Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep, Sales manager
Open a contact's or lead's panel to get ready for outreach and keep their record up to date without leaving Engage. You can call, email and manage their flows from the same panel.
To open the panel:
Hover over someone's name anywhere in Engage and click View contact or View lead.
On the People page, click their name.
Learn more about finding contacts and leads.
Take action from the contact panel
The header shows the person's name, title and company, then their address and local time, so you can see whether now is a reasonable moment to call. Gong works out the local time from the address in your CRM.
Below the header sits a row of actions:
Add to flow: Click Add to flow, or use the chevron to choose the flow. On someone already in a flow this reads Manage flows.
Call: Click the phone icon to open the dialer and call them.
Email: Click the envelope icon to open the email composer.
LinkedIn: Click the compass icon to open their LinkedIn Sales Navigator profile.
CRM: Click the cloud icon to open their record in your CRM.
More: Click the More actions icon at the right-hand end for the rest, including View flow history and Mark as do not contact.
Note:
If the person is not in your CRM yet, a message appears when you hover over the cloud icon. Once they are added to a flow, they are added to your CRM automatically.
See flow status and history
If the person is in a flow or paused, a badge next to their name shows how many flows they are in. Hover over the badge to see the names of the flows. If they are in several flows and some are paused, the number counts the active flows. The badge is green if any flows are active, and yellow if all flows are paused.
A separate lightning badge shows recent digital activity from the person, such as email opens and clicks.
Flow history gives you a chronological view of their flow events. Use it to see why an automatic email failed to send, why someone's flow status changed, or why a flow stopped or started.
To see a person's flow history:
Open the person's panel.
Click the More actions icon at the right-hand end of the action row.
Click View flow history.
Check details on the Overview tab
Start on the Overview tab for the contact's details and a quick answer to anything you want to know before you get in touch.
The tab lists their phone numbers, labeled by type such as Business Phone or Mobile, their email addresses, and their recent activity, including calls from the dialer and interactions by your teammates. For the full timeline, use the Activity tab. Learn more about how Gong works out which country a phone number belongs to.
To mark a phone number or email address as verified or invalid:
Open the person's panel, and go to the Overview tab.
Hover over the number or address in the Contact details section.
Click the icon that appears.
Next time you or your teammates reach out, you know which number or address is best to use. Marking the top email address as invalid drops it to the bottom of the list, so the next one is used instead.
Note:
Verified and invalid marks are not currently synced to your CRM.
The Overview tab also has a field for asking a question in your own words, and getting an answer drawn from the person's last 80 calls and 10 emails. For example, "What pain points did they mention last quarter?" For a written summary of where you stand with this person, use the Briefs tab instead.
Review history on the Activity tab
Check what has already happened with this contact before you reach out. The Activity tab is the full history: calls you made, emails you sent, and what they did in return, such as opening an email.
Items run newest first, with a date marker between each day. Click an item's chevron to open it. An email shows who it went from and to, with job titles. A call shows how long it lasted and a summary of what was said.
Click + Add filter to narrow the list by Activity type or by Tracker.
Work outstanding tasks on the To-dos tab
The To-dos tab holds everything outstanding for this contact, including to-dos owned by you and by others, both flow steps that have come due and one-off tasks such as auto emails. Work them here, and mark them as complete from here, rather than going to the To-dos page.
Share context on the Notes tab
The Notes tab is where you see the notes your teammates have left about this contact or lead, and where you add and edit your own. Notes stay inside Gong and are not synced to your CRM.
Update fields on the CRM tab
The CRM tab shows the contact's CRM fields, and you can edit them here. Changes go back to your CRM.
By default, you see the CRM fields your admin has configured. Depending on your permissions, you can choose which fields to display, which only changes your own view. If the CRM section is read-only, you don't have permission to edit it, so talk to your admin. You may also need to be logged in to your CRM to edit.
Note:
If your company has set a limit on how many phone numbers or email addresses a record can hold and that limit is already reached, an extra value you add in Gong will not push to your CRM.
Read a brief on the Briefs tab
The Briefs tab gives you a written summary of where things stand, put together by AI from your recent conversations. It is what to read before a call when you have five minutes rather than an hour.
The brief's name sits at the top, with a line underneath telling you what it covers and how far back it looks. Click Change brief to switch to a different brief, which changes what is covered as well.
A brief is built in sections. A section with nothing to report says so rather than disappearing. A line telling you nothing relevant was found means exactly that, and not that the brief has failed.
Use the thumbs up and thumbs down icons next to the brief's name to rate the brief, or the copy icon to take the text somewhere else.
Stop contacting someone
Mark someone as do not contact when they have asked not to hear from you, or when your company's compliance rules require it. Depending on how your company has set this up, it can take them out of the flows they are in and stop them being added to new ones. Ask your admin which applies to you.
To mark someone as do not contact:
Open the person's panel.
Click the More actions icon at the end of the action row, and select Mark as do not contact.
To reverse it, open the same menu again.
If someone asks to be opted out during a call, select the Opt out call outcome in the dialer instead. Learn more about marking someone as do not contact from a call.
Frequently asked questions
Can I edit a contact's email address or phone number?
Yes. You can edit, add and remove phone numbers and email addresses in the panel. New values go back to your CRM, though an extra one may not push if your company's field limit is already reached. If you don't have permission to edit contact information and you think you should, talk to your admin.
Does asking a question search all of Gong?
No. It draws on your last 80 calls and 10 emails with this one person. For the picture across the whole company, open the account and use Account AI there. Learn more about working with accounts.
Can my manager see my notes?
A manager can see your notes on a contact if they have access to the contact's account. Only you can edit or delete your own notes. Notes are not synced to your CRM, so they stay inside Gong.