Tech admin, Business admin
Gong Engage*
Automations are settings that manage how people are added to and interact with flows, which can save time and help teams scale their engagement efforts. Think of them as a way to automate tasks, like adding people to a flow or managing email responses.
Technical and business admins can set up automations for adding people to flows. Once created, they can be applied to company flows.
Automations can help you:
Save time. Minimize manual tasks like adding contacts and leads to flows
Ensure timely outreach. Ensure people are added to flows at the right time without manual checks
Types of automations
All automations are available for both Salesforce and HubSpot. Automations can be set up for company flows only, not personal flows.
Flow start. Starts a flow for a contact or lead automatically.
How automations work
Automations are made up of 3 components:
When. This is the trigger of the automation
If. This is a filter for the trigger
Then. This specifies what should happen when the automation’s conditions are met
First, we evaluate the trigger. If the CRM change matches the trigger definition (for example, lead creation), we evaluate the conditions. If the conditions are met, the action can be executed.
Let's look at an example. Say we're a flower shop that wants to send flowers to every family that just had a child born and are residents of New York City. In this case, we would only want to trigger sending the flowers when a child is born, not when the families move to New York City. In this example, the When, or the trigger, is having a child. The If, or filtering condition, is to include only residents of New York City. The Then is to send flowers.
Our automation rule's logic would look like this:
When a child is born in New York City, If the parents live in New York City, Then send flowers.
Learn more about how automations work.
About add to flow automations
Automations don’t run in a specific order. If the same lead or contact meets the criteria for more than one automation, Gong will decide which flow to start based on the flow exclusivity settings described below:
If a contact is in one or more non-exclusive flows and meets the criteria for another non-exclusive flow, the automation rule will add them to that flow
If a contact isn’t in any flow but matches the criteria for both an exclusive and non-exclusive flow, the exclusive flow takes priority.
If a contact matches the criteria for multiple exclusive flows at the same time, they will be added to one randomly.
If the contact is in a non-exclusive flow and meets the criteria for an exclusive flow, they will be added to the exclusive flow but won't be removed from the non-exclusive flow.
Retry schedule for add to flow automations
To ensure automation rules have access to the most up-to-date data and reduce the likelihood of missed triggers, Gong retries flow start automations two more times a few minutes after the rule is triggered.
In many cases, CRM workflows take time to populate key fields after an object is created. For example, a newly created lead may not have an assigned owner immediately, as this information is often updated through another automated workflow.
To accommodate this, Gong retries the automation on the following schedule:
First attempt: 2.5 minutes after the trigger applies
Second attempt: 5 minutes later
Final attempt: 2.5 minutes after that
Troubleshooting automations
Learn more about troubleshooting automations.
*The features available to you depend on your company’s plan and your assigned seats.