Set up Gong Engage for your team

Who can use this: Tech admin

Available on: Gong Engage

Set up Gong Engage so your reps can prioritize, personalize, and automate their account-based outreach. Engage shows each rep what to do next in their to-dos and helps them personalize emails. It also runs multi-step outreach flows, using the accounts and contacts in your CRM.

To get your team started, you need to do four things: give them Engage seats, connect email and calendar, connect your CRM, and set what they can do. After that, there are extras you can add, like LinkedIn Sales Navigator and the Gong extension.

Before you begin

• Assign yourself an Engage seat. You need a seat to see and set up the Engage pages, and admin access alone does not give you one.

• Confirm that your CRM is supported. Engage works with Salesforce, Microsoft Dynamics, and HubSpot.

• Create a dedicated integration user in your CRM. The integration then keeps working when team members change roles or leave.

Step 1: Give your team Engage seats

A seat lets a team member open Engage. Assign seats before you set permissions, because permissions only take effect once a seat is in place.

To assign an Engage seat:

1. From the left sidebar, click Admin center.

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

3. Search for and select the team member.

4. Under Seats, turn on Engage.

5. Click Save changes.

Learn more about managing Engage team members' access, including what happens when you remove a seat.

Step 2: Connect email and calendar

Every Engage team member needs a connected email and calendar. Connect your provider once for the whole company, and then check that team members can send emails through Gong.

To connect your email and calendar provider:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Google Workspace or Office 365 under the Data capture card.

3. Follow the prompts to authorize the connection.

4. Under Import settings, make sure the Allow team members to send emails via Gong toggle is on.

   Note: This setting is usually on already. It lets team members sign in with their email account when they write emails in Gong.

Tip:

If your company uses Office 365, you can check which permissions Gong has. In Entra ID, go to Enterprise Applications and open Gong - Mailbox integration.

Step 3: Connect your CRM to Engage

Engage needs two things from your CRM. The first is who owns each account, so Engage knows which rep gets which accounts. The second is each person's contact details, such as phone numbers and email addresses. Once a team member has an Engage seat, Gong automatically imports the following from your CRM:

• Ownership of contacts, leads, accounts, and deals

• Creation dates of contacts, leads, and accounts

• Phone numbers and email addresses of contacts and leads

You can choose the other CRM fields Engage uses on the Engage CRM setup page.

Integrate your CRM with Gong

Before you open the Engage CRM setup page, connect your CRM to Gong. Gong Engage is available for Salesforce, Microsoft Dynamics, and HubSpot. Learn more about integrating your CRM with Gong.

Connect Gong with an integration user, a CRM user set aside for the connection. The integration user needs access to the objects and fields that Gong reads, and write access where Gong exports or updates data. The objects and fields differ by CRM:

• Salesforce: Contact, Lead, Account, activity, and Engage flow fields

• HubSpot: Contact, Company, Deal, and associated activity fields

• Microsoft Dynamics: Account, Contact, Lead, Opportunity, and activity fields

Learn more about Salesforce fields the integration user needs access to, required HubSpot fields that Gong accesses, and Microsoft Dynamics fields Gong requires access to.

Set up account and contact fields

Tell Engage which CRM fields to use for account assignment, lead assignment, and contact details.

To set up your CRM fields:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Engage CRM setup under the Gong Engage card.

3. Click CRM assignment.

4. Under Account assignment, choose how Gong assigns accounts. Gong assigns accounts using the CRM user lookup fields you select.

5. Under Lead assignment, select the CRM fields that identify lead owners.

6. Click Contact details. For each category (Phones and emails, LinkedIn Profile, Location, and Time zone), select the CRM fields that hold that information.

7. Click Update.

Note:

The fields you select for account assignment must be lookup fields that point to a CRM user.

If a CRM field you need is not listed, click the import them here link on Contact details to import it.

If an Engage team member's email address is used for more than one Salesforce user profile, notify your Revenue Architect. They can make sure your team's accounts display correctly.

Note:

When a team member adds a phone number or email address in Engage, Gong saves it to your CRM using the order of the fields on Phones and emails. Gong uses the standard Email, Phone, and Mobile fields first, and then the other fields in the order you mapped them. If all fields are in use, new entries do not save to your CRM until you add more fields.

To choose which CRM fields show on the CRM tab in the contact drawer, Accounts, and Deals, open Update CRM tab fields on the same page.

Learn more about configuring Engage CRM fields, including field requirements, the email address that auto emails use, and what happens when you change a mapping.

To keep email opt-outs in sync with your CRM, set up opt-out sync in your compliance settings. Learn more about configuring compliance settings.

