Working with templates and blocks

Who can use this: Any team member

Available on: Gong Engage

Ideal for: Sales rep, Sales manager

Apply a template to fill your email with a pre-written draft or insert a block to add a reusable snippet at any point in your message.

Apply a template

Applying a template replaces the current email subject and body with the template's content, including any field placeholders, images, and attachments it contains.

To find the right template, browse by folder or search for any word in the template name, subject, or body using the search field in the top left corner.

Your library includes company templates, which are available to everyone in your company, and influencer templates, which are ready-to-use templates from industry experts. You can use influencer templates as is or edit them to your preferences, and you can duplicate them to create personal templates.

Apply a template in a one-off email

Apply a template when composing a one-off email from a contact, lead, or to-do.

To apply a template to an email:

1. Open an email draft from a contact, lead, account, or to-do.

2. In the email composer toolbar, click Insert content, then select Templates.

3. (Optional) Hover over a template and click Preview to see its content before applying.

4. Do one of the following:

   • To use a template, click Select on the template. The template replaces the email body.

   • To use a prompt instead, select a prompt. Gong generates the email subject and body.

5. Review and edit the email before sending.

Apply a template in a flow email step

When working through a manual email step in a flow, the same template picker is available in the email composer.

To apply a template in a flow email step when completing a manual email to-do:

1. From the left sidebar, click To-dos.

2. Hover over the flow email to-do you want to work on and click Write email.

3. In the email composer toolbar, click Templates, then do one of the following:

   • To use a template, select a template. The template replaces the email subject and body.

   • To use a prompt instead, select a prompt. Gong generates the email subject and body.

4. Review and edit the email before sending.

When configuring a manual or automated email step, you can use a saved template or prompt, or write a prompt directly in the step. Prompts are supported for manual and automated email steps, but not for reply email steps.

To apply a template in a flow email step when configuring a flow:

1. Open or create a flow.

2. Add or edit a manual or automated email step.

3. Select Templates.

4. Select the template or prompt you want to use from the library.

5. (Optional) To write a prompt directly in the step instead, enter your prompt instructions. They are used only for that step and are not saved for reuse.

Apply a template to a follow-up email

You can mark your personal templates for use in follow-up emails, and your admin can mark company templates. When generating a follow-up from the call page, you can filter the template list to show only templates marked for this purpose. Gong uses the selected template together with the call transcript to generate the follow-up email. To mark a template for follow-ups, see Manage templates and blocks.

To apply a template to a call follow-up email:

1. Open the call page for the call you want to generate a follow-up email for.

2. Click Generate follow-up email.

3. (Optional) Select the Only show templates enabled for follow-up emails checkbox to filter the list.

4. Select a template enabled for call follow-up emails, or generate the email with AI. Gong creates the email draft from the call transcript, using the template if you selected one.

5. Review and edit the email before sending.

Insert a block

Inserting a block adds a snippet at your cursor position in the email body. Unlike a template, it does not replace existing content.

Insert a block in an email

Insert a block when composing a one-off email from a contact, lead, or to-do.

To insert a block in an email:

1. Open an email draft.

2. Click in the body where you want the block to appear.

3. In the email composer toolbar, click Insert content and select Blocks.

4. (Optional) To find a block, search for any word in the block using the search field in the top left corner.

5. (Optional) Click Preview next to a block to see its content before inserting.

6. Click Insert block on the block. The block content appears at your cursor position.

Insert a block in a flow email step

When working through a manual email step in a flow, the block picker is available in the email composer.

To insert a block in a flow email step when completing a manual email to-do:

1. From the left sidebar, click To-dos.

2. Open the flow email to-do and click Write email.

3. Click in the email body to position your cursor.

4. Click Insert content in the toolbar and select Blocks.

5. Select a block to insert it at your cursor position.

To insert a block in a flow email step when configuring a flow:

1. Open or create a flow.

2. Add or edit a manual or automated email step.

3. Select Blocks.

4. Select the block you want to use.

Use templates and blocks in the Chrome extension

When you select a template or block in the Gong Chrome extension, field placeholders are grouped the same way they are grouped in your CRM. Recipient field placeholders are filled in automatically with details about the recipient, like their name, company name, or job title, when the message is sent.

Tip:

To avoid errors, use templates and blocks with recipient field placeholders that match the type of contact you are emailing. For example, if you are emailing a lead, use the "Lead First Name" field placeholder instead of the "Contact First Name" field placeholder.

Duplicate a template or block

You can't edit content shared with you unless you duplicate it. Company templates and blocks can be edited only by tech admins and team members with the permission to create and manage company templates and blocks. Duplicate a template or block to save a copy to your personal library, where you can edit it. You can also duplicate influencer templates to create personal templates.

To duplicate a template or block:

1. From the left sidebar, click Assets, and select Content templates or Content blocks.

2. Hover over the template or block you want to copy, and click the More actions icon.

3. Select Duplicate.

4. Select where you want to save the duplicate.

Frequently asked questions