Tech admin, Business admin
Gong Engage*
In this article, learn about how Engage models activity data in your CRM. To make sure Engage data is synced to your CRM correctly:
Complete the Engage setup steps, including selecting which data you want to export to your CRM and setting up an integration user in your CRM. Make sure they have the necessary permissions to the CRM objects that contain Engage data. See Salesforce fields the integration user needs access to
Set 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
Note:
If you change the flow field values or the person’s status in Salesforce, the new values are not synced to Gong.
Engage activities, which can be executed as one-offs or as steps in a flow, are exported to your CRM. These activities can include emails, calls, LinkedIn connection requests and messages, and tasks. Activities that are not executed as a part of a step in a flow are exported with standard fields, while activities that are executed as part of a step in a flow are exported with both standard fields and flow fields.
Open to-dos are not exported to the CRM, they’re only exported when marked as complete either manually or automatically depending on the to-do type.
This table describes how Engage to-do activities are exported to Salesforce:
To-do type | Exported when | Task subject | Task status | Task type |
|---|---|---|---|---|
Email is sent via the Gong email composer automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce | [Gong <email direction>] <email subject> | Completed | Email or Other depending on your settings | |
Calls - including short calls, attempted calls and calls not recorded | Call is made via the Gong Connect app, automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce | [Gong <call direction>]: <call title> - <call result> | Completed | Call |
Task | Task is manually marked as complete | [Gong] Engage task - <activity title> with <contact name> from <account name> | Completed | To-do or Other depending on your settings |
LinkedIn connection request | LinkedIn connection is manually marked as complete | [Gong] LinkedIn connect - <activity title> with <contact name> from <account name> | Completed | LinkedIn Message or Other depending on your settings |
LinkedIn message | LinkedIn message is manually marked as complete | [Gong] LinkedIn message with <contact name> from <account name> | Completed | LinkedIn Message or Other depending on your settings |
Engage data you can use to create reports in your CRM
The following table includes the information you need when building reports in your CRM using Engage activity data.
Activity in Gong | Telephony call | Web conference | Meeting | |
|---|---|---|---|---|
Subject | The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics | The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics |
| The email subject, includes details whether the email was outbound or inbound |
Type (Salesforce only) | Call | Call | Meeting | Empty |
Task Subtype | Task | Task | N/A | |
Call Outcome | The disposition (outcome) of the call as set by the call owner. Part of the metadata of a dialer call | N/A |
| N/A |
Status | Completed | Completed | N/A | Completed |
Related To | Opportunity | Opportunity | Opportunity | Opportunity |
Assigned To | Meeting owner | Meeting owner | Meeting owner | The Salesforce user associated with the Gong user |
Name | Contact/Lead Name | Contact/Lead Name | Contact/Lead Name | Contact/Lead Name |
Due Date | Date of the call | Date of the call | Date of the call | Date of the email |
Notes | Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call | Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call | Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call | Includes the following email details: The email 'from' and 'to' details, the time the email was sent, the body of the email, a link to the email activity in Gong |
Engage activities exported to your CRM
We don’t export to-dos, we export the activity and add the to-do information.
Dialer calls
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.
Emails
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.
LinkedIn connection requests & messages
For LinkedIn connection requests and messages, Gong exports the following information to Salesforce:
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:
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 in Salesforce
For custom flow tasks, Gong exports the following information to Salesforce:
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 |
Custom flow tasks in HubSpot
For custom flow tasks, Gong exports the following information to HubSpot:
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
Displaying flow fields in your CRM
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 one of the fields is not set up correctly, the activity will still be exported to your CRM, but the data for that field won’t be available.
Flow fields exported to Salesforce:
Salesforce object | API name | Name in CRM |
|---|---|---|
Contact/lead | Gong__Current_Flow_ID__c | Current Flow ID |
Contact/lead | Gong__Current_Flow_Name__c | Current Flow Name |
Contact/lead | Gong__Current_Flow_Status__c | Current Flow Status |
Contact/lead | Gong__Current_Flow_Step_Number__c | Current Flow Step Number |
Contact/lead | Gong__Current_Flow_Step_Type__c | Current Flow Step Type |
Contact/lead | Gong__Current_Flow_Task_Due_Date__c | Current Flow Task Due Date |
Contact/lead | Gong__Current_Flow_User_Name__c | Current Flow User Name |
Contact/lead | Gong__Flow_Execution_ID__c | Flow Execution ID |
Contact/lead | Gong__Actively_Being_in_a_Flow__c | Actively Being in a Flow |
Contact/lead | Gong_Added_to_Flow_Date__c | Date Added to Engage Flow |
Contact/lead | Gong_Engage_Flow_Owner__c | Engage Flow Owner |
Task/event | Gong__Current_Flow_ID__c | Current Flow ID |
Task/event | Gong__Flow_Execution_ID__c | Flow Execution ID |
Task/event | Gong__Current_Flow_Name__c | Current Flow Name |
Task/event | Gong__Current_Flow_Step_Number__C | Current Flow Step Number |
Flow fields exported to HubSpot:
Object | API name | Name in CRM |
|---|---|---|
Contact | gong_current_flow_id__c | Current Flow ID |
Contact | gong_current_flow_name__c | Current Flow Name |
Contact | gong_current_flow_status__c | Current Flow Status |
Contact | gong_current_flow_step_number__c | Current Flow Step Number |
Contact | gong_current_flow_step_type__c | Current Flow Step Type |
Contact | gong_current_flow_task_due_date__c | Current Flow Task Due Date |
Contact | gong_current_flow_user_name__c | Current Flow User Name |
Contact | gong_flow_execution_id__c | Flow Execution ID |
Contact | gong_actively_being_in_a_flow__c | Actively Being in a Flow |
Contact | gong_added_to_flow_date__c | Date Added to Engage Flow |
Contact | gong_engage_flow_owner__c | Engage Flow Owner |
Possible values for the 'Current flow status' field
Each flow status field value comes with additional details to give you more context about the flow history of the contact or lead. Once you’ve set up custom flow fields, which can be done manually or automatically via our managed app, you’ll have these values in your CRM. Learn more about possible values for the ‘Current flow status’ field.
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.
How does the CRM display information for people in multiple active flows?
Contact/Lead Objects: currently, only the flow a contact or lead has been in the longest, regardless of pauses, is displayed
Task/Event Objects: these fields populate normally with respect to each step in each flow the person is in
For people in multiple flows, the “Current Flow Name” field contain data for all the flows the contact or lead is in.
API consumption for exporting emails to Salesforce
It can take around 2 hours for emails to appear in your CRM. A single API call is consumed each time emails are exported to Salesforce.
*The features available to you depend on your company’s plan and your assigned seats.