Prepare contacts for engagement
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Prepare contacts for engagement

  • PDF

Article summary

Note

Working with Gong Engage requires an Engage seat.

Who's this for? Reps

Where to go? Sidebar > Engage > People

Here are some ways you can use Engage to find the right people to reach out to, ensure you have the right contact details you need to engage with them, and update CRM information from directly within Gong.

Explore the People page

In People, you can view, manage, and reach out to all your contacts and leads directly from Gong. This page contains all contacts and leads your company works with. At the top, you can toggle between contacts and leads, and search for people based on their name, title, or company. Hover over someone's name to see details such as email address, phone number, and more.

By default, when you land on the People page, the Lead assignee or Account assignee filter is already filtered to You. When looking at contacts, the Account assignee filter shows contacts under accounts the team member is assigned to.  When looking at leads, the Lead assignee filter shows leads the team member is assigned to. To show all contacts and leads, remove the filter. You can also adjust the filter to see people assigned to another team member or members.

To bring back the Lead assignee or Account assignee filter, click Add filter and select Lead assignee or Account assignee, and then select the person whose contacts or leads you want to see. If you want to see only your contacts or leads, select You as the field value.

Sorting the list of people

Currently, contacts and leads are sorted by last updated/created by default, so you'll see the contacts and leads that were newly added to the CRM first.

Filter the list of people

With advanced filtering for all CRM field types, you can use filters to see only the people that match certain criteria. You can filter by any account CRM fields that are imported to Gong, including filtering by CRM campaign object. If you don't see the CRM field you need, reach out to your admin to import it.

Contacts can be filtered by both contact fields and account fields, while leads can only be filtered by lead fields. For reps engaging with leads originating from a campaign, you can filter by the CRM campaign object filter. If you don't see the CRM field you need, reach out to your admin to import it.

You can choose multiple fields to filter by. We'll keep them for you until you clear them, so that even if you leave this page, the filters you chose will still be there when you come back.

people_page_mult_filters.png

Filter contacts and leads by flow fields

If your company has set up Engage flow fields in your CRM, you can filter according to flow status fields. For example, filter by people actively in a flow, people not in a flow, people in a specific flow/step, and more.

To do this, click Add filter and search for a field, such as 'Current flow ID'. If you don't see flow status fields, talk to your admin.

For example, let's say you want to see leads that are not currently in flows. As long as your admin has set the 'Currently in Engage flow' field to be imported from your CRM, you can use this field to filter. Select Leads at the top left and then click Add filter and select Currently in Engage flow.

Hover over someone's name to get key information from anywhere in Engage

Get all the quick details you need about a prospect or customer by hovering over their name. See their address and local time, digital interactions, flow status, and contact them in a single click.

Sales_engage_people_tooltip.png

Save and share filters

By saving a set of filters, you can easily jump between different lists of people while you work. Copy the saved filter's URL to share it with a team member. Any lists you create are visible to all other team members. 

View and enrich details in person view

To view activity and update someone's contact details, hover over their name from anywhere within Engage and click "View contact" or "View lead" to display person view in a side panel.

From person view, you can:

  • View their LinkedIn Sales Navigator profile: Click on the compass icon to see their LinkedIn Sales Navigator profile directly in Gong.

  • Ask anything about the contact: Get answers based on the content in the last 80 calls and 10 emails with the contact.

  • See whether or not they're in your CRM: If they're not in your CRM, a message appears when hovering the cloud icon. Once added to a flow, the person will be added to your CRM automatically, and you can open their profile in your CRM directly by clicking on the cloud icon.

  • See their address and time zone: Knowing where someone is located not only helps break the ice, but it also helps you avoid calling during someone's non-working hours. Engage calculates and displays local time zone based on the person's address in your CRM.

      contact_view_address_time_zone.png

  • Quick call or email: While gathering information about someone, you can send an email or make a call right away.

  • See recent activity with the person: See whether you or your teammates have interacted with the person, including dialer calls. View all activity with the person by clicking Show all activity on the right.

  • Update contact information: As you get new information about people, you can edit, add, and remove phone numbers and email addresses to keep their contact information up to date. If you see numbers and emails that are in person view in Gong and are not pushed to your CRM, this may be because you've added more numbers and emails than your admin has defined in your company's settings. Additional phone numbers can also be added automatically from contacts' email signatures in emails that Gong ingests. 

    If you don't have permission to edit contact information and you think you should, talk to your admin.

    Gong understands what country a phone number in the CRM belongs to using the following logic:

    • If the number starts with +, we try to parse it and see if the result is a valid number.

    • If not, see if the contact has an address. If we know the country, try adding that country's prefix and see if the result is a valid number.

    • If not, try adding the US prefix and see if the result is a valid number.

    • If not, add + at the beginning, try to parse it and see if the result is a valid number.

    • If not, leave it as is.

  • Mark phone numbers and email addresses as valid/invalid: Next time you or your teammates want to reach out to this person, you'll know right away which is the best number or email address to use. To mark as valid/invalid, go to the Contact info section, hover over the number or email and click on the marker icon. This is not currently synced to your CRM

      2023-08-23_14-57-11.png

  • Mark someone as do not contact: Click Button____1_.png on the far right of the top section and select Mark as do not contact. Learn more about what happens when you mark someone as do not contact

      2023-08-23_15-00-51.png

  • Create and view notes about the person: In the Notes section, see notes your teammates have left about the contact or lead, or add and edit your own. Notes are not currently synced to your CRM

      contact-related_notes.png

  • See all to-dos related to them: See any to-dos related to a contact or lead, including to-dos owned by other reps, in the To-dos section. You can also mark to-dos as complete from here

  • View, update, and add/remove CRM fields: In the CRM section of person view, you can view and update the relevant CRM fields on the spot, without having to open your CRM. You can also add and remove fields depending on what you want to see. Make sure you're logged in to your CRM to view and edit CRM fields in Engage.

      2023-08-23_15-03-41.png

    Adding and removing CRM fields only affects what you see, not what your teammates see. If you add or remove fields for a contact, that new list of fields will be shown for other contacts as well. If you work with leads and you add or remove fields for a lead, the new list of fields will be shown for other leads.

    If the CRM section is in read-only mode, you don't have the necessary permissions to update CRM fields. If you think you should, contact your admin.


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