Make calls with Gong

Note

Working with Gong Engage requires an Engage seat.

Who's this for? Reps

Easily dial people and log call details, straight from the Gong web app or mobile app. These calls can be recorded, giving you the same analytics and insights as all recorded calls in Gong.

To use the dialer on either the web app or mobile app, you must have an Engage license. Your admin must enable the dialer for you, and must set business numbers that are available either to you specifically (assigned numbers) or to your entire team.

Twilio is the underlying service that establishes the call for both web and mobile calls made with the Gong dialer.

Where to go to use the dialer

From any to-dos that prompt you to make a call
From the People page: if the next action for someone is a call, click Call to open the dialer
Hover over a person's name on any page in Engage and click Call
Click on someone's name on any page in Engage to open person view. From here, click on the phone icon to open the dialer

Numbers you can call from

At the top, you’ll see the number you’re calling from. You may be able to choose from several numbers. These may include:

Assigned number: Numbers assigned to you specifically by your manager or admin
Personal number: A number that you or your admin has entered, that you verify personally from your own mobile device. It's not recommended to use your personal number for outbound calls as personal numbers are often labeled as spam when used with the dialer. We recommend using virtual numbers for outbound calls and personal numbers for inbound calls, as the forwarding number
Unassigned numbers: Numbers available to everyone in your company. When you make calls from an unassigned number, the person cannot call you back directly, but they can call back to a forwarding number, if your admin has set one.

Gong's dialer, whether you're using it from web or mobile, will not sync with another phone such as a desk phone for outbound calls.

Can I refresh an assigned number?

You can refresh each number that was provisioned to you up to 10 times. Refreshing a number prevents it from showing up as spam. From inside the Gong dialer, click on the dropdown next to Calling from and at the bottom of the list, click Manage my business numbers.

Numbers you can call to

If we already have a number for the person you're calling, it will appear in the drop-down menu below their name. If there are multiple numbers for the contact, you'll see them all here. You can also free dial a number and click Call.

Can I make international calls?

You can make calls within your continent. If you have a US number, you can call the US and Canada. EMEA numbers can call other EMEA numbers.

To make calls outside of your continent, your admin must provision the relevant business numbers. For example, if you're located in the US but you want to dial UK numbers, your admin must provision a UK number for you. This helps with conversion rates as call recipients are more likely to pick up calls from numbers within their locale.

Recording a call

Calls within the USA and Canada aren't automatically recorded by the Gong dialer by default. Your admin can set your system up to automatically record calls and you can exclude specific area codes as necessary.

If you're calling a number outside of the US or Canada, calls are not automatically recorded. When making calls to numbers that are not automatically recorded, you need to manually start the recording if you want to record the call. A blue banner is shown stating that you have the option to initiate recording. To do this, press Record as soon as the call connects to the receiver.

Asking for consent

Remember to ask for consent when required, and note that you can always pause or cancel the recording during the call. (Once the call is completed, you cannot delete the recording, unless you have permission to do so.)

Actions you can take during the call

During the call, you can take any of the following actions:

Record call
Pause / cancel recording
Use the keypad
Mute yourself
Take notes
Get information about the account/person you're calling
Set call outcome: mandatory when making a call as a part of a flow step, optional for one-off calls
If accessing the dialer from a flow step, see your last email and/or script

Define your Audio Settings

Your browser settings should be set to allow using a microphone. You can set the microphone and speaker you want to use when making a call as follows:

When making a call, click to the right of the Calling from phone number.
Select the speaker and microphone you want to use. Test the sound as needed.
Select whether you want the following:
- Echo cancellation: reduces background noise and echo for improved call clarity
- Noise suppression: minimizes background noise interference during calls
- Automatic gain control: adjusts audio levels and ensures consistent audio quality throughout the call
Click Done.

Choose a call outcome

When making a call as a part of a step in a flow, you must set a call outcome. For one-off calls, setting the outcome is not required. You can set the outcome during the call or after it.

You have the following outcomes to choose from:

Call result: No answer

No voicemail: Rep doesn’t leave a voicemail
Left voicemail: Rep leaves a voicemail
Not in service: Number is not in service
Busy: Line is busy

Call result: Answered

Follow up: Person asks for more information, asks to call back, or hasn't decided yet
Meeting booked: Person agrees to meet, or seller sends an invite
Bad timing: Person says they're not interested right now or in the near future
Has a solution: Person says they have a solution with a competitor
Bad persona: Person says they are not the right person, and doesn’t provide a referral
Wrong number: Number is wrong
Gave referral: Person directs to someone else
Bad fit: One of the sides says it's a bad fit
Opt out: Person asks not to be contacted again
Hung up: Person hangs up
Gatekeeper: Gatekeeper answers and user can't reach targeted person
Not interested (other): Person says they're not interested

Set a forwarding number for incoming calls

If you have at least 1 business number assigned to you, you can set your own forwarding number so people can call you back. To do this:

Go to My Settings and scroll to Gong Connect.
Here, you’ll see whether Gong Connect is enabled by your admin, how many business numbers are assigned to you directly, and whether your company has set a default forwarding number.
To set your own forwarding number, click Set personal forwarding number, then enter your mobile number and click Call me to verify it. If you’ve made calls from your personal number, or from a number that your admin assigned to you, this is the number to which calls will be directed if people call you back. If you’ve called people using a number that is available to your whole team, return calls will not be directed to this number.

Take notes about a call

While making a call in the dialer, the lower section on the left is your space to take down notes that you and your teammates can refer back to. The note is already linked to the contact you’re calling, so all you need to do is start typing.

To see previous notes about the contact you’re calling or the account they’re connected to, click Notes on the right side of the dialer.

Review and update contact details

From the right-side menu, click Contact to get more context about the person you're talking to. See recent activity with the person, mark a phone number as valid or invalid, and more.

Mark someone as do not contact

If someone you’re on a call with asks to be opted out of future calls and emails, you can mark them as do not contact by selecting the Opt out call outcome in the dialer.

Marking a contact as opted out removes them from any flow they’re currently in. They won’t be added to flows via automatic rules while marked as do not contact. Learn more about marking someone as do not contact.

Use the Gong dialer from the Gong mobile app

You can make and record calls on the go using a VoIP service within the Gong mobile app. If your admin has enabled mobile calling for your team, you can learn how to start using the dialer from mobile.

Export dialer calls to your CRM

This feature is currently available for Salesforce and HubSpot. Ask your admin to configure it in Company Settings > CRM > Salesforce or HubSpot settings.

Delete a call

Anyone can delete a call if enabled to do so in their permission profile. Learn how to delete a recorded call.

Gong dialer FAQs

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