Who's this for? Reps
Respond to prospects and customers quickly and professionally using Gong templates. Use company templates or create your own, adding variables so that you respond to clients in context. Use templates for call scripts, LinkedIn messages, and emails sent via Gong, which means you automatically track opens, link clicks, and more.
When you use templates, they’re already composed for you, so you just need to tweak them for the particular situation. Templates ensure that you don’t forget something important, like action items, next meetings, or relevant questions. They also make it easier to respond to specific use cases without having to reinvent the wheel. For example, you might want to send an email or use a call script that includes objection handling, mentions hobbies or sports teams, or refers to a holiday.
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YOUR TEMPLATES: These are the templates that you’ve created. If you duplicate any company templates and save them with changes, they’ll be here too.
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COMPANY TEMPLATES: These templates are available to everyone in your org. They can only be edited by people who are authorized to do so through their permission profile, but anyone can duplicate them and save them as their own templates.
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INFLUENCER TEMPLATES: Get inspiration from the best in the business with these ready-to-use templates from industry experts. Use them as is or edit them and save them as your own, like you would with company templates. They're available in your templates library, so you can start applying and customizing them right away.
You can modify an influencer template once you've saved it to 'your templates', or once you've selected it while writing an email.
The metrics you see for each influencer template are calculated based on your whole company's usage, not personal usage.
There are 4 ways to access your templates: via your My settings page, AI to-dos that allow you to write emails, through your company settings page, or via the Templates page under Engage.
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Via My Settings: Go to My Settings, scroll down to the Email section, and click Manage your email templates here.
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Via any AI to-do: Click the envelope icon on any AI to-do to open the email composer. Click TEMPLATES at the bottom left corner of the email to open the mini template manager. Navigate through the templates here or click MANAGE TEMPLATES.
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Via company settings: Go to your company settings page and click Email templates.
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Via the Templates page: Click Engage in the top menu bar and navigate to the Templates page on the left side.
There are 3 ways to use templates.
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Connect template by default: You can connect any template to an AI to-do via the Connect template to AI to-do field at the top of the template. Once the template is connected, it will be displayed by default with that AI to-do.
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Within the email composer: When you click Write Email from an AI to-do, you'll open the email composer. At the bottom of the screen, you'll see a Templates button. Click this button and you'll see a list of all of your templates. Choose any template and it will replace the current email content.
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When creating or editing a flow: For any type of flow step you’re working on, you’ll see a Use a Template button. Click here to search for and browse templates you might want to use. Choose any template and it will replace the current content.
Tip
Variables in Gong are grouped the same way they're grouped in your CRM. To avoid errors, use templates with variables that align with the entity you're reaching out to. For example, if you're emailing a lead, make sure you're using the "Lead First Name" variable instead of the "Contact First Name" variable.
Click Engage in the top menu and go to the Templates page. Click + New template to create a new one.
You can also create a new template within a specific folder by clicking + next to the folder name.
Note
Only Gong technical admins and business admins (or people who can manage general business settings) can edit company templates. These templates are available to everyone in your org, so any changes made to them can affect everyone.
Open templates via an AI to-do, the company settings page, or by going to Engage from the top menu and then opening the Templates page. Choose the template you want to edit from the panel on the left and edit. You can change the text, apply rich text formatting, add variables and emojis, and more.
You can also add in-line images to your email templates. Simply drag and drop an image or gif into the body of your email template.
You can add attachments to templates by clicking on the paperclip icon.
When adding an attachment to a template that hasn't been saved yet, you'll be prompted to save the template first in order to add the attachment.
Looking for a template that can help you handle a specific use case, like objection handling? Or maybe you'd like to find a template that refers to a specific holiday. You can search for templates that contain specific words using the search field in the top left corner. Search for any word in the name, subject or body of the template.
You can connect any template to an AI to-do and it will be shown whenever that to-do prompts you to write a message. The template will automatically be populated with the variables related to that AI to-do, such as the recipient’s name, the meeting title, and more. See a full list of the variables available in your templates.
See how a template is going to look in an email. To do this:
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Go to Engage > Templates
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Select the template you want to preview from the list on the left
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At the top right of the template window, click Preview
Note
If the template contains variables, variable data doesn't populate in preview. When you select the template while composing an email draft, variable data will populate
To see stats and info for a specific template, click the folder where the template is saved. You can see the following data for each template:
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Sent: Number of times messages were sent using this template.
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Opened: If a template was used in a message that was sent to 5 recipients and it was opened by 1 recipient, we count it as opened.
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Clicked link: If a template contains 1 or more links, and at least 1 recipient clicks one of them, we count it as a clicked link.
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AI to-do connection: This shows which AI to-do the template is connected to.
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Last modified: This shows the last time the template was saved, and who saved it.
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