Working with to-dos

Sales rep

Gong Engage*

The to-dos you see in Engage are a combination of tasks and reminders that help you stay on top of your daily work.

• Emails

• Calls

• LinkedIn messages

• LinkedIn connection requests

• Custom tasks

To-dos can be generated several ways:

• 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.

• To-dos 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.

Calls that are less than 10 minutes long, or only include participants from your company, do not trigger a to-do to follow-up.

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.

• In your 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 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 to select what time of day you want to receive Slack notifications, or to opt out. If your admin switches Slack notifications off for your company, you won’t receive notifications, regardless of your personal setup.

How to sort and filter your to-do list

Engage > To-dos

By default, To-dos shows all to-dos that are overdue and due today, sorted by recent engagement. This means they're sorted according to who viewed an email or clicked on a link in an email in the last 30 days. To learn more about email tracking, see How does email tracking work?

Sort your to-do list

Sort your to-do list by:

• Account name. name of the associated account. If some of the to-dos are also associated with deals, the secondary sorter is deal name

• Date created/updated. date the to-do was created or updated

• Digital interaction count. number of email opens and clicks over the last 30 days

• Due date. due date of the to-do

• Flow name. name of the flow associated with the to-do, sorted by flow name and step number

• Flow step number. to-dos are grouped by step numbers, so you’ll see all step 1 to-dos first, then step 2 to-dos, etc. The secondary sorter is flow name

• Local time. linked contact/lead local time. The way local time is generated depends on what your admin has set up for your company

• Recent digital interactions. associated contacts or leads that had the most recent email opens and clicks. The engagement count for each contact is shown with a blue lightning bolt next to the contact name, showing you how many email opens and clicks that person had

Filter your to-do list

You can apply a variety of filters to help you prioritize your to-dos. For example, you may want to focus on certain to-dos based on which flow or step they’re related to, or focus on tasks related to people showing specific signs of interest using recent digital interactions. You may want to handle a bunch of calls due today, send out a bunch of LinkedIn messages in a row, or catch up on emails for the next hour. You can move between the tabs at the top left of To-dos to show all tasks, or tasks of a specific type.

Click Add filter to apply filters to your to-do list.

Filter your to-do list using Gong filters or by CRM entity:
Gong filters

CRM entity filters

How to see another team member’s to-dos

Engage > To-dos

To see what a team member has on their plate, select their name under the To-do assignee filter and get a view-only version of their to-do list.

Permissions for deals, emails, and calls are respected, meaning that any to-dos linked to deals or containing email or call information the team member doesn’t have permission to see will not be displayed. You’ll be notified if some to-dos are hidden due to your permission settings. If you’re not seeing to-dos and you think you should be, contact your admin.

How to action your to-dos

Engage > To-dos

Now that you know which tasks are most critical for today, you can start working through the items on your list. Depending on your role, executing tasks on your list might involve sending emails, making calls, sending LinkedIn messages and connection requests, and more.

Click on any part of the to-do to start working on it, including the due date, which you can change in-line. Unless the to-do is associated with a lead, click on the account or deal associated with the to-do for more information.

Once you’ve opened a to-do, use the Contact section on the right side of the window to get additional context about the person you’re reaching out to. You can add the person to a flow, pause their flow, change it to a different one, or remove them from a flow.

Handle to-dos in bulk

Work more efficiently using bulk actions instead of actioning your to-dos one by one. Start by selecting at least one to-do, which triggers the floating bulk actions menu bar to appear.

Bulk actions are only available when viewing your own to-dos. If you are viewing someone else’s to-dos, bulk actions are not available.

The bulk action bar includes the following actions:

• Start. opens selected to-dos in a queue (not available for the All tab)

• Mark as complete. marks selected to-dos as complete. When completing flow to-dos, the next step is generated automatically

• Update due date. updates due date for selected to-dos

• Dismiss. dismisses non-flow to-dos (available when only non-flow to-dos are selected)

• Skip step. skips flow step (available when only flow to-dos are selected). The next step is generated automatically

• Skip step/dismiss. skips flow step to-dos and dismisses non-flow to-dos (available when a mix of flow and non-flow to-dos is selected)

• Remove from flow. removes people from flows (available when only flow to-dos are selected)

• Pause flow. pauses flows (available when only flow to-dos are selected)

Handle to-dos consecutively

To help you work faster and stay focused, you may want to handle a number of to-dos in a row. This is available from all tabs in To-dos except for the All tab.

