Who can use this?
Salesforce administrator
Gong Foundation
If you see an error page when navigating to the Conversation Highlights, Transcript tabs, or Account/Opportunity Deals tab in Salesforce, this article will help you resolve the issue.
Error message
You'll see an error message like this:
"Sorry, there was a problem opening this Gong conversation"
The error usually includes a unique error ID that helps us trace and review the issue in our logs.
What causes this error
This error occurs when Gong doesn't receive the required information from Salesforce. The Canvas Apps need proper configuration to communicate with Gong successfully.
How to fix it
Follow these steps to configure your Canvas Apps properly:
Step 1: Navigate to Connected Apps
In Salesforce, go to Setup
In the Quick Find box, type Manage Connected Apps (or Connected App in Classic mode)
Click on Manage Connected Apps
Step 2: Configure Gong Canvas App
Click on Gong Canvas App
Click Edit Policies
In the Permitted Users field, select Admin approved users are pre-authorized
Click Save
Click the Manage Profiles button
Select all relevant profiles that include users who need access to the app
Step 3: Configure Gong Deals Canvas App
Repeat the exact same steps for the Gong Deals Canvas App:
Click on Gong Deals Canvas App
Click Edit Policies
In the Permitted Users field, select Admin approved users are pre-authorized
Click Save
Click the Manage Profiles button
Select all relevant profiles that include users who need access to the app
Step 4: Test the configuration
After completing both configurations, test by navigating to:
Conversation Highlights tab
Transcript tab
Account or Opportunity Deals tab
Still having issues?
If the error persists after following these steps, contact Gong Support and include the Error ID from the error page. This helps us investigate the issue further.