Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep, Sales manager
Review every email you have sent, scheduled or drafted from Gong on the Messages page. Check each email's status, deal with the ones that didn't arrive, and send, reschedule, cancel or delete an email from the same place. Before you start, make sure you've connected your email account, so your emails are imported into Gong.
Note:
Messages shows only your own emails, not your teammates'.
Find your emails
Messages opens on the Delivered tab. Use the tabs and filters to narrow the list to the emails you're looking for.
To find your emails:
From the left sidebar, click Engagement, and select Messages.
Click the tab for the emails you want to see:
Delivered: Emails that reached the recipient's mail server. Hover over the blue lightning icon next to an email to see its opens and link clicks.
Drafts: Emails you've written but haven't sent. Each time you click Write email in Engage, a draft is created for you.
Scheduled: Emails waiting to send, including any that Gong has held back.
Failed: Emails that didn't arrive, whether Gong couldn't send them or the recipient's mail server rejected them.
All: Every email, whatever happened to it.
(Optional) Click + Add filter to narrow the list further. You can filter by Account, Delivered date, Email creation date, Email status, Recipient and Scheduled date. If you filter by status, Gong takes you to the tab for that status.
Click an email to open it in a panel on the right, with the recipients, the date it was sent, the message itself, and anything earlier in the thread quoted underneath.
Tip:
Hover over a status label to see more. It shows when an email was delivered or is set to go out, when a draft was created and last changed, or why an email failed and what you can do about it.
Note:
The tabs are filters. If the list looks emptier than you expect, a filter you set earlier may still be on. Click Clear all to remove it. The page also doesn't refresh on its own, so refresh it to see an email you just sent.
Note:
Auto email steps don't appear in the Scheduled tab. To see scheduled auto emails, open the contact's panel from anywhere in Engage and go to its To-dos tab.
Understand email statuses
Gong uses six statuses, and you can filter on any of them even though only some have a tab of their own.
Delivered: The email reached the recipient's mail server.
Draft: You've written the email but haven't sent it.
Scheduled: The email is waiting for the time you chose.
Pending: Gong has delayed the email, and there's nothing for you to do. It sits in the Scheduled tab. Learn more about email sending limits.
Failed: Gong couldn't send the email. This is the one you can usually do something about.
Bounced: Gong sent the email and the recipient's mail server rejected it. It appears in the Failed tab. You can send it again once you've fixed the cause, which is often the address itself. Learn more about troubleshooting email sending.
Send a failed email again
An email fails when Gong couldn't get it out, usually because a placeholder had nothing to fill in, your email account was disconnected, or your provider rejected the send. Fix whatever caused it first, then send it again from the row itself.
Note:
Check the contact's activity before you send again, so you don't send a second copy of an email that actually arrived.
To send a failed email again:
From the left sidebar, click Engagement, and select Messages.
Click the Failed tab, and find the email. Hover over its status label to see why it failed.
Click the More actions icon on the row, and select Send now, or Schedule send to send it at a particular time instead.
Change or cancel a scheduled email
A scheduled email can be sent early, moved to a different time, or stopped altogether, and all three are on the row rather than in the composer. Learn more about scheduling emails.
To change a scheduled email:
From the left sidebar, click Engagement, and select Messages.
Click the Scheduled tab, and find the email.
Click the More actions icon on the row, and select what you want to do:
Send now: Send the email straight away.
Reschedule send: Pick a different time.
Cancel send: Stop the email from going out.
Note:
A Pending email has no actions available, because Gong is already holding it and will send it itself.
Delete an email
Where you delete an email decides what actually goes. Deleting from Messages removes the record there and leaves the email in the contact's activity, along with any CRM task. Deleting from the activity itself, or from Gong Anywhere, removes the activity and any Salesforce task with it.
Important:
Flow emails, both auto email steps and flow steps you scheduled yourself, can't be deleted from Messages.
To delete an email from Messages:
From the left sidebar, click Engagement, and select Messages.
Find the email you want to remove.
Click the More actions icon on the row, and select Delete.
Frequently asked questions
What's the difference between Failed and Bounced?
Failed means the email never left Gong, so fixing the problem and sending again usually works. Bounced means it left and the recipient's mail server rejected it, so the address or that server is usually the problem and needs fixing first. Both appear in the Failed tab, and the status on the row tells you which you're looking at.
What can I do to an email in the list?
What you can do depends on the email's status:
Delivered: You can delete the record.
Draft: You can send, schedule or delete it.
Pending: Nothing, because Gong is already holding it and will send it itself.
Can I see team members' emails in Messages?
No. Messages shows only your own emails. To see a team member's email activity, check the contact or the account, if your permissions allow it.