What are to-dos?
- 15 minute read
- Contributors
- PDF
What are to-dos?
- 15 minute read
- Contributors
- PDF
Article summary
Working with Gong Engage requires an Engage seat, mainly for reps. To dos in Engage include emails, calls, LinkedIn messages, connection requests, and tasks. Gong generates recommended to dos to help with prospect and customer interactions. Flow to dos notify about flow steps and events. Email follow up to dos prompt responses to deal-related emails. Back from OOO to dos remind to follow up after Out of Office replies. Nudge to dos remind to reach out if no reply in 72 hours. Intro to dos prompt sending introductory emails before meetings. Meeting confirmation to dos ensure meeting attendance. No next meeting to dos remind to schedule follow-up meetings. Response to dos are triggered by prospect replies. One off to dos can be created for reminders or task breakdowns.
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Note
Working with Gong Engage requires an Engage seat.
Who's this for? Reps
The to-dos you see in Engage are a combination of tasks and reminders that help you stay on top of your daily work. To-do types include:
Emails: These to-dos prompt you to send or reply to an email. They can be generated by Gong, flow steps, or one-off to-dos you create yourself.
Calls: These to-dos prompt you to make a call. They can be generated by flow steps or one-off to-dos you create yourself.
LinkedIn messages: These to-dos prompt you to send a message to a prospect through LinkedIn. They can be generated by flow steps.
LinkedIn connection requests: These to-dos prompt you to send a connection request to a prospect through LinkedIn. They can be generated by flow steps.
Tasks: These to-dos prompt you to complete a custom task. They can be generated by flow steps or one-off to-dos you create yourself.
To-dos can be generated from various sources, including:
Gong-recommended to-dos: Gong identifies potential actions you might want to take with prospects and customers. With Gong letting you know about these actions, there’s less of a chance that something will slip through the cracks. Some of these to-dos are generated using AI.
Flow to-dos: These to-dos are generated by flow steps. They let you know when a flow step is due, and when flow events happen involving contacts or leads you’re assigned to.
Created by you: One-off to-dos that you create for yourself also appear on your to-do list. You can link them to contacts, leads, accounts, and deals.
You can see your to-dos:
Throughout Engage: See them in To-dos, Accounts, and if you’re an opportunity owner, in Pipeline and individual deal pages.
Email: In addition to the to-dos you see in Engage, you'll receive a daily email notification with a summary of your new and open to-dos. This email is sent once a day and includes Gong-recommended to-dos only. You can select when you want to receive it in My Notifications under your profile in Gong.
Slack: You can also get a Slack notification once a day about open to-dos from the last 24 hours. You'll see this notification on both Slack desktop and mobile. If you click a to-do from your desktop, you’ll be directed to Engage. From mobile, you’ll be directed to the Gong mobile app.
To receive Slack notifications, your admin should set up an integration between Slack and Gong. You’ll also need to check with your admin that Engage Slack notifications are turned on at the company level.
Go to My Notifications under your profile in Gong to select what time of day you want to receive Slack notifications, or to opt out. If your admin toggles Slack notifications off for your company, you won’t receive notifications, regardless of your personal setup.
Types of to-dos in Engage
Gong-recommended to-dos
These to-dos are generated by Gong to help you stay on top of your communication with prospects and customers and keep deals moving forward.
While not currently customizable, the timing for Gong-recommended to-dos is based on best practices. You can take action directly from a Gong to-do by clicking Write email.
Note that Gong to-dos are not triggered by internal email responses. For example, let's say you send an email to a lead and cc your manager. If your manager replies to this email, you won't receive a Gong-recommended to-do. If the lead replies to this email, you will receive a Gong-recommended to-do.
Currently, Gong to-dos are fully supported in English only. Other languages are only partially supported.
Gong-recommended to-dos are removed after 7 days in order to keep your task list current and relevant, except for the Response to-do which is removed after 30 days.
