Offboard a team member from Engage

Who can use this: Tech admin

Available on: Gong Engage

When a team member leaves your company, moves to a different role, or loses their Engage seat, their personal flows, templates, and blocks don't carry over to the rest of the team. In addition, open flow to-dos stay with them, not with the contacts they were working with. Completing these steps before deactivating their account helps make sure nothing gets lost and no contact falls through the cracks.

Note:

If you have already deactivated the team member, temporarily reactivate their account, complete these steps, then deactivate them again.

Before you begin

• Personal assets: Personal flows, templates, blocks, are only visible to the team member who created them. If any are actively used or relied on by the team, plan to preserve them before deactivation. Check with the team member who's leaving or their manager if you're unsure what's worth keeping.

• Permissions: Non-managers need the Assign flows and to-dos to others permission to reassign flow to-dos. Managers can reassign without it. See Available permission settings for details.

• Timing: Reassignment is easier while the team member is still active. You'll still have full visibility into their assets and can confirm what needs moving. Check whether they have contacts in flows before you start.

Offboard the team member

Complete these steps in order. Deactivating the team member before finishing the earlier steps can mean lost assets, contacts with no one to follow up on them, and failed outreach. When a seat is deactivated, active flows are paused and scheduled auto-emails fail because they require an active seat and authenticated email connection.

Step 1: Review and preserve important personal assets

Personal assets such as flows, templates, blocks are only visible to the team member who created them, and they're permanently deleted when their account is deactivated. As an admin, you can see all personal assets shared by any team member. Review what the team member who's leaving has built and duplicate anything worth keeping before it's gone.

To review and duplicate personal assets (flows, templates or blocks):

1. From the left sidebar, click Assets, and select one of the following:

   • Flows

   • Content templates

   • Content blocks

2. Open the Shared with you section. As an admin, you can see flows, templates and blocks shared by any team member here, including personal ones from the team member who's leaving.

3. For each flow, template or block worth keeping, duplicate it and choose where you want to save it:

   1. Hover over the relevant flow, block or template.

   2. Click the More actions icon and select Duplicate.

   3. Choose where to save the flow, template or block based on who you want to have access to it:

      • Company: Anyone in the organization can use the flow.

      • Personal: Duplicate to your own flows, then share with specific teammates.

   4. Click Duplicate.
      

4. Review the duplicated flow, template or block for field placeholders, email accounts, or personal references that need to be updated for the new owner.

Step 2: Reassign open flow to-dos

When a team member is deactivated, their open flow to-dos don't move to anyone else automatically, and the contacts or leads they were working with simply stop receiving outreach. Reassigning from the To-dos page transfers the flow instance and all future to-dos in one action, so nothing goes cold. Learn more about flow to-dos.

Note:

One-off to-dos and Gong-recommended to-dos cannot be reassigned. These will need to be closed or left to expire.

To reassign open flow to-dos:

1. From the left sidebar, click To-dos.

2. Use the filters at the top of the page to show only the to-dos belonging to the team member who's leaving.

3. Click the To-do assignee is filter and search for the team member who’s leaving.

   

4. At the top right, click the More actions icon , and select Reassign flow to-dos.
   

5. Choose how you want to reassign the open flow to-dos:

   • Reassign all of Team member's flow to-dos

   • Reassign only the flow to-dos matching the current filters: Check that the filters are correct.

6. Click New to-do assignee dropdown, and select the new assignee.

7. Click Reassign.

The flow instances and all future flow to-dos are transferred to the new assignee.

Note:

This process applies to contacts. Leads in flows need different handling. If the lead’s next step doesn’t appear on the To-dos page, note the step they’re on, remove them from the flow, then re-add them to the same flow, start them from the correct step, and assign the new owner.

Step 3: Reassign flows with scheduled emails

Some flow work needs to be handled separately during offboarding. Before you deactivate the team member, check for scheduled email-related work that isn’t covered by the Reassign flow to-dos, then transfer the related flows to the new owner.

To check for manually scheduled emails:

1. From the left sidebar, click Engagement, and select Messages.

2. Click the Scheduled tab to see all emails the team member who's leaving has queued to send.

Note:

Scheduled auto emails don’t appear on the Scheduled tab. If you know which flow they belong to, reassign the flow to transfer the upcoming auto emails to the new owner. If an auto email later fails to send, Gong converts it into a manual email instead of dropping it. To reduce unexpected manual email work during offboarding, reassign active flows before disconnecting the team member’s email account.

Once you’ve identified the email contacts whose flows need to be reassigned, you can reassign them from the People page.

To reassign a flow from the People page:

1. From the left sidebar, click Engagement, and select People.

2. Find the contact whose flow needs to be reassigned and click the status in the Flow status column.

   

3. In the Flows in progress section, find the flow you want to reassign and click the Manage flow icon .

4. Click the Assign owner dropdown, and select the new owner.

5. Click Save.

The flow and all its to-dos are transferred to the new assignee.

Step 4: Deactivate the team member

Once you've preserved their assets and reassigned their active flow work, remove their access to Engage.

To remove a team member's Engage seat:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Team members under People.
   

3. Search for and select the team member you want to offboard.

4. Click the More actions icon at the top right of the People panel that opens and select Disable team member.

The team member's Engage access is removed.

FAQs