Missing Gong data

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Admin center > Settings > CRM

Newly configured data is typically exported to your CRM within 30 minutes of the activity occurring. Updates to existing activities, such as the addition of tracker data or updated meeting invite details, may take longer.

Use the sections below to troubleshoot Gong data that is missing from your CRM.

Calls

Calls are exported to Salesforce tasks or events depending on your configuration. In addition, if you installed the Gong for Salesforce app, calls are exported to Conversation objects. If tasks aren’t generated for calls, check:

• You have selected to export Meeting invites, Conference calls and Telephony system calls in the CRM configuration page

  

• If you installed Gong for Salesforce, ensure that you have selected to export call data, and which calls to export for each workspace
  

Meeting invites

If tasks or events aren’t generated for meeting invites, check the meeting includes at least one external participant who is also a contact or lead in the CRM.

Emails

Emails are exported to a Salesforce task or event depending on your configuration. If tasks aren’t generated for emails check:

• The email exists in Gong. If the email isn’t in Gong, contact Gong support and include the EML file.

• The correct workspaces are checked for export.

• The team member is selected to export emails from the workspace they sent the email from.

• New team members have been added to each workspace manually. Adding a new team member either manually or with automatic provisioning doesn’t control email export.

• When the team member was configured to export emails from the workspace. Only emails sent after this date are exported. To export existing emails, contact Gong support.

Example

With this configuration:

• Emails from 150 team members in Workspace1 will be exported to the CRM

• No emails will be exported from Workspace2 as no team members are configured for this workspace

• No emails will be exported from Workspace3 as the workspace isn’t checked for exporting to the CRM

To set which team members should export emails to the CRM:

1. In the CRM configuration page, scroll down to Gong captured emails.

2. Click the Edit button. On the left is a list of team members. On the right is the team members who are already configured for email export.

3. Ensure the team member is included in the list of team members whose emails are exported.

Make sure you have set:

• The workspaces you want emails to be exported for

• Whether you want all emails or only emails written in Gong

• The team members you want emails exported for.

For more details see, Create Salesforce tasks for Gong activities or Sync emails to HubSpot.

Engage activities

If tasks aren’t being generated for Engage activities, check the export options for Engage activities are checked

Engage flow data

Engage flow data is added to relevant tasks, events, contacts, leads, accounts, and opportunities. If Engage flow data aren’t available in the task, check you have created the Engage custom flow fields in your CRM.

Keyword tracker data

Keyword trackers are added to tasks, events, and the Conversation object. If keyword trackers aren’t available in the CRM, check the tracker is configured to appear in the CRM call object.

Team member settings

Make sure team members are set so that their activities (emails, calls) are captured by Gong. This is either done when setting up provisioning, or setting individual team members data capture settings.

Troubleshooting tasks

Use the sections below to troubleshoot issues with tasks.

Task status for meeting invites

Meeting invites exported as tasks with a status of In Progress. Once the meeting has taken place the status is updated as follows:

• If recorded: Completed

• If not recorded: In Progress

• If canceled: Task title updates to Meeting Canceled, and the status remains In Progress

• If deleted: Task is removed from Salesforce.

Multiple tasks for single activity

The CRM configuration settings allow you to choose between generating multiple tasks for each Gong activity, or one single task.

For the Several tasks options, Gong generates a separate task/event for each of the associated contacts, accounts, opportunities, or leads.

To generate one task per activity, select the One task option. For more details, see Creating one task per activity.

Activities not updating

Gong only updates existing activities for a set amount of time, for example, 1 month after the activity took place. You can change the period of time activities are updated for.

If your settings are configured correctly and data is still missing from your CRM, contact Gong support.