Salesforce Lightning

Who can use this: Tech admin

Available on: Any Gong plan

The Salesforce Lightning telephony integration imports calls into Gong from VoiceCall records in Salesforce. Using your existing Salesforce integration, Gong reads new and updated VoiceCall records and associated recordings during each sync cycle, then creates calls in Gong automatically.

Before you begin

Before starting, make sure you have:

• Set up the Salesforce integration with Gong. The Salesforce integration user must:

  • Have API access

  • Have permission to read the VoiceCall object

• Set up your telephony provider in Salesforce. The provider must:

  • Log completed calls as VoiceCall records

  • Include a reference to the call recording

• Enable call recording in the telephony provider for the relevant users or queues

• Confirm that completed calls and recordings already appear in Salesforce as VoiceCall records

Connect Salesforce Lightening

Once your Salesforce integration and telephony provider are ready, connect Salesforce Lightning in Gong to import VoiceCall records and call recordings.

To set up the integration:

1. In Gong, from the left sidebar, click Admin center.

2. In the Settings tab, click Telephony systems under Data capture.

3. Click + Telephony System and select Salesforce Lightning.

4. Click CONNECT.

Note:

To capture the best possible sound quality on calls imported to Gong, ask your Salesforce Lightning CSM to enable stereo call recording.

Frequently asked questions