Who's this for? Business admins & Tech admins
Whether you're new to Engage or want to make changes to your Engage setup, this article will walk you through how to configure Engage for your organization.
Even if someone in your organization is already using Engage, you will need your own seat to access Engage as an admin.
If you're new to Gong, here are the items you need to set up in order to get the most out of Engage.
Integrate your CRM system with Gong. Gong Engage is currently available for Salesforce and HubSpot users.
If you're new to Gong, you'll need to integrate with either Google Workspace or Office 365 so that calendar meetings and emails are picked up. This allows salespeople to see all their interactions across the timeline and drill down into every conversation within the deal to get the full story.
This setting is enabled by default, meaning you most likely won’t have to do anything.
To check that it's on, you can go to Company Settings and in the Data Capture section, select the email provider that you integrate with Gong (Google Workspace or Office 365). Under Connection Import Settings, make sure "Allow team members to send emails via Gong" is toggled on.
The first time a user clicks Write email, they'll need to give Gong permission to write emails on their behalf. This connection uses the existing OAuth connection with their email provider.
In addition to alerts about comments on calls, Gong's Slack integration can send users their daily Engage updates via Slack. Each user can install the Gong app in their Slack and configure their personal notification settings.
You can set company-wide Slack notification settings in Company settings > Notification settings.
If you're new to Engage but not new to Gong, check that you've completed the steps above before proceeding. If so, move on to the Engage-specific steps below.
Take the following steps to define how you want your CRM to work with Engage. Start by opening up the settings page by clicking your name at the top right > Company Settings > Engage CRM setup. Then, continue with the steps below:
Help us assign accounts and leads to reps in Engage
In the CRM assignment section, select the fields that represent account assignment and lead assignment in your CRM. We'll use the fields you provide to populate accounts and leads for each user on the Accounts and People pages under the 'Assigned to me' filter.
If you have multiple Salesforce mapped to a single Gong App user ID, notify your CSM so they can ensure your team's accounts are displayed properly.
Don't see the CRM field you need? Learn how to import it here:
We do not currently support Salesforce Account Teams.
As soon as you have an Engage license, Gong auto-imports CRM fields on your behalf that are related to contact/lead/account/deal ownership, contact/lead/account creation date, and contact/lead phone numbers and addresses.
By default, team members can only add CRM fields that have been imported to Gong by a tech admin. To allow team members to import and update CRM fields themselves, click your name at the top right and go to Company Settings > Permission profiles. Within the relevant permissions profile, enable Import CRM fields into Gong and Update CRM fields in Gong.
Define which contact and lead information you want to be displayed in Engage:
In the Contact info section, select the fields you use in your CRM to represent each category that you want to display in Engage. For example, under Contact email addresses, select the CRM fields you use to to hold email addresses for contacts. You can always go back and add more fields later, but you can't remove them.
Built-in CRM phone and email fields will always show up in Gong, but they won’t show labels (e.g., “Mobile”) unless they’re added to this page.
Custom phone and email fields won't show up in Engage at all unless they're added to this page.
Time zone: the fields you select for time zone must be in GMT format. This ensures consistency and simplifies the process of converting and comparing times across different regions. Time zone information should be represented using the standard Greenwich Mean Time (GMT) format, meaning time zone is indicated by a positive (+) or negative (-) offset from GMT.
GMT+2: Represents a time zone that is 2 hours ahead of GMT
GMT-5: Represents a time zone that is 5 hours behind GMT
GMT+0 or GMT-0: Represents a time zone that is the same as GMT
When users add new phone numbers and emails in Engage, fields are updated in the CRM in the order displayed here. If a field is already in use (e.g., Business Phone), a new entry goes to the next available field (e.g., Mobile Phone). If all fields are in use, additional entries won't save to your CRM until you add more fields here
Define your opt out sync settings
By default, opted out/do not contact status in Gong is not synced with the email opt out field in your CRM for contacts and leads. This means that by default, people that are marked as "do not contact" in Gong will not be marked as such in your CRM and vice versa.
In the Opt out section, you can turn on sync by checking the box next to "Sync opt out status in Gong with email opt out in your CRM."
If the checkbox is disabled, this means the email opt out field in your CRM for either contacts, leads, or both is not integrated with Gong. To integrate these fields, your organization's integration user will need to make them visible in your CRM. If you're not sure who your organization's integration user is, go to your company settings and click on your CRM. The integration user is listed under Account email.
Once checked, the opt out status of contacts and leads will be synced from Gong to your CRM and vice versa.
When you're ready, click Update at the bottom right to save the changes you made to your Engage CRM setup.
The Gong dialer enables your team to call people directly from Gong. To enable your team to start using the dialer, you must first enable the dialer for your company and get business numbers.
Give reps insight into what happens outside of calls and emails. In addition to digital interactions from Gong that show email opens and clicks, 3rd party digital interactions indicate when prospects interact with third-party apps integrated with Gong. Learn more about the action fields you can set when bringing digital interaction data into Gong's activity timeline.
Digital interactions are shown on the To-dos page and Pipeline page, so reps can time their outreach based on digital interaction data.
You can choose which Engage activity types you want to push to your CRM, some of which you can configure to be pushed for specific teams and team members only. To get all relevant context for each activity in your CRM, Engage requires you to set up custom flow fields.
To select which Engage activities to push to your CRM:
Click your name at the top right and go to Company settings
Under CRM, select Salesforce or HubSpot
Under Export to Salesforce or Export to HubSpot, select the activity types you want to push. For each activity type, you can choose whether you want to create one task for all contacts, or several tasks (one for each contact)
For Gong to export Engage activity data to your CRM, you need to set up custom flow fields.
Engage provides AI-based recommendations on who to reach out to for each account, so reps don't have to jump between tools when sourcing contacts. See this for more details on how recommended contacts work in Engage.
To enable reps to see recommended contacts:
Click your name at the top right and go to Company settings
Under People, go to Permission profiles
Choose the profile you want to have access to recommended contacts
Make sure Update CRM fields in Gong is checked and click Update profile at the bottom of the page
Any reps with that permission profile will now have access to recommended contacts.
This integration lets your teams access a Sales Nav iFrame from inside Gong. This is applicable when executing to-dos that are either LinkedIn connection requests or LinkedIn messages.
To set up the integration:
Go to the Gong integrations page for LinkedIn Sales Navigator and click Connect
Back in Gong, click your name at the top right and go to Company Settings > Ecosystem > Integrations
Click LinkedIn Sales Navigator and toggle on Connection
Using Sales Navigator is now available to everyone in your organization.
Note that the first time a user clicks View in Sales Navigator, they'll need to sign in to their LinkedIn account.
To ensure reps have the ability to edit phone numbers, email addresses, and CRM fields from Engage, make sure Update CRM fields in Gong is checked in their permission profile:
What is it? Engage Rephraser helps you write better emails faster by giving you rephrasing suggestions according to the tone you want to use.
How do I start? To accept the terms of service and start using this feature for your organization, contact your CSM.