Scale your outreach with flows

When you duplicate a company flow and save it as your own personal flow, the rules that were set up for automatically adding people to that company flow don't carry over to the duplicated version.

To duplicate a company flow and save it as your own:

1. Go to Engage from the top menu bar and open the Flows page

2. Scroll to your Company flows folder

3. Hover over the flow you want to duplicate. Click and select Duplicate

4. Choose the folder where you want the duplicated flow to live

5. Open the duplicated flow to edit it.

To create a new flow from scratch:

You can add attachments to flow steps by clicking on the paperclip icon. If you decide to use a template that has attachments, those attachments will automatically be added to your email draft, and can be removed.

When adding an attachment to a step in a flow that hasn't been saved yet, you'll be prompted to save the flow first in order to add the attachment.

If you add an attachment to the flow step and then add a template that has attachments, any attachments you previously added will be removed or replaced with the template's attachments.

Contacts and leads from your CRM are automatically synced into Gong so you can add them to flows. You do not need to be a contact or lead owner to add them to a flow.

Add people manually

From the Accounts and People pages, you can add someone to a flow by clicking +Add next to their name.

On the People page, add multiple people at once by selecting the checkbox to the left of their names, and then from the Actions menu, choose Add to flow.

You can also add people to a flow from person view. Click on their name anywhere in Engage to open person view, then click +Add to flow if they're not already in one.

You can add recommended contacts to a flow the same way as long as you have their email address, so you may need to reveal an email address from a data provider or add one via the CRM updater first.

Add people automatically

For company flows, technical and business admins can set up rules for adding people to a flow automatically based on selected triggers and CRM fields. Rules for adding people automatically can only be created for company flows, not personal flows.

If you remove someone from a flow and then add them back in, they will start from the beginning of the flow.

Remove individual people manually

From the Accounts and People pages, look for the green In flow label next to any contact or lead's name. Click the green label to manage that person's flow.

From the To-dos page, you can also click and then click Remove person from flow.

To remove multiple people at once, go to the People page and select the checkbox to the left of their names, and then from the Actions menu, choose Remove from flow.

Removing people automatically

All company and personal flows have built-in rules for automatically managing people in the flow according to certain actions. These built-in rules are listed below.

If a flow is paused and then resumed, it will resume from the step in the flow where the person was at the time of the pause. After 30 days, anyone who is still paused in a flow will be automatically removed from the flow.

Pause individual people manually

There are a few different ways you can pause a flow for an individual person:

Pause all account contacts in their flow

If there are multiple contacts in an account that are currently active in flows, you can pause them all in their flows in one go. You can do this directly from a response to-do, when someone responds to an email that was sent from a flow.

On the To-dos page, you'll see the response to-do showing you who responded to an email sent from a flow. At the far right of the to-do, click the more menu, and then click Pause flow for all account contacts.

After 30 days, anyone who is still paused in a flow will be automatically removed.

Pause people automatically

All flows come with a set of built-in rules that help you manage contacts and leads without missing potential opportunities for engagement. These rules automatically pause someone in their flow when:

Resume someone's flow

Let's say someone was paused in their flow, either manually or automatically, but you want to resume it for them so they'll continue receiving communications from the flow.

This can be done in 2 ways:

At the far right of the to-do, click the more menu, and then click Resume flow for this person.

• From the Response to-do: If someone responds to an email sent from a flow, you'll get a Response to-do on your To-dos page letting you know the flow has been paused for this person. Other contacts and leads who are also active in this flow are not affected.

• From the yellow Paused label: From anywhere in Engage that gives you a list of contacts and leads, such as the Accounts and People pages, people whose flows are paused are marked with a yellow Paused label. Click on the label to resume the flow, remove them from the flow, or select a different flow. From here, you can also see who paused the person's flow and when.

After 30 days, anyone who is still paused in a flow will be automatically removed from the flow.

For personal flows, you have the option to add an unsubscribe link to all email steps in the flow. When toggled on, each email in the flow has a note at the bottom:

”If you no longer wish to receive these emails, unsubscribe"

Any time someone clicks on the link, they're removed from the flow and labeled as "do not contact".

To add an unsubscribe link, open the flow you want to edit, go to the Rules tab and toggle the unsubscribe rule on.

All company and personal flows have the following built-in rules for automatically managing people according to certain actions. These rules are based on best practices and ensure that you're reaching out to people at the right time without spamming them.

If someone is already in a flow but you want to put them into a different one instead, you'll need to remove them from the flow they're currently in first.

You can do this from the Accounts page or People page. Click on the green In flow label next to any contact or lead's name. Remove them from their current flow, and then select the new flow you want to add them to.

Sending a large number of emails all at once may raise red flags for Internet service providers. To help your company maintain a healthy sender reputation and avoid getting marked as spam, your admin can set up flow email limits for the following categories:

What happens if you reach an email limit?

While all types of emails count towards reaching the limit, once it is reached, only flow emails will be limited. This means you can continue sending manual emails once the limit is reached.

Flow emails: Edit the email or schedule it to be sent another day

Auto send flow emails: These will be automatically snoozed and sent on the next available business day

Non-flow emails: Even if you reach a limit, you can still send a manual email to someone

In addition to setting email limits, Gong offers more strategies you can use for ensuring your emails are delivered successfully.