Manage customer and prospect outreach with Engage

All team members

Gong Engage*

Gong Engage helps you manage prospecting activities, and track engagement with leads and accounts. It streamlines your sales process by organizing contacts, automating follow-ups, and providing insights that support more effective outreach.  

Engage centralizes all communication, from one-off emails to complex multi-step outreach flows. Templates and AI assistance help you send consistent, personalized messaging, while automated workflows keep prospects moving through your pipeline.

This quick start guide shows you how to navigate Engage, send effective emails, prepare contacts for outreach, and manage your daily sales activities.

Navigate Engage

Open Engage from your Gong sidebar to access all tools for prospect and customer outreach. The sidebar includes quick links to the main pages you’ll use to manage your daily sales activities.

Below is a closer look at the core Engage pages, and the key actions available on each.  

To-dos

Your To-dos list shows tasks with a description, assignee, due date, and required action. This helps you stay on top of follow-ups and ensures nothing gets missed.

Types of to-dos

One-off to-dos:  These are individual tasks you create for yourself. These can be email, call, or task types and can be linked to contacts, leads, accounts, or deals.

Flow to-dos: These are automatically generated by flow steps and appear when an outreach step requires your action.

Completing your to-do’s

Here are some ways to manage your to-dos efficiently:

1. Sort your to-do list: By default, your list shows overdue and today’s to-dos sorted by recent engagement, so you can prioritize active prospects. You can also sort by flow name, step number, or other fields.

2. Bulk actions: Save time by selecting multiple to-dos to:

   • Start a queue of tasks

   • Update due dates

   • Mark items as complete

   • Dismiss or skip

   • Click to Remove from flow or Pause flow

3. Filtering: Filter to-do’s by due date, flow name, type, linked to accounts or deals, and CRM fields.

4. Work sequentially: Click the first to-do and use Next to move through them one after another.

Create a one-off to-do

Any Gong user with an Engage seat can create a one-off to-do. Here’s how:

1. Click Add a to-do.

2. You’re set as the default assignee, though you can switch it if needed.

3. Select the type: Email, call, or task.

4. Choose the contact or lead (required for email/call types, optional for tasks).

5. (Optional) Link a related deal.

6. Add a Title and a Due date.

7. Click Save.

   

Accounts

Accounts is where you view information about accounts you’re working on, including contacts, activity, to-dos, and more. Click any account from the left panel to open up its details.

People

In People, you can view, manage, and contact all CRM leads and contacts, to prepare them for engagement.

• Use the toggle to switch between Contacts and Leads.

• Search by name, title, or company.

• Use advanced filters for CRM fields or flow status. Filter by account assignee to view only your contacts.

• Hover over a name to see details like email and phone number.

Pipeline

Pipeline is where you qualify and advance opportunities you own in your CRM.  Click a deal to see its overview, activity, contacts, and CRM updates.

Flows

A flow is a sequence of steps that automates outreach with contacts and leads. Steps can include manual or automated emails, calls, LinkedIn actions, and tasks.

Add a contact or lead to a flow

A contact is added manually or via automation, which is set up by admin.

When a contact enters a flow, the assignee receives a to-do to complete the next step.

Use an existing flow

Any Engage user can add a contact to an existing flow.

From Accounts or People:

1. Click Add to flow next to a contact.

2. Hover over chosen flow and click Flow options.

3. Set the start step (if not beginning from step 1).

4. Add a delay before the first step, if needed.

5. There will already be an assignee, but you can update if you have the required permissions.

6. (Optional) Link to a specific deal.

7. Click Save.

Bulk actions: Select multiple contacts and use Add to flow from the bulk actions menu.

Create a personal flow

If you have flow creation permissions, you can create a personal flow.

1. Go to Engage > Flows

2. Click New and select + New flow.

3. Name your flow and choose a personal or company folder to add it to.

4. Click Create.

5. Add steps by clicking Add step, choosing from:

   1. Manual email

   2. Auto email

   3. Call

   4. LinkedIn connect

   5. LinkedIn message

   6. Task: Any other action items

   

6. Add the text for your email, call script or task description. Select from Templates, Blocks or AI Generate an email to help you.  

7. Add delays between steps using Delay from flow start.

8. Click Save.

Once the flow is saved, you can add a contact to it using the steps above.

Templates

Templates are pre-written emails that help you save time, standardize communication, and ensure consistency.

Access templates at the top of the email composer by clicking Templates.

These include:

• Personal templates

• Company templates

• Influencer templates (Frequently used)

Use the search bar to find specific template quickly.

Note:

When using templates via the Chrome Extension, ensure recipient variables match the entity you’re contacting. Variables auto-fill fields such as name, company, title of when the message is sent.

Create a personal template

Creating a personal template requires template creation permissions.

1. Go to Engage > Templates.

2. Click + New template.

3. Write your content including variables for personalization.

4. Save and organize into a folder.

Inspiration

Click Inspiration to view recent emails from teammates in similar contexts for messaging ideas.

Send a one-off email using the composer

You can compose an email from several locations:

• One-off to-do: Click Write email on any email-related task.

  

• Hover over a contact: Click .

  

• Person view: Click on a person’s name to open a side panel with their details. Click .

• Account page: Click and select Write email.

  

*The features available to you depend on your company’s plan and your assigned seats.