Who's this for? Reps, Managers, Admins
In this article, learn about how Engage models activity data in your CRM.
Engage activities are exported as tasks to your CRM, whether they’re executed as one-offs or as steps in a flow. If an activity is executed as part of a step in a flow, it gets exported with its standard fields and flow fields.
To successfully export Engage data to your CRM, make sure you’ve completed the Engage setup steps first, including selecting which data you want to export to your CRM and setting up custom flow fields. The flow fields will not be applied retroactively to any flow-related activity that took place before the flow fields were set up in your CRM.
Here are the different types of Engage activities that will be pushed to your CRM:
Types of activity you can push to your CRM
Activity type |
CRM |
Export to CRM trigger |
---|---|---|
Dialer calls |
Salesforce HubSpot Gong for Salesforce |
Making a call attempt |
Call dispositions |
Salesforce HubSpot |
Metadata of a dialer call |
Emails |
Salesforce HubSpot |
Sending an email |
LinkedIn connection requests |
Salesforce HubSpot |
Marking a flow step complete |
LinkedIn messages |
Salesforce HubSpot |
Marking a flow step complete |
Custom flow tasks |
Salesforce HubSpot |
Marking a flow step complete |
One-off to-dos |
Salesforce HubSpot |
Marking one-off to-do complete |
For calls, see which information Gong exports here:
If the call is part of a step in a flow, flow fields will be exported in addition to the standard fields.
Dialer calls include recorded calls, non-recorded calls, and call attempts. The call record that gets exported to your CRM includes Call Spotlight. Call Spotlight is shown for any contact/lead-facing call made via any dialer in English.
If 5 call attempts are made to 1 person, 5 records will be created in your CRM. In the same way, if 5 call attempts are made as a part of a step in a flow, 5 records are created that include the flow activity fields listed above.
For emails, see which information Gong exports here:
If the email is part of a step in a flow, flow fields will be exported in addition to the standard fields.
You can choose whether to export 1 email as 1 task, or 1 email as multiple tasks.
For LinkedIn connection requests and messages, Gong exports the following information to Salesforce:
Fields Gong exports to Salesforce for LinkedIn connection requests and messages
Field |
Value |
---|---|
Subject |
The message subject For example: ‘[Gong] LinkedIn message with Johnny Appleseed’ |
Status |
Completed |
Due date |
Date the to-do was marked as complete |
Assigned to |
Person who completed the to-do |
Account/opportunity |
Account |
Contact/lead |
Contact or lead |
For LinkedIn connection requests and messages, Gong exports the following information to HubSpot:
Fields Gong exports to HubSpot for LinkedIn connection requests and messages
Field |
Value |
---|---|
Subject (or message if there is no subject) |
The message subject For example: ‘[Gong] LinkedIn message with Johnny Appleseed’ |
Date |
Date the to-do was marked as complete |
Assigned to |
Person who completed the to-do |
Associated account & opportunity |
Account |
Associated contact |
Contact |
If the LinkedIn connection request or message is part of a step in a flow, flow fields will be exported in addition to the standard fields.
For custom flow tasks, Gong exports the following information to Salesforce:
Fields Gong exports to Salesforce for custom flow tasks
Field |
Value |
---|---|
Subject |
Activity subject For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’ |
Status |
Completed |
Due date |
Date the to-do was marked as complete |
Assigned to |
Person who completed the to-do |
Account/opportunity |
Account |
Contact/lead |
Contact or lead |
For custom flow tasks, Gong exports the following information to HubSpot:
Fields Gong exports to HubSpot for custom flow tasks
Field |
Value |
---|---|
Subject (or message if there is no subject) |
Activity subject For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’ |
Status |
Completed |
Date |
Date the to-do was marked as complete |
Assigned to |
Person who completed the to-do |
Associated account & opportunity |
Account |
Associated contact |
Contact |
If the custom flow task is part of a step in a flow, flow fields will be exported in addition to the standard fields.
Salesforce: call disposition is added as “call result”, a standard field
HubSpot: call disposition is added as “outcome”, a standard field
If any activity is part of a step in a flow, Gong exports the following fields in addition to each activity’s standard fields. These fields need to be set up by an admin in your CRM, not in Gong.
One-off activities that are executed as a step in a flow, such as a call, email, or to-do, will be exported without the flow activity fields.
It’s important to set up these fields exactly as they’re written. If even 1 of the fields is not set up correctly, the activity will still be pushed to your CRM, but without any of the flow fields.
Fields Gong exports to your CRM for activities that are executed as a step in a flow
Object |
API name |
Name in CRM |
---|---|---|
Salesforce: Contact/lead HubSpot: Contact |
Gong__Current_Flow_ID__c |
Current Flow ID |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Current_Flow_Name__c |
Current Flow Name |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Current_Flow_Status__c |
Current Flow Status |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Current_Flow_Step_Number__c |
Current Flow Step Number |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Current_Flow_Step_Type__c |
Current Flow Step Type |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Current_Flow_Task_Due_Date__c |
Current Flow Task Due Date |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Current_Flow_User_Name__c |
Current Flow User Name |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Flow_Execution_ID__c |
Flow Execution ID |
Salesforce: Contact/lead HubSpot: Contact |
Gong__Actively_Being_in_a_Flow__c |
Actively Being in a Flow |
Salesforce: Calls/meetings/notes HubSpot: Task |
Gong__Current_Flow_ID__c |
Current Flow ID |
Salesforce: Calls/meetings/notes HubSpot: Task |
Gong__Flow_Execution_ID__c |
Flow Execution ID |
Salesforce: Calls/meetings/notes HubSpot: Task |
Gong__Current_Flow_Name__c |
Current Flow Name |
Salesforce: Calls/meetings/notes HubSpot: Task |
Gong__Current_Flow_Step_Number__C |
Current Flow Step Number |
Possible values for the 'Current flow status' field
Value |
Description |
---|---|
Active |
The contact/lead is active in the flow |
Paused |
The contact/lead is in a flow that was paused, either manually or automatically |
Opted out |
The contact/lead was removed from a flow because they were marked as 'Opted Out' |
Removed |
The contact/lead was removed from a flow (not because they were marked as 'Opted Out') |
Completed |
The contact/lead completed the last step of the flow |
Removed Response |
The contact/lead was removed from the flow because an email reply was received |
Let’s say a rep reaches out to someone via LinkedIn, but that person writes back to the rep from their email address or calls from a mobile number. If that email address or phone number isn’t already in your CRM, the activity won’t be associated with that person’s contact record. If the email address or phone number is in the CRM under that contact, we’ll connect the activity to the contact.
If the rep updates the contact information with that email address or phone number, either from Gong or the CRM, the activity will retroactively be associated with that contact and flow. The activity will also be counted as a reply for that flow.
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