Tech admin, Business admin, Sales manager, Manager of managers
Gong Engage*
How Gong handles email domains
Company-wide email import (Google Workspace integration)
When a company integrates Google Workspace using a company-wide access model for importing emails, all emails are imported from a single domain. However, sending emails—which requires write permissions—is always authenticated per user. We do not support company-wide write permissions.
This means that while emails may be imported from domain X, an individual user could still send emails from domain Y. However, if a user sends emails from a different domain than the one used for email import, replies may not be properly ingested, leading to the system failing to detect responses and import emails, and flows not pausing correctly when a reply is received. To prevent these issues, it’s recommended to ensure the sending domain matches the domain used for email import.
Learn how to connect company-wide.
User-specific email connection
If the company requires users to authenticate their email accounts individually for both reading and sending emails, each user can configure their own email domain.
Example:
Learn how to connect user-by-user.
Not supported: multi-domain sending for individual users
Each user can only send emails from a single domain. For example, a user cannot send some emails from @acme.com and others from @acme2.com.
How to set up email domains according to best practices
My company's domain has been marked as spam
If one of your company's domains is marked as spam, the emails reps send from Engage won't reach their recipients anymore.
What the admin should do: Once you've set up multiple domains for your company, you can assign additional email addresses to your team members using a different domain. From the sidebar, go to Company settings > under People, select Team members > Select a team member and add email addresses under Additional email addresses.
What reps should do: Any reps using the email domain that got flagged as spam should switch to an alternate email address assigned by the admin. Click on your username > My Profile. Here, under Additional email addresses, the rep can see which alternative email addresses have been set up for them. To connect to one of those email addresses (with the relevant domain) so they can start sending emails from it via Gong, they should click their username, then go to My Settings, and in the Emails section, click Connect or Reconnect. Only one email address can be connected and used at any given time by a rep, so by selecting a different email address, the rep loses all connection to the previous one. Once connected, they can continue to use Engage, and Engage will now operate from their newly connected email address.
I want to mitigate the potential risks that come with getting marked as spam
With some departments sending out particularly high volumes of emails, getting marked as spam can damage the domain reputation for the entire company.
What the admin should do: Set up multiple domains for your company by contacting Gong support, so that each department can use a different email domain. Assign additional email addresses to team members from each department using alternative domains. From the sidebar, go to Company settings > under People, select Team members > Select a team member and add email addresses under Additional email addresses.
What reps should do: Click on your username > My Profile. Here, under Additional email addresses, the rep can see which alternative email addresses have been set up for them. To connect to one of those email addresses (with the relevant domain) so they can start sending emails from it via Gong, they should click on their username, then go to My Settings, and in the Emails section, click Connect or Reconnect. Only one email address can be connected and used at any given time by a rep, so by selecting a different email address, the rep loses all connection to the previous one. Once connected, they can continue to use Engage, and Engage will now operate from their newly connected email address.
I want different divisions to use different email domains for branding purposes
Although this can be unrelated to spam issues, it might still be relevant for different areas of a company that are branded differently, such as different geographical areas or different divisions.
What the admin should do: Set up domains for each division by contacting Gong support. Assign additional email addresses to team members from each division using alternative domains. From the sidebar, go to Company settings > under People, select Team members > Select a team member and add email addresses under Additional email addresses.
What reps should do: Click on your username > My Profile. Here, under Additional email addresses, the rep can see which alternative email addresses have been set up for them. To connect to one of those email addresses (with the relevant domain) so they can start sending emails from it via Gong, they should click on their username, then go to My Settings, and in the Emails section, click Connect or Reconnect. Only one email address can be connected and used at any given time by a rep, so by selecting a different email address, the rep loses all connection to the previous one. Once connected, they can continue to use Engage, and Engage will now operate from their newly connected email address.
*The features available to you depend on your company’s plan and your assigned seats.