These are the Gong-recommended to-dos currently available in Engage, stay tuned for more:
Meeting follow-up
Following up on phone calls and web meetings with an email keeps the conversation fresh and open. This to-do:
Reminds you that you had a call or meeting with someone, and when it was
Includes their company name
Includes any action items that were discussed during the call
From here, you expand the to-do to see what the next steps are for you and the prospect or customer. Click on a timestamp to review the part of the call where that next step was discussed. You can also write an email to the people who were on the call. The email includes AI-generated suggested follow-up text and a link to the call that expires in 5 days. The AI-generated email draft is generated based on the transcript of the call or meeting.
This to-do is removed after 7 days.
Note
There are two versions of this to-do, one for recorded calls and one for non-recorded meetings. Email follow-up templates for recorded calls include a link to the call itself, while templates for non-recorded meetings do not.
I had a meeting, but I'm not getting the meeting follow-up to-do. Why not?
If you had a non-recorded meeting, Gong won't recognize it unless you have non-recorded meetings import enabled. To set up non-recorded meetings import, contact your admin. Read more on viewing meetings without scheduled recordings here.
This to-do is generated for the person who owns the call, so if you participated in the call but you are not the owner, you will not get this to-do.
If you already sent an email from an email client towards the end of the meeting or after the meeting, you will not get this to-do.
Email follow-up
To keep your deals moving forward, it's important that you get back to people quickly when they email you.
This to-do is generated for deal owners when Gong's AI detects a deal-related email that requires a response. Gong completes the to-do when we detect that you've replied through Gong or your email provider, or when you mark it as complete.
It shows you:
That someone emailed you
Which company they're from
A snippet of the email they sent
When the email was sent
From there you can view the email or write a response.
This to-do is removed after 7 days.
When will I get an email follow-up to-do?
If you receive an email that you should respond to and you don't respond within 30 minutes, a to-do is created for you.
What kind of emails generate to-dos?
We'll only remind you about emails that you should be replying to to keep the deal moving forward. A to-do is only created for deals that haven't closed (lost/won). Gong's AI is selective about which emails are response-worthy, so don't worry, you won't get spammed with reminders.
Who gets email to-do reminders?
Only owners of an opportunity get email to-do reminders for their opportunities.
Back from OOO
When you send an email and receive an Out of Office reply, you'll want to follow up with people when they're back in the office. The Back from OOO to-do reminds you when someone is back, based on the dates in their Out of Office message. You'll receive this to-do:
The morning after someone returns to the office. This is so you aren't sending them an email as soon as they return when they are probably flooded with other emails
If you are an opportunity owner
If the deal is not closed
If you haven't sent an email to the person in the last 3 days.
The to-do is automatically dismissed if you send an email or if 14 days have passed since they returned. The to-do has a link to write an email, which includes AI-generated suggested text, so you can easily follow up.
If you get an Out of Office response from someone in a flow but Gong can't detect a date of return, that person's flow will not be snoozed. The flow will continue as planned.
The AI-generated email draft is created based on the original email that was sent to the person and the Out of Office reply that was received.
This to-do is removed after 7 days.
Nudge
When you send someone an email, you want to make sure they've seen your email and have replied in a timely fashion. The nudge to-dos remind you to reach out if you haven't heard back from them. You'll get a nudge to-do if:
You are an opportunity owner
You haven't received a reply to an email you sent 72 hours ago.
The deal is not closed.
The person isn't Out of Office.
This to-do is automatically dismissed if you send an email to the person, or if the person responds. The to-do has a link to write an email, which includes an AI-generated suggested email draft, so you can easily follow up.
The AI-generated draft is created based on the previous email you sent to the person.
This to-do is removed after 7 days.
Intro
When you're set to meet someone for the first time, it's important to make sure they attend the meeting. Before you've met, you don't yet have an established relationship, and there's a chance they won't feel obligated to attend the meeting.
