Sales rep, Sales manager
Gong Engage*
A flow is a sequence of steps or actions that you can set up to manage interactions with contacts and leads. Flows help automate outreach and track the status of these interactions. You may have heard them referred to as sales sequences or cadences.
In Gong Engage, flow steps can consist of manual emails, automatic emails, calls, LinkedIn messages, LinkedIn connection requests, and tasks. Once a flow is created by team members or your admin, you can add contacts or leads to the flow depending on your permissions. All flows have a ruleset that determines the flow’s behavior. Company flows can have automation rules that add people to the flow automatically.
When a contact or lead is added to a flow, the flow assignee receives a to-do reminding them to complete the next flow step. Each person in a flow has a corresponding flow status that indicates what stage they’re in, such as “In progress”, “Paused”, or “Bounced”, which can be synced to your CRM. Whether contacts and leads can be in more than one active flow at a time is configured by your admin.
Someone can be removed from a flow manually by team members, or automatically based on the behavior defined by the flow’s ruleset.
Let’s look at one example of how a flow might work. Let’s say you added John Smith to your CRM as a new lead. John Smith is then automatically added to a flow called “Leads Spring 2025” by an automation rule that adds all new leads to this flow. This is the sequence of events that follow:
Step 1 of the flow is a call, so you might reach out to John.
If he doesn't answer, John moves to step 2 of the flow.
Step 2 is a manual email.
According to the flow’s ruleset, when John replies to your email, the flow is paused.
When John replies, you receive a Response to-do letting you know John has replied and providing you with the following follow-up actions:
Reply to John
Mark this step as complete and remove John from the flow
Dismiss the to-do and remove John from the flow
Resume the flow. This depends on John’s reply and whether he indicates he wants to be contacted
Pause flows for all other contacts within the same account
In Gong Engage, flows help you:
Save time. Flow steps can include predefined templates, so you don’t have to rewrite the same messages or come up with call scripts each time you create a flow. You can focus your attention instead on personalized aspects of your messaging that best impact your conversion rates.
Standardize messaging. Flows make it easier to ensure brand consistency in your messaging and speed up employee onboarding by offering new employees an easy way to follow company best practices.
Engage with the right people at the right time. Flows automatically space out your interactions and keep your steps in the right order. For example, a flow might remind you to connect with someone via LinkedIn before you give them a call.
Apply data-driven optimization. You can track performance and refine flows based on analytics.
Collaborate. Use analytics data to identify and share high-performing flows to improve overall success rates.
Permissions and access
Admins can control who can create, edit, and use flows. Only Gong technical admins and business admins (or people who can manage general business settings) can edit company flows.
Types of flows
Your flows. These are the flows that reps can create for themselves. If reps duplicate any company flows and save them with changes, they’ll appear in this section.
Company flows. These flows are available to everyone in your organization. They can only be edited by people who are authorized to do so through their permission profile, but anyone can duplicate them and save them as their own flows.
Starter flows. These flows are available to everyone in your organization. They’re pre-built by Gong to help team members speed up onboarding and reach out to prospects faster.
Shared with you. These flows have been shared with you by other team members.