Work with accounts in Engage

Who can use this: Any team member

Available on: Gong Engage

Ideal for: Sales rep, Sales manager

Work with everyone at one company from the Accounts page, and keep that company's contacts, activity, notes, CRM fields and AI brief in one place. Use it when you are focused on a single account, whether you are reaching out, catching up on an account you have inherited, or pausing outreach after a reply.

Open and navigate an account

Pick an account from the list and it opens in a panel beside it, with the name of whoever owns it at the top. The owner is mapped to the owner field in your CRM.

To open an account:

1. From the left sidebar, click Engagement, and select Accounts.

2. Click an account name in the left panel.

The account opens with these tabs across the top, and any integration tabs your company has enabled, such as Sales Navigator, Crossbeam or 6Sense:

• Contacts: Run outreach for everyone at the account. See below.

• To-dos: Everything outstanding for contacts at this account.

• Activity: The calls and emails across the whole account, not just one person. Add filters to view specific types of activity or smart trackers.

• Notes: Notes on the account, visible to your team.

• CRM: The account's CRM fields.

• Emails: Email history for the account.

At the top right of the account, + Add new creates a note, Account AI opens the account brief, and the More actions icon holds Open in CRM, Review account and Recommended contacts.

To find the accounts you want to work with, learn more about finding and prioritizing your accounts.

Work with contacts from an account

The Contacts tab is where you run outreach for everyone at this account. Each row gives you the person's name and title, their flow status, the actions you can take, and the last and next flow actions.

The Last flow action column tells you both what happened and how long ago, such as an email sent 59 days ago. The Next flow action column shows what is due next.

Each row carries the same actions as the People page:

• Add to flow: Click Add to flow, or use the chevron to choose which 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.

Click a contact's name to open their full panel, or hover over it to see details such as their email address and phone number. Learn more about viewing and managing contacts and leads.

To act on several contacts at once:

1. Open the account, and go to the Contacts tab.

2. Select the checkbox next to two or more contacts.

3. In the bar that appears, click Add to flow, Pause flow, Resume flow or Remove from flow.

Use the Search box above the list to find someone by name. By default the list is sorted by last modified or created, and the sort control next to the search box lets you change that.

To customize the columns:

1. Open the account, and go to the Contacts tab.

2. Click Manage columns.

3. Add, remove and reorganize columns to define what information you want to see.

You automatically have several columns defined by Gong, and you can add any column based on a field in your CRM.

Note:

The People page also lets you filter and work across companies and see leads. Learn more about finding contacts and leads.

Add and view notes about an account

Add notes about an account for you and your teammates to refer back to. All notes related to the account are presented in the Notes tab, sorted by date last edited.

To add a note:

1. From the left sidebar, click Engagement, and select Accounts.

2. Click + Add new at the top right, and select Note.

3. Link the note to the account. You can also link it to specific contacts.

Tip:

You can also add a note from the Notes tab inside a specific account.

Note:

Any team member with access to the account can see your note. Only the person who created a note can edit or delete it.

View and update CRM fields

View and update CRM fields for an account from the CRM tab. From here, you can update field values or open the account in your CRM.

By default, you see the CRM fields that your admin has configured for you and your team. Depending on your permissions, you can create your own personalized view to match your workflow and select which fields to display. Your personal view is saved automatically and only applies to your Gong account, so it doesn't affect what your teammates see.

If you see fields that are disabled, either you don't have permission to update or import them, or the field types aren't supported in Gong. If you don't have permission, contact your admin and ask them to either import the fields for you or update your permission so you can import CRM fields yourself.

Gong doesn't support rich text fields for HubSpot, or multiple checkbox fields for HubSpot and Salesforce.

Review account activity

Review an account's history before you reach out, or open it in your CRM, from the account's menu.

To review an account:

1. From the left sidebar, click Engagement, and select Accounts.

2. Click an account in the list on the left.

3. Click the More actions icon in the top right corner, and select what you want to do:

   • Open in CRM: Opens the account in your CRM.

   • Review account: Shows the account's related deals and activity timeline.

   • Recommended contacts: Suggests more people to reach. Learn more about getting recommended contacts in Engage.

In the timeline, scroll to see any communications exchanged by an account or an individual person. Each activity card gives an overview, and clicking a card shows more detail in the right pane.

Review AI summaries of outbound calls

As part of reviewing account activity, review calls quickly with AI summaries, visible when you open any outbound call. An AI summary includes:

• Basic call info: The date, length of the call and participants.

• Outcome: Whether a meeting was booked, whether you should follow up soon, or whether you reached the wrong person.

• Next step: Whether the call ended with an action item, such as "Send an email with meeting details" or "Follow up in 4 months". If there are no next steps, you see "No further action".

• Call brief: A short summary of the call.

• Prospect highlights: Anything the prospect said that may be helpful for follow up, such as someone being on holiday or recent layoffs.

Read an account brief

Account AI writes up where the account stands, drawn from the recent calls and emails across everyone at the company. Read it before a meeting, or when you have inherited an account and need to catch up quickly.

To read an account brief:

1. From the left sidebar, click Engagement, and select Accounts.

2. Open the account.

3. Click Account AI at the top right.

4. (Optional) Click Change brief to switch to a different brief.

A line under the brief's name tells you what it covers and how far back it looks, for example the whole account over the 90 days before your last conversation. Different briefs cover different ground, so that line changes when you change brief.

A brief comes in sections. A section with nothing to report says so rather than disappearing, so a line telling you nothing relevant was found means the brief worked and there was simply nothing there.

You can also ask your own question about recent calls and emails at this account in the field provided.

Note:

An account brief covers the account, not one person. For a brief on a single contact, open their panel and use the Briefs tab. Learn more about viewing and managing contacts and leads.

Pause outreach for a whole account

When someone at an account replies or books a meeting, stop the outreach going to their colleagues before one of them gets a cold email about something already in progress.

To pause outreach across an account:

1. From the left sidebar, click Engagement, and select Accounts.

2. Open the account.

3. Go to the Contacts tab.

4. Select the checkbox at the top of the list to select everyone, or select the people you want.

5. In the bar that appears, click Pause flow.

Tip:

Use Resume flow in the same bar to start them again. It is only available when someone you have selected is actually paused. When you work from a response to-do, you can also choose Pause flow for all account contacts to pause the whole account in one action.

Note:

This pauses the contacts you selected on the Contacts tab. Leads are on the People page. Learn more about finding contacts and leads.

Frequently asked questions