gong_engage_flow_owner__c | Engage Flow Owner |
Possible values for the 'Current flow status' field
Each flow status field value comes with additional details to give you more context about the flow history of the contact or lead. Once you’ve set up custom flow fields, which can be done manually or automatically via our managed app, you’ll have these values in your CRM. Learn more about possible values for the ‘Current flow status’ field.
Flow object
If you have installed Gong for Dynamics or Gong for Salesforce version 3 or above, the Flow object is automatically added to Salesforce custom objects. Add the Flow object to your contact and lead page layout to see which flows each contact and lead is in. This enables viewing all Flows the contact/lead has been added to.
See Salesforce Engage flow object or Dynamics Engage flow object for the fields included in the Flow object.
Associating Engage activity with contacts and leads in your CRM
Let’s say a rep reaches out to someone via LinkedIn, but that person writes back to the rep from their email address or calls from a mobile number. If that email address or phone number isn’t already in your CRM, the activity won’t be associated with that person’s contact record. If the email address or phone number is in the CRM under that contact, we’ll connect the activity to the contact.
If the rep updates the contact information with that email address or phone number, either from Gong or the CRM, the activity will retroactively be associated with that contact and flow. The activity will also be counted as a reply for that flow.
API consumption for exporting emails to your CRM
For details of how long it takes to export data to the CRM, see Gong-CRM data sync times. A single API call is consumed each time emails are exported to Salesforce.