One of the best ways you can ensure someone attends an intro meeting is by sending an introductory email a day before the meeting. Sending an email helps set expectations for the meeting and most importantly, creates more of a sense of obligation for them to attend.
The Intro to-do helps you remember to send an intro email before your first meeting with someone. You'll get this to-do:
If you are the opportunity owner for the deal, even if you're not the meeting host
It's your first meeting with the person and you haven't owned an opportunity in the account in the past 12 months
At 6 AM the day before the meeting
If you've never sent an email or had a meeting with the person
The Intro to-do will remind you to confirm your meeting with a template you can customize before sending.
This to-do is removed after 7 days.
Meeting confirmation
Making sure your scheduled meetings are set to take place is important so that you make the best use of your time and ensure that your pipeline keeps moving forward.
This to-do reminds you to confirm that your guests are attending your meeting. You'll get this to-do:
If none of the required guests have accepted the meeting
At 4 pm on the day before the meeting
You are the opportunity owner for the deal associated with the meeting
This to-do will remind you to confirm your meeting with a link to write an email, providing an AI-generated suggested email draft. This AI-generated draft is created using the subject, date and time of the meeting.
This to-do is removed after 7 days.
No next meeting
Making sure you have a meeting on the calendar is crucial for keeping deals moving forward. When there’s no meeting scheduled to follow a call or meeting you had, this to-do is here to remind you.
The no next meeting to-do:
Reminds you that you have no next meeting scheduled with someone
Appears approximately 2 days after a call or meeting with someone, and only if Gong doesn’t see any upcoming meeting with this account within the next 3 months
Expires after 7 days
Is only sent to opportunity owners who have CRM and calendar integrations, and who are importing emails.
From this to-do, you can go to the last call if it was recorded, or write an email to the people who were in the call or meeting. You can dismiss the to-do or mark it as complete.
This to-do is removed after 7 days.
I sent a link with several possible slots. Will I still see this to-do?
Yes, if you sent a link with several possible slots, through integrations such as Calendly or Chili Piper, this to-do will appear until the person chooses one of the slots
I sent a Google Calendar invite. Will I see this to-do?
No, you won't. Once a calendar invite has been sent, Gong sees that you have an upcoming meeting. If no one accepts the meeting, you'll receive a meeting confirmation to-do before the meeting is set to take place.
I have no next meeting scheduled, but I don't see this to-do. Why not?
The to-do is triggered by a recorded call with someone related to an open deal. If there was no initial call recorded, or if the contact isn't related to an open deal, it won't appear.
I have a next meeting scheduled, but I'm still seeing this to-do. Why?
If you've scheduled a non-recorded meeting, Gong won't recognize it unless you have non-recorded meetings import enabled. To set up non-recorded meetings import, contact your tech admin. Read more on viewing meetings without scheduled recordings here.
Flow to-dos
Flow to-dos let you know when a flow step is due. They also keep you updated on flow events so you’ll be aware any time a contact or lead’s flow status changes.
You don’t have to be an opportunity owner to get these to-dos.
Flow steps
When a flow step is due for a contact or lead you're assigned to, you'll get a to-do. When creating a flow, you can choose the types of to-dos you want the flow to generate: emails, calls, LinkedIn connection requests and messages, and tasks. You can take action directly from the to-do. If a flow to-do is open for 30 days, it expires and the person is automatically removed from the flow.
Bounced
When an email bounces for a contact or lead you're assigned to in a flow, we'll generate a to-do and pause their flow. From this to-do, you can update their email address and resume the flow. After 30 days, anyone who is still paused in a flow will be automatically removed from the flow.
If an email bounces, we:
Automatically mark the email address as invalid
Automatically pause the person's flow
Generate a to-do for the rep to replace the email address and send again
Automatically save that new email address for the contact or lead to prevent the next email from bouncing
If your auto emails are still being sent to email addresses that are marked as invalid in Gong, contact support.
