Capture mobile calls with Gong Connect

Who can use this: Any team member

Available on: Gong Foundation, Gong Engage

Ideal for: Sales rep, Sales manager

Gong Connect, Gong’s mobile dialer, is a VoIP service built into the Gong mobile app. It works over both Wi-Fi and cellular networks, automatically recording calls and incorporating them into Gong for analysis and visibility.

With Gong Connect, you can make and receive calls directly from the mobile app, ensuring key conversations with prospects and customers are captured, even when you’re away from your desk.

Users with an Engage seat have access to both the web and mobile dialer, including full inbound and outbound calling capabilities. Users without an Engage seat can use the mobile dialer with limited functionality (outbound calls are available only from a verified personal number).

Note:

This feature must be enabled by your Tech admin before it appears in the Gong mobile app. If you don’t see Gong Connect, it means it hasn’t been enabled for your account yet.

Getting started with Gong Connect

Before making or receiving calls, complete a short verification process in the Gong mobile app.

1. Download the latest version of the Gong mobile app.

   Get Gong on your mobile device

   • Download for Android here
   • Download for iOS here
   • Scan this QR code: 

   
   

2. Tap the Connect tab in the bottom navigation bar.

3. On the welcome screen, tap Let’s go and follow the registration wizard.

   

Users with an Engage license can skip the personal number verification steps below, as they can place calls using business or local numbers. Users without an Engage license must complete personal number verification to use Gong Connect.

1. Enter your personal mobile number and tap Next.

   

2. Confirm the number is correct and tap Yes, next. A verification code appears on screen. When you receive a call from the verification bot, provide the displayed code.

   Important:

   Your personal number is used only for one-time verification and as your caller ID. Gong does not use it for any other purpose.

Once verification is complete, you can start making and receiving calls in the app.

Make outbound calls

Outbound calls made through the Gong mobile app are automatically recorded, analyzed, and tracked in Gong, giving you full visibility into conversations even when you’re on the go.

To make an outbound call:

1. Tap the Gong Connect call button .

2. Choose one of the following:

   • Select a contact from your contact list or recent calls.

     

   • Use Free dial to manually enter a phone number.

     

Note:

• Only calls placed through the Gong app are recorded.

• Contacts synced from your connected CRM, as well as contacts you’ve emailed, are available in Gong Connect.

• Free-dial calls are recorded but aren’t automatically linked to a specific account or opportunity.

• Gong Connect supports multiple phone number formats, but you must always include the country and area code (for example: +1 (555) 555-1234).

Calls are placed from your personal number by default. If you’re an Engage user with a business number configured, you can place calls from that number instead.

During the call, you can mute yourself, use speaker mode, access the dial pad, or cancel the recording. If you cancel the recording, it’s permanently deleted.

After the call ends, you can set a call outcome.

Receive inbound calls on mobile

Engage users can receive inbound calls directly in the Gong mobile app. When a prospect or customer calls your business number, the call rings on both your desktop web dialer and your mobile device, so you can answer from wherever you are.

Why inbound calls on mobile matter:

• Never miss important callbacks: Answer calls while away from your desk or between meetings.

• Full caller context: See the caller’s name, title, company, and phone number (when available).

• Automatic recording: Inbound calls are recorded and logged in Gong just like outbound calls.

• No personal number required: Keep your personal number private while staying connected.

Setting up inbound calls

When you install the Gong mobile app, you’ll be prompted to grant the permissions required for inbound calling:

• Notifications (for incoming call alerts)

• Microphone (for recording audio)

• Phone call management

• Bluetooth connectivity (when applicable)

Once these permissions are granted, inbound calls are activated automatically in the app. Any personal forwarding number is deactivated to prevent calls from ringing in multiple places.

Important:

If notifications are deactivated, you’ll be prompted to enable them so you don’t miss incoming calls.

Answer inbound calls

When an inbound call comes in:

1. The call rings on both web and mobile, even if the app is in the background or your device is locked.

   iOS:

   

2. You’ll see available caller details, including:

   • Contact name (or Unknown)

   • Title and company name

   • Phone number (visible when the app is open)

   • Contact photo or initials

During the call, you can mute yourself, use speaker mode, open the dial pad, or cancel the recording. Canceling the recording permanently deletes it.

After the call ends, set a call outcome to complete the interaction.

Missed inbound calls

If an inbound call isn’t answered on either mobile or web:

• You’ll receive a missed call email with available caller details.

• The call appears in Recents with a Missed call status.

• Tapping the notification or recent call opens the dialer with the number pre-filled for easy callback.

If the call is answered on the web app, it won’t appear as a missed call on mobile.

App behavior and special scenarios

Inbound calling behaves consistently across different states:

• Device locked: You can answer the call, but in-call actions are limited until the device is unlocked.

• Session expired: Calls are still received and recorded based on company settings, but you must sign in again to use in-call controls.

• Signed out: Inbound calls aren’t received.

• Already on a call: You’ll see an End call & Answer option to switch to the new caller.

• Multiple contacts with the same number: A list of matching contacts is shown so you can identify the caller.

Call trust protocols and recording regulations

In the US and Canada, call trust protocols help protect against illegal robocalls and spoofing. These protocols may sometimes cause unidentified numbers to be flagged as spam. Here’s how to improve the likelihood that the calls you make via Gong Connect go through.

Important:

Call recording regulations vary by country and region. It’s your responsibility to comply with local consent laws.

Some US states require consent from more than one party. Gong plays a reminder before calls connect, prompting you to inform participants that the call is being recorded. You can always pause or delete the recording during the call.

Your company may also use different recording methods based on region or state.

FAQs