Write and send emails from Engage

Who can use this: Any team member

Available on: Gong Engage

Ideal for: Sales rep, Sales manager

Write a one-off email to a contact or lead from Engage using the email composer. It sends through your connected Gmail or Office 365 account, so the email appears in your Sent folder as usual. Start from scratch or from a template, a prompt or a block, then send straight away or schedule it.

Before you begin

You need an Engage license, and your email account has to be connected with write permission. Learn more about connecting your email and choosing your sender address.

Write and send an email

To write and send an email:

1. Start an email from one of the following:

   • A to-do: Click Write email on a to-do that prompts you to email someone. A flow can also have an email step.

   • The People page: From the left sidebar, click Engagement, and select People. In the Actions column, click the envelope icon on the person's row.

   • A name: Hover over someone's name anywhere in Engage and click Email.

   • A person's panel: Click someone's name to open their panel, then click the envelope icon. The same icon is on the Contacts tab of an account.

   • An account: At the top right of the account, click the More actions icon and select Write email.

2. In the To field, check that the recipient's email address is the one you want to use.

3. Enter a subject in the Subject field.

4. Write your message in the body.

5. (Optional) Click one of the buttons in the left panel to start from existing content:

   • Templates: Ready-written emails from you, your admin, your teammates and Gong. Each card shows how many times it has been sent and its open rate.

   • Prompts: Instructions that tell AI what to write. Pick one and AI drafts the body for you.

   • Blocks: Reusable pieces of copy you drop into part of an email.

   • Inspiration: Emails you or your teammates have already sent. Search by sender, words or phrases, and switch between Team emails and Your emails.

6. (Optional) Click the paperclip icon below the body to attach a file.

7. Send the email, or schedule it:

   • To send now, click Send.

   • To schedule it, click the chevron next to Send and pick one of the suggested times, or click Choose custom time, set a date and time, and click Schedule send.

The email opens pre-filled with key details such as the contacts and, where relevant, suggested text that you can edit freely. Each time you start an email, Gong saves a draft you can find in Messages. Once sent, the email appears in your email provider's Sent folder and in Messages. A scheduled email sits in the Scheduled tab until it sends, and you can send it early, reschedule it or cancel it from there. Learn more about managing your email messages and scheduling emails.

Tip:

Gong saves the subject lines you use, so you can select a saved one in the Subject field to reuse it.

Note:

The email body, including inline images and GIFs, can be up to 3 MB. The whole email including attachments can be up to 20 MB. Gong tells you in the composer if you go over.

Note:

Once sent, an email cannot be recalled through Gong.

Note:

Replying from Gmail or Outlook instead of the Gong composer does not complete the flow to-do, so use the composer when a to-do is waiting on the email.

Note:

If the composer does not open or Send is unavailable, ask your admin to check your email connection and permissions.

What's in the composer

Alongside the email itself, the composer shows context from the deal, call or email thread behind it:

• Deal info: Click Deal info in the right-side menu to see the contacts sorted by activity level and past events on the deal, and to view and edit CRM fields such as amount, close date and stage.

• Call info or Last email: Depending on what led to the email, this section shows the last call's details, including next steps, or the last email thread.

• Variables and placeholders: Variables fill in automatically from the recipient or account. A placeholder is any text in curly brackets that you replace before the email goes out. Gong warns you if you try to send with a placeholder left in or a variable that has no value.

Learn more about formatting your emails, writing emails with AI, and your email signature.

Fill in your scheduling links

Set your scheduling links once, so templates and prompts that use them have something to fill in.

To add your scheduling links:

1. In the top toolbar, click your initials, and select My settings.

2. In the Emails section, click Manage custom field placeholders.

3. Enter the URL for your primary scheduling link, and for any of the other four slots you want to use.

4. (Optional) Click Test this link next to each one to check it opens what you expect.

Edit an auto email

Auto emails in a flow send at their scheduled time. Before one sends, you can edit it from your to-dos. If it can't send, Gong turns it into a manual email so you can fix it and send it yourself.

To edit an auto email:

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

2. Open the email:

   • If it hasn't sent yet, find it in the list and click Edit auto email.

   • If it failed to send, open the Flow errors tab, find it and click Edit email.

3. Make your changes in the composer.

4. Send or schedule the email:

   • To send now, click Send.

   • To schedule it, click the chevron next to Send and pick a time.

Learn more about troubleshooting email sending in Engage, including why auto emails fail, and email sending limits.

Frequently asked questions