Sort them in a way that’s convenient for you, whether you want to sort by flow name, which groups to-dos by which flow they’re in and orders them by step number, or by associated account, which groups to-dos by account name and orders them according to deal name. As you work through your list, the next to-do on your list is opened for you as soon as you complete your current one.

You can also select the specific to-dos you want to work on and click Start in the bulk actions menu.

Don’t want to work on a particular to-do right now? Click Next to open the next one on the list. Click Previous to get back to the previous to-do.

Once a to-do is completed, dismissed, or skipped, it’s no longer part of the queue.

To work on a single to-do, either select it and click Start, or close the window when you're done.

Send an email

Any to-do that prompts you to write an email with opens the email composer. The first time you write an 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.

Emails sent from Gong can be tracked for email open and link click events depending on your company’s setup.

To make writing emails even quicker, take advantage of templates, inspiration from your teammates, the AI rephraser, and other tools available directly within the email composer.

Auto-send emails, which can be used in flows, won’t appear on your list of to-dos unless there are values missing for variables or the contact has no email address, in which case the step will become a regular email step in your list of to-dos.

If you send an email from your email client instead of sending it through the Gong email composer, the to-do is not marked as complete automatically.

To update CRM information while you're writing an email, go to the CRM tab inside the email composer. From here, you can efficiently update account and deal fields while handling your task.

Make a call

Any to-do that prompts you to make a call with opens the Gong dialer, so you can call people directly from Gong. These calls can be recorded, giving you the same analytics and insights as all recorded calls in Gong. While working on a call to-do, you can make call attempts without marking the to-do as complete, and then return to the open to-do later on.

To use the dialer, your admin must enable it for you, and must set business numbers that are available either to you specifically (assigned numbers) or to your entire team.

You can use templates for call scripts to make things easy when it comes time to dial someone.

To update CRM information while you're making a call, go to the CRM tab inside the dialer. From here, you can efficiently update account and deal fields while handling your task.

Send LinkedIn connection requests and messages

To send LinkedIn connection requests and messages from Gong, your admin must integrate LinkedIn Sales Navigator and Gong, and you must have a LinkedIn Sales Navigator Advanced or Advanced Plus license. If you don’t have a Sales Navigator license but want to move the contact along in the flow, simply mark the step as complete.

While writing your message, use the tabs on the right side to get context about the person or account you're engaging with. LinkedIn messages don’t auto-populate inside the LinkedIn section of the window. Instead, copy and paste the message from the Script section of the window into the LinkedIn message box.

You need to add a message to send the connection request. If the message box is blank, the connection request won't be sent.

When opening a LinkedIn to-do, you may notice that the wrong LinkedIn profile has been marked as a match in Gong, either by you or someone else on your team. If so, that person will continue to appear as a match until marked as "Not the right person". To do this, click on the user icon at the top right of the LinkedIn window and click Not the right person.

While both LinkedIn messages and LinkedIn connection request to-dos can be synced to your CRM, the option to Log this conversation to CRM is only available for messages and not for connection requests, and depends on which Sales Navigator plan you have. Sales Navigator Core & Advanced, there’s no option for CRM integration, and no "Log to CRM" feature. With Sales Navigator Advanced Plus, you have the option for full CRM integration, including "Log to CRM" for tracking interactions.

How to manage individual to-dos

Engage > To-dos

Dismiss or skip a to-do

To dismiss a Gong-recommended to-do or a one-off to-do, click on the right and click Dismiss.

Gong-recommended to-dos and one-off to-dos can be reopened for 7 days after they’ve been dismissed. If they’re not reopened in 7 days, they’ll be permanently deleted.

To skip a flow to-do, click on the right and click Skip step. This causes the contact or lead to skip this step in the flow.

Complete a to-do

To complete a to-do, click on the right and click Mark as complete. Gong-recommended to-dos can be reopened for 90 days after they’ve been completed. If they’re not reopened in 90 days, they’ll be permanently deleted.

You can also complete a Gong-recommended to-do or flow to-do while actioning it. Once you've opened a to-do window, click Complete on the bottom left. Learn more about actioning your to-dos.

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.

How to snooze flow to-dos while you’re away

Engage > To-dos

Coming back to your desk after time away can be challenging, even if you’re only away for a day or two. To avoid returning to a long list of overdue items and make sure nothing falls through the cracks, you can set scheduled snooze periods for your flow to-dos. Learn more about flow to-dos.

*The features available to you depend on your company’s plan and your assigned seats.