Choose which Engage activities push to your CRM

Choose which types of Engage activity Gong sends to your CRM. Sending only the types you need avoids duplicates and keeps your CRM data clean.

Set up your custom flow fields first. Flow fields show which flow each exported activity came from. Gong writes flow fields to your CRM only. It does not import them back. Learn more about setting up custom flow fields in your CRM.

Where you choose the activity types depends on your CRM. Learn more about exporting Engage data to Salesforce and exporting Engage data to HubSpot.

Export notes to Salesforce

Notes sync copies the notes your team writes in Engage to Salesforce. Gong pushes each note to a notes object in Salesforce and links it to the related account, contact, and lead. Every note and every edit shows in Salesforce, and one note can link to more than one record.

To export notes to Salesforce:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Engage CRM setup under the Gong Engage card.

3. Click CRM Notes sync, and turn on Export notes to Salesforce.

4. Click Update.

With notes sync on, you can:

• View the full history of notes for a contact, lead, or account in Salesforce, as you can in Gong.

• See all notes on a record, and any changes made to them.

• Report on which notes are linked to contacts, leads, and accounts.

Enable Notes in Salesforce

Turn on notes in Salesforce:

• Enable "Notes" for the contact, account, and lead objects.

• Add "Notes" to the page layout for the contact, account, and lead objects.

• Check that Enable Notes is selected in Notes Settings in Salesforce setup.

Note:

In Salesforce, "Notes" is different from "Notes & Attachments", which is on by default.

Step 4: Set what your team can do

Permissions decide what someone can do in Engage. You set permissions on a permission profile, which is a group of permissions you assign to team members. Reps, managers, and business admins each need a different set.

To set Engage permissions:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Permission profiles under the People card.

3. Select the profile you want to change, or create a new one.

4. Under Engage, select the permissions you want this profile to have, and then click ADD PROFILE if you are creating a profile or UPDATE PROFILE if you are editing one.

Note:

The Engage permissions do not control which to-dos someone can see. Which to-dos someone can see depends on their Calls, Emails, and Deals access.

Learn more about managing Engage team members' access, including which permissions suit a rep, a manager, and a business admin.

Connect LinkedIn Sales Navigator (optional)

If your flows include LinkedIn connection requests or messages, connect Sales Navigator so reps can complete those steps from Gong.

To connect LinkedIn Sales Navigator:

1. Go to the LinkedIn Sales Navigator page on Gong's integrations site and click Connect.

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

3. In the Settings tab, click Integrations under the Ecosystem card.

4. Click LinkedIn Sales Navigator and turn on the connection.

Once you turn it on, Sales Navigator is available to everyone in your company. Each team member connects their own LinkedIn account the first time they use it.

Note:

LinkedIn Display Services requires a Team or Enterprise Sales Navigator subscription. The first time a team member clicks View in Sales Navigator, they sign in to LinkedIn.

Next steps

Set up any of these when you need them:

• Field placeholders: Fill in each recipient's details in templates and flow emails automatically. Set them up before your team writes templates, especially templates that use company CRM fields. Learn more about setting up and managing field placeholders.

• Flow data in your CRM: Show which flow each exported email or call came from, so you can report on it. Engage activity reaches your CRM with or without flow fields. Learn more about setting up Engage data export to your CRM.

• Company flow settings: Control whether a contact can be in two flows at once, how many contacts a rep can add to a flow at one time, and when overdue flow to-dos expire. Each setting has a default, so change one only when it does not suit your team. Learn more about setting company flow settings.

• The Gong extension and Gong Outlook add-in: Bring Engage into Gmail, your CRM, and Outlook, so reps can use templates and add people to flows without leaving the tool they are in. You install them in your Google or Microsoft admin console, not in Gong. Learn more about the Gong extension.

• Digital interactions: Show reps what prospects do outside of calls and emails, so they can time their outreach. Gong shows email opens and clicks automatically. If your company uses third-party apps that integrate with Gong, Engage also shows when prospects interact with those apps. Learn more about the activity feed.

• Notifications and Slack: Set which notifications Gong sends to your team for the whole company, so reps do not have to set them one by one. If your company uses Slack, you can also send your team's daily Engage updates there. Learn more about setting company default notifications and connecting to Slack.

• The Engage API: Assign people to flows and pull activity out of Gong with code. Learn more about Gong Engage API capabilities.

• The Gong Dialer: Let your team call people directly from Gong. Enable it for your company and get business numbers first. Learn more about enabling the Gong Dialer for your team.

Frequently asked questions