Sales rep, Sales manager
Gong Engage*
Rulesets are groups of rules applied to flows that allow you to manage flow behavior. Instead of configuring individual flow settings, your admin can set the behavior once and then apply it across multiple flows at scale.
Permissions
Whether or not you can create and manage rulesets depends on your permission profile. If you have permission to edit a flow, you can change its ruleset. All flows, including company flows and personal flows, have a ruleset. Each flow can only have one ruleset applied at a time.
Default ruleset
There is always one default ruleset. Whichever ruleset is set as the default is automatically applied to new flows. The ruleset for individual flows can be changed later by anyone who has permission to edit the flow.
Rulesets vs. automations
Every flow has a ruleset, which is a group of flow settings that define flow behavior, such as what happens when someone replies or reaches the end of a flow. Automations on the other hand can only be applied to company flows, not personal flows. Flow automations are actions triggered automatically when certain conditions are met, such as adding someone to a flow.
How to change a flow’s ruleset
Engage > Flows > Select flow > Settings
Click Change ruleset
Select the ruleset you want to use and click Select
Once applied, you can always change a flow’s ruleset as many times as needed. You cannot edit the ruleset directly from the flow, you can only change which ruleset is applied. Whether or not you can edit rulesets from the Rulesets page depends on your permission profile.
Which ruleset you apply to a flow determines the flow’s behavior, including:
Response handling. Controls what happens when someone replies, books a meeting, calls back, or their email bounces.
Customizable rules:
Set what happens when someone replies via email
Set what happens when someone books a meeting
Non-customizable rules:
When someone returns a call (answered or missed), pause the flow
When a recipient replies with an Out of Office message, snooze the flow step
One of the rules Gong provides automatically as part of every ruleset delays the next flow step when someone replies with an OOO email. The step will be delayed and the flow will remain paused until the return date, ensuring follow-ups resume only after the contact is expected to be back.
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 paused. The flow will continue as originally scheduled, even if the only replies are repeated automated OOO messages.
When an email bounces, pause the flow and create an email bounced to-do
*The features available to you depend on your company’s plan and your assigned seats.