Who can use this: Any team member
Available on: Gong Foundation
Gong Assistant can be missing, show a message you did not expect, or give an answer that does not look right. Find the symptom below that matches what you see, and follow the steps to fix it.
I do not see Gong Assistant
Gong Assistant requires a Gong Foundation seat.
To find out why Gong Assistant is missing:
Look for Assistant in one of the following:
The top right of the call page, the Search results page, an account panel, or the library page
The left sidebar
If you don't see Gong Assistant, ask a Gong admin to confirm that you have a Gong Foundation seat and that the assistant is enabled for you.
Note:
Collaborators don't have access to Gong Assistant. Learn more about Set up access to Gong Assistant.
Gong Assistant is not available for an account
Opening Gong Assistant from an account with no Gong activity shows this message: "The Assistant is currently not available for accounts with no activity."
To start from somewhere else, see Where you can use Gong Assistant.
The answer includes calls I did not expect
Gong Assistant answers based on the context provided when you asked.
To check and change the calls Gong Assistant uses:
Check the context Gong Assistant used when you asked:
Search: Review the filters on the Search page. Each answer is tied to the context provided when you asked, so changing filters affects only new questions.
Gong Assistant page: Review the calls, folders, and streams you added as context.
Library: Check the folder, subfolder, or stream you selected.
Adjust the filters, context, or library selection, and ask your question again.
(Optional) Name the timeframe, account, or people in your question, because Gong Assistant can often work out the context from your wording. Learn more about Refine your question.
Note:
Uploaded files add information to a chat, but they do not tell Gong Assistant who is on your team. To choose the deals or calls to analyze, open the Gong Assistant page and click the Add context icon (+) in the prompt box. Learn more about Add calls, folders, and streams to Gong Assistant.
Gong Assistant cannot find emails or data I can see
What you can see in Gong and what Gong Assistant can use both depend on your access. For account or deal analysis, Gong Assistant can also use the emails Gong captured for that account or deal. Which emails are available depends on your company's email capture settings.
Check each of the following independently:
Question type: Confirm that your question is about an account or deal, because Gong Assistant uses captured emails only for account or deal analysis.
Email capture: Ask a Gong admin whether your company's email capture settings capture the emails you expect.
Access: Ask a Gong admin to check that your permission profile gives you access to the calls, emails, accounts, and deals involved.
Admins can learn more about Set up access to Gong Assistant and Available permission settings.
I cannot create documents or build assets
Creating documents and building assets each need their own Gong Assistant permission in your permission profile, on top of your Gong Foundation seat.
To get access to creating documents and building assets:
Ask a Gong admin to check that your permission profile includes the permission you need:
Create documents: Generate documents.
Build assets: Generate Gong assets like scorecards.
To build a specific asset, ask the admin to also check the permission for that asset. For a scorecard, that permission is Manage Scorecards and Trainings.
Ask Gong Assistant to create the document or asset again.
To create a document or asset, see Create documents and Gong assets with Gong Assistant. Admins can find the permission steps in Set up access to Gong Assistant.
My upload was rejected
Gong Assistant shows a message when it cannot accept a file.
To fix a rejected upload:
Read the message shown for the file.
Fix the file based on the message:
File type not supported: Attach a PDF, MD, TXT, or CSV file.
File exceeds 20 MB limit: Attach a file that is 20 MB or smaller.
Maximum files reached: Attach up to ten files per message.
Wait for uploads to finish: Wait until the files finish uploading, and then click the Arrow icon.
File flagged as unsafe or Upload failed: If the file is flagged as unsafe, remove it and don't upload it again.
If the upload failed, attach the file again.
Learn more about Upload files to Gong Assistant.
A chat started over when I switched libraries
Switching between Your library and Company library starts a new chat, while moving between folders and streams in the same library keeps the conversation open. The earlier chat is still in your chat history.
To return to the earlier chat:
Find your chat history:
Gong Assistant page: The Chat history panel is always open on the left of the page.
Panel (call page, Search, account, or library): Click the Show history icon at the top left of the panel.
Select the chat from the Chat history list.
To keep a chat going, move between folders and streams without switching libraries. Learn more about Start a new chat or return to a previous chat in Gong Assistant.