Receive inbound calls from prospects

Who can use this: Any team member

Available on: Gong Engage

Ideal for: Sales rep, Sales manager

Receive calls from prospects and customers in Gong when they call back a business number you dialed from. Set up a personal forwarding number so calls reach you on your phone, or answer directly in the browser when Gong is open.

Set up a personal forwarding number

A personal forwarding number lets inbound calls ring on your phone even when Gong is not open. Without one, Gong uses your company forwarding number if your admin set one. If there is no forwarding number at all, inbound calls only ring in the browser, and only while you are active in Gong.

To set up a forwarding number:

1. In the top toolbar, click your initials, and select My settings.

2. In the Gong Connect section, click Verify your personal number.

3. In Personal number, enter your number and click Call me to verify it.

Enable call notifications

Turn on notifications so you don't miss inbound calls from prospects and customers.

To make sure you receive call notifications, check each of the following:

• Notifications are enabled in your browser settings.

• Browser notifications are enabled in your operating system. On a Mac or iOS device, Google Chrome Helper (Alerts) is also enabled.

• Do Not Disturb mode is not active on your computer.

How inbound calls are routed

When a prospect calls back a Gong business number, Gong decides who receives the call based on the number that was called:

• A number assigned to a rep: The call goes directly to that rep.

• A number shared by the team: The call goes to the rep who last dialed that contact from that number.

Where the call rings for that person depends on their forwarding numbers:

• Personal forwarding number set: The call rings in your browser and on your personal forwarding number at the same time. If Gong is not open or active, it rings on your personal forwarding number only.

• No personal forwarding number, but a company forwarding number is set: The call goes to the company forwarding number.

• No forwarding number at all: The call rings in your browser, but only while you are active in Gong.

Note:

For browser ring, Gong must be open somewhere in your browser. It can be minimized. Disable Do Not Disturb mode to allow browser notifications.

Answer an inbound call

When a call comes in, answer it on your forwarding number or in your browser, whichever rings.

If the caller's number is already assigned to a contact or lead, you see that person's details. If it isn't, you see just the number. Notifications appear on your desktop and within your Gong browser tab, and you also receive notifications for missed calls.

If your company's settings allow, you can record these calls and log the outcomes through the Gong Dialer, just like outbound calls. The recording settings your admin has set apply to both outbound and inbound calls. If an unknown number calls, you can assign the number to an existing contact or lead while you log the call.

Inbound call data is included in the metrics on the Performance tab of Engage Analytics.

Inbound voicemails

When you miss an inbound call, the caller hears a standard message and can leave a voicemail. The voicemail appears in Gong as an inbound call. The person from your company who most recently called that customer or prospect gets an email notification from do-not-reply@gong.io with:

• Details of the missed call

• A link to listen to the voicemail

• A shortcut to open the contact or lead in Engage

Note:

If the rep who missed the call calls back within five minutes, Gong does not send a missed-call notification.

Tip:

Looking to receive calls on your phone through the Gong mobile app? Learn more about capturing mobile calls with Gong Connect.

Frequently asked questions