Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep
If a to-do is not showing in your list, work through these checks in order to find the cause.
Step 1: Check your filters
Active filters narrow your list to a specific subset of to-dos, so a to-do that does not match them is hidden even though it exists.
To check for active filters:
From the left sidebar, click To-dos.
Look for any filters shown at the top of the list.
To remove a filter, click it and select Remove.
Step 2: Check the active tab
The tabs at the top of the page show different subsets of your list, so a tab that shows only one type of to-do hides the others.
To check the active tab:
From the left sidebar, click To-dos.
Switch to the All tab to see every open to-do regardless of type.
Step 3: Check your permissions
To-dos linked to deals, emails, or calls you do not have permission to see are not shown in your list.
If Gong shows a notice that some to-dos are hidden, contact your admin to review your permission settings.
Step 4: Check whether the to-do has been generated yet
Gong-recommended to-dos appear only after a specific event, such as a completed call or an unanswered email. If the trigger has not occurred, or your CRM integration or email and calendar integration is not fully set up, the to-do is not created. Replies from people at your company do not trigger Gong-recommended to-dos. Some Gong-recommended to-dos, such as email follow-ups, go to the deal owner, which is the team member mapped to the owner field in your CRM.
To check whether this applies:
Confirm the triggering event happened. For example, check that the call was recorded or that the email was sent and delivered.
Confirm with your admin that your CRM integration and your email and calendar integration are active.
Note:
Calls shorter than 10 minutes, or calls with only internal participants, do not trigger a meeting follow-up to-do.
Step 5: Check whether the to-do expired or was dismissed
Gong removes or dismisses to-dos automatically in some cases.
Gong-recommended to-dos are removed after seven days.
Flow to-dos that stay open are dismissed automatically, and the person is removed from the flow, after 120 days by default.
A Gong-recommended or one-off to-do you dismissed can be reopened for seven days. After that it is permanently deleted.
If the contact or lead was deleted in your CRM, their flow stops and their flow to-dos are deleted. One-off to-dos are kept.
If the to-do has expired or been dismissed and you still need to complete the action, create a one-off to-do instead.
For a missing flow to-do, see Troubleshoot flow to-do errors.