Set up automated Engage flows

Who can use this: Any team member

Available on: Gong Engage

Required permissions:

• Create and manage flows.

• Manage automations.

Flow automations automatically add contacts and leads to flows when predefined conditions are met. Triggers can be based on CRM updates, scheduled dates, or AI Smart tracker detections.

Flows help teams engage prospects and customers at scale through coordinated outreach across channels such as email, phone, and LinkedIn. By automatically enrolling people into the appropriate flow, teams can reduce manual work and ensure timely, consistent engagement.

With flow automations, you can:

• Enroll contacts and leads in flows automatically.

• Start flows based on key dates and milestones.

• Trigger flows when AI Trackers detect specific topics in calls.

• Standardize sales engagement processes across teams.

Automated Engage flows use a When / If / Then structure. During setup, you'll define the trigger, any conditions, and the brief that should be delivered.

Before you begin

Flow automations can be applied to company flows, but not to personal flows. Before creating a flow automation, make sure the flow you want to use has already been created and is available as a company flow.

Example use cases

Flow automations provide a scalable way to automate flow enrollment.

Common use cases include:

• Starting onboarding flows when an opportunity is marked Closed Won.

• Triggering renewal flows before a renewal date.

• Adding contacts to follow-up flows when specific concepts are detected on calls.

• Starting account management flows when ownership changes.

Set up an automation rule for flows

Follow these steps to create an automation that adds contacts or leads to a flow.

Step 1: Add a new automation

Create the automation and give it a name that clearly identifies its purpose. This makes it easier to find and manage later, especially if you have multiple automations.

To add a new automation:

1. From the left sidebar, click Assets, and select Automations.

2. Click +Add automation.

   

3. Enter a name and description for the automation.

   

Step 2: Set up when the automation is triggered

Use When to define what event should trigger the automation. Triggers can be based on CRM activity, date-based conditions, or smart tracker detections.

To set the trigger:

1. Click Add trigger.

2. Choose the trigger type:

   • CRM entity. Select CRM entity triggers when you want the automation to run based on changes to CRM records:

     • Lead

     • Contact

     • Account

     • Opportunity

   • Smart tracker. Select a smart tracker when you want to start a flow based on concepts detected during calls. The automation uses the detection criteria configured in the selected smart tracker.

3. Select the event type (CRM entities only):

   1. is created

   2. is updated with

   3. is created or updated with

   4. current date is (Opportunity only)

   Note:

   For opportunities, you can trigger automations relative to a date field. For example, start a flow 20 days before a renewal date or 30 days after a contract is signed:

   • Specify the number of days before, after or day of the selected date.

   • Choose the Opportunity date field.

     

4. (Updated, or created/updated with only) Add With conditions by searching in the field selector.

   

(Optional) Step 3: Define conditions

Use If to define the conditions that must be met before contacts or leads are added to the flow. Conditions can use any imported CRM field associated with the selected trigger entity. For example, if the trigger is Contact, the available fields include imported CRM fields associated with contacts and accounts.

Note:

If no If conditions are defined, the automation rule will trigger for every Lead, Contact,  Account or Opportunity that meets the selected When trigger.

To define conditions:

1. Click +Add filter. You can use any CRM field supported by Gong’s automation framework, with operators based on field type (stage, number, date). Use either:

   1. Single condition.

   2. Condition group. Combine multiple conditions using and/or logic.

2. You can also define and or or logic between condition groups.

3. Select the field you want to evaluate.

4. Select the operator.

5. Enter or select the value.

6. Add additional conditions or condition groups if required.

Note:

The conditions can include all of the fields that are being imported from your CRM into Gong for that object. If you don't see the field you need, you can import the Salesforce field, import the HubSpot field, or import the Dynamics field.

Tip

When using Account or Opportunity triggers: User lookup fields can be used to target specific team members. For example, select Owner ID and choose one or more users from the list.

Step 4: Choose which flow is used

Use Then to define which flow contacts or leads are added to when the trigger occurs and all conditions are met.

To choose which flow is used:

1. Click Add action.

2. Select:

   1. Add contacts to flow

   2. Add leads to flow

3. Select the company flow followed by Apply.

   Note:

   Personal flows cannot be used with automations.

4. When the trigger is Lead or Contact: Select a field from the Assignee dropdown to determine who will be assigned the flow. The selected user will own the flow to-dos and be the sender for any emails included in the flow. The selected user must have an Engage license. If they don't, the automation won't run.

   

5. When the trigger is Account or Opportunity:

   1. Select a field from the Assignee dropdown to determine who will be assigned the flow.

      

   2. If multiple contacts are identified, select from the following options:

      • Add no contacts to the flow.

      • Add all outputted contacts to the flow.

      • Ask flow assignee to select a contact manually.

   3. If no contacts are identified, select from the following options:

      • Add no contacts to the flow.

      • Ask flow assignee to select a contact manually and select Assignee from dropdown.

      Note:

      If the automation selects a contact without a parent account, the automation will fail to run.

6. When the trigger is a smart tracker:

   • Select a field from the Assignee dropdown to determine who will be assigned the flow.

   • If no call participants are identified, select an Assignee from the dropdown to receive the To-do.

   When the AI Tracker is detected, Gong identifies the contacts who participated in the associated call. The flow assignee then receives a to-do to review the AI Tracker context and choose which contacts to enroll in the flow.

Step 5: Save and enable your automation

Once you've configured the trigger, conditions, and flow settings, enable the automation so it can begin monitoring activity.

To save and enable your automation:

1. Set the automation to Enable.

   

2. Click Save.

3. If you're not ready to activate the automation, you can save it without enabling it. After saving, you'll be redirected to the Automations page, where you can enable it later to begin adding contacts or leads to flows.

   Note:

   You can also set up an automation for a specific company flow from the flow itself:

   1. Go to Assets > Flows.

   2. Select a flow, and click the Settings tab.

   3. Click + Add automation.

Good to know

• Date-based triggers: Date-based triggers run on a daily schedule and are evaluated each morning. They do not run immediately when an automation is created or edited.

• Run history: Once enabled, automation activity can be reviewed in Run history.

FAQs