How Engage exports data to your CRM

Note

Working with Gong Engage requires an Engage seat.

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

Dialer calls

For calls, see which information Gong exports here:

Sync calls to Salesforce

Sync calls to HubSpot

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.

Emails

For emails, see which information Gong exports here:

Sync emails to Salesforce

Sync emails to HubSpot

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.

LinkedIn connection requests & messages

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.

Custom flow tasks

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.

Call dispositions

Salesforce: call disposition is added as “call result”, a standard field

HubSpot: call disposition is added as “outcome”, a standard field

Flow fields

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

Associating Engage activity with contacts and leads in your CRM

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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