Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep, Sales manager
Most template, block, and placeholder issues fall into a few categories: placeholders that don't resolve at send time, content that doesn't load, or placeholders that show an error.
A flow email step appeared in Flow errors
When an automated flow email step fails to send, Gong converts it to a manual email to-do under Flow errors on your To-dos page. This happens when a field placeholder in the email has no value.
To identify and fix the issue:
From the left sidebar, click To-dos.
Find the failed email under Flow errors and open it.
Click Edit email to open the draft.
Review the error details and look for invalid or unresolved placeholders. A missing value may not appear as a red placeholder.
Do one of the following:
Scheduling link missing: Add your scheduling link, then return and send the email. For steps, see Personalize outreach with field placeholders.
CRM field missing: Confirm the field value is visible in Gong after the expected sync window, or remove the placeholder from the email before sending.
Manual placeholder not replaced: Look for text in single curly brackets
{like this}and replace or remove it before sending.
Send the email manually from the to-do.
A field placeholder resolved in preview but failed at send time
Preview and automatic sending can pull data differently. A placeholder that shows a value in preview may fail to resolve when Gong sends the email automatically.
Check each of the following:
Scheduling link: Confirm that your primary scheduling link is set and available to the sender at send time. For steps, see Personalize outreach with field placeholders.
CRM sync: The contact's CRM record may have changed or not synced since you previewed. Confirm the field value is visible in Gong after the expected sync window, or remove the placeholder from the email before sending.
Deal context: Deal and opportunity placeholders require a specific deal association. In a flow, select the relevant deal when previewing. In a one-off email, they populate when the draft is associated with a deal. Otherwise, they remain blank.
Preview selection: If placeholders aren't replaced in the preview, adjust your recipient, account, or deal selection.
Templates or blocks are showing blank
If the Content templates or Content blocks library appears empty, or individual items load with no content, you may be experiencing a display issue, a permissions issue, or a temporary loading problem.
Check each of the following:
Refresh the page: Reload the browser tab and go back to Assets > Content templates or Assets > Content blocks. Blank content is sometimes a temporary rendering issue that a refresh can resolve.
Check your permissions: Company templates and blocks are visible to all team members with the relevant Engage access. Personal templates and blocks are visible only to the owner by default, and they can also be shared with colleagues. If you can't see content you expect, confirm with your admin that your permission profile includes access to the relevant content type.
Check whether the content was deleted: If a colleague deleted shared content or a company template was removed, it no longer appears in the library. Contact your admin to confirm.
A placeholder shows a red underline or an error
Field placeholders are validated automatically when you add them in Engage. For what the underline colors and error types mean, see Personalize outreach with field placeholders.
To find the cause when it isn't clear:
Open the draft.
Inspect each hyperlink's URL for invalid field placeholders or tokens such as {prospect_name} that aren't valid Gong placeholders.
Remove or replace the invalid token.
If the issue continues, contact Gong Support.
Frequently asked questions
My subject line has a single-curly-bracket placeholder and Gong is showing a warning. What should I do?
Single curly brackets indicate a manual placeholder, which is a reminder to replace or remove before sending. Gong warns you when any remain in the subject or body. Edit the email draft, replace or delete the placeholder text, and send.
A prompt generated no output or returned an error. What should I do?
Prompt generation may produce less personalized content when the selected contact has little or no recent Gong activity, such as calls or emails. When previewing, select a contact with relevant Gong activity. If the issue persists, refresh and try again or contact Gong Support.