Smart tracker FAQs

Smart trackers are AI models that identify and surface specific concepts by taking into account: Diverse words, sentence structure, intent and context. For example, create a smart tracker that asks the question “Are customers asking for discounts?” and you’ll surface instances such as “Can we get a better price?” and “What’s your best offer?”

Only admins can create smart trackers. If someone in your company needs one for their business needs, they’ll need to request it from a Gong admin.

Keyword trackers are based on specific words, terms, or phrases that are mentioned in your conversations. Smart trackers are AI models trained to identify and find specific concepts, even when they are said using different words and in unexpected ways.

Use a keyword tracker when you want to track exact terms, like a competitor’s name or a campaign. Keyword trackers are unlimited in number. Choose a smart tracker when you want to capture intent, even if it’s expressed in different ways, though these are limited to 20 per account.

The difference is in how you create the question. The question builder is the default option, and lets you construct a question by choosing from predefined phrases across three sections. The free-text option allows you to write your own question in natural language about what happened in the conversation.

When using the question builder, the concept will always be phrased as a question. With the free-text option, it doesn’t have to be a question, but we recommend writing it as one. This makes the concept clearer, and you’ll still have space to add more details and context in the next step.

A good concept is specific rather than broad. For example, “Is the prospect asking for a discount?” works well, while “pricing” is too general. Customers may express the same idea in very different ways—like “Is that the best you can do?” or “That price is too high. Can you go lower?” Because the wording varies, keyword trackers often miss these instances, but smart trackers can surface them.

People don’t always say things the way we expect them to, and smart trackers take that into account. With smart trackers, you can discover new and unexpected ways in which people are saying things, so you can identify market needs, even if you can’t anticipate how they will be expressed.

You can have up to 20 question-based smart trackers published at a time. When you go to publish a tracker, you’ll see how many of the 20 you still have available.

You can see smart trackers on the following pages: Call, Calls, Team Stats, Streams, Initiatives boards, Deals, and more.

If you’ve activated a tracker and applied it to calls that happened in the past, it can take some time to process those calls. The tracker will be available on the Search page right away, but it may not appear in other areas yet because we show aggregated data there, and don’t want to show incomplete data as it could be misleading.

Smart trackers can be set up in just a few minutes. Simply describe your concept in natural language, and the tracker is ready to use.

Smart trackers work across multiple languages, making them flexible for use with different teams and regions.

Create and manage smart trackers will provide you with all the steps that you need.

No. Smart trackers are available to all customers and don’t require a minimum call volume.

Updating a tracker does not overwrite or delete past results. Conversations already processed keep the old tracker data, while the updated tracker applies only to new conversations and to historical conversations within the backfill window you select (14 or 30 days). This means you may see old and new results side by side, depending on the time period.

We currently support email content in the deal activity panel and account page.

Yes. By default your smart tracker info on calls is exported to Salesforce. However, if your Gong admin disabled this, you won’t see smart trackers in Salesforce. Smart tracker details can be seen in the Content tab in the Conversation and have a [Smart] prefix.