Meeting booked
When a meeting is booked with a contact or lead you're assigned to in a flow, we'll generate a to-do and pause their flow. After 30 days, anyone still paused in a flow will be automatically removed from the flow.
Response
Unlike the Gong-generated Email follow-up to-do, the Response to-do is triggered by any reply from a prospect in a flow. When someone you're assigned to who is in a flow replies via email, we'll generate a to-do and pause their flow. This does not include automated replies. Sending an email from the to-do or marking the to-do as complete will complete the to-do, but sending an email from your email provider will not.
After 30 days, anyone still paused in a flow will be automatically removed from the flow.
To-dos created by you
These include one-off to-dos you can create for yourself. Use them to set yourself reminders, to plan your day, or to break down your next step for a deal or an account into smaller action items. You do not need to be the contact or lead owner to create an associated one-off to-do.
When creating a one-off to-do, you can choose the to-do type: email, call, or task.
Depending on which task type you choose, the to-do appears in To-dos under its respective column. The to-do type is set to 'Email' by default.
For a one-off to-do where you've selected email or call as to-do type, selecting the person you want to email or call is required. For leads, no account will be shown. For contacts, the connected account will be shown automatically.
For a one-off to-do where you've selected task as to-do type, selecting a person is optional. If you select a lead from the list, the account field is disabled. You can also leave the 'person' field blank and just choose an account.
To-dos FAQs
Why does a to-do appear when I've already sent a follow-up mail?
Gong monitors your email, and we mark to-dos as done when we identify that you sent a follow-up mail. Sometimes, typically if you sent a follow-up email during or just after the call, we might miss it and miss marking the to-do done.
Does writing an email directly from a to-do require a new permission?
Yes, it does. The first time you click WRITE EMAIL, Gong asks you for permission to write emails. Giving Gong this permission means the emails you compose in Gong are integrated with your email client (Gmail or Office365) and sent directly from them. This means:
Emails you send appear in your client Sent folder.
Emails you compose but don't send appear in your email client Drafts folder.
If the to-do was triggered from an existing email thread (for example, an Out of Office reply), the email is included in the existing thread in your email client.
Are the emails that I send directly from to-dos tracked?
Yes, they are! Emails sent from Gong are tracked for "Email open" events and "Email links clicked" events, and are displayed as events in the deal activity timeline.
Are there any admin permissions that relate to sending emails from to-dos?
If you’re a tech admin, you can opt out of this capability for your entire account. To do this, go to Company Settings and in the Data Capture section, select the email provider that you integrate with Gong (Gmail or Office 365). Under Connection Import Settings, deselect the Allow team members to send emails via Gong toggle.
Why is the link to the call recording set to expire in a certain amount of days?
The access period for shared call is defined in your company settings. Contact your Gong admin to change the default.
Why does a to-do say it will be removed tonight
AI-generated to-dos are removed after 7 days in order to keep your to-dos current and relevant.
Where do the action items come from?
Gong picks up action items that were mentioned on the call by you or other attendees, and surfaces them in the to-do to make sure you don't miss anything in your follow-up.
Do all the calls that I host trigger to-dos?
No. Calls that are less than 10 minutes long, or only include participants from your company, do not trigger a to-do to follow-up.
I'm not seeing Gong-recommended to-dos. Why not?
To-dos will show for organizations with a CRM integration and with emails imported to Gong. If you think you should be seeing to-dos, talk to your Gong admin.
What happens to to-dos when a contact or lead is deleted in the CRM?
When a contact or lead is deleted in the CRM, their flow is stopped, and any associated flow to-dos are deleted from Gong. Any associated non-flow to-dos created manually by you or other team members will not be deleted.
Which to-dos are supported in languages besides English?
Fully supported in languages besides English: call/meeting follow up, meeting confirmation, intro, no next meeting
Partially supported in languages besides English: nudge, response, back from OOO
For AI-generated follow-up emails, they are generated in the same language as the call.
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