Set up company flows

Note

Working with Gong Engage requires an Engage seat.

Who's this for? Admins

Flows help your teams automate sales tasks by engaging with prospects and customers using a pre-determined series of actions. As an admin, you can set up company flows that your teams can either use as is, or duplicate and save as their own if they want to make changes.

Why use flows?

Flows offer a time-saving combination of automation and personalization when it comes to sales engagement.

Flows ensure that you’re engaging with all of the contacts you need to be, so none of your tasks fall through the cracks. They allow you to automatically space out your interactions so as not to bombard people, and keep your steps in the right order. For example, a flow might remind you to connect with someone via LinkedIn before you give them a call.

Flow steps can also include predefined templates, so you don’t have to rewrite the same messages or come up with call scripts each time you create a flow. You can focus your attention instead on personalized aspects of your messaging that best impact your conversion rates.

Flows also help ensure brand consistency, make it easier to personalize your messaging, and speed up employee onboarding by offering new employees an easy way to follow company best practices.

Types of flows

Your flows: These are the flows that reps can create for themselves. If reps duplicate any company flows and save them with changes, they’ll appear in this section.
Company flows: These flows are available to everyone in your org. They can only be edited by people who are authorized to do so through their permission profile, but anyone can duplicate them and save them as their own flows. Company flows are available to everyone in your org, so any changes you make can affect everyone.

Create a new flow

To create a new flow:

Go to Engage from the top menu bar and open the Flows page
At the top right, click +NEW FLOW
Starting from the top, click the pencil to give the flow a name
Start adding steps.

These are the types of steps you can add to a flow:
1. Email: To save time when writing emails, click Use a template to add a template to your flow step. You can also add variables to your email to make it more personalized. Learn more about using email templates and variables.
  
  You can also save time by generating your email draft with AI. Click Generate an email and select the type of email you want to use for that step. Gong will give you an AI-generated email draft that's personalized based on previous emails each time someone reaches that step in the flow.
  
  With regular emails, Engage will remind you that it’s time to send an email, and then you’ll edit it as needed and send it when you’re ready.
  
  If a contact or lead has multiple email addresses, Gong sends the flow step to the email listed first.
  
  For email steps that are not the first email in the flow, you can choose whether to send the email as a new thread or as a reply to the previous email step.
2. Auto-send email: With auto email steps, Engage sends the email automatically. Auto emails won’t appear on your list of to-dos unless there are values missing for variables, the contact has no email address, the email thread was lost, or your email account was disconnected, in which case the step will become a regular email step that appears on your list of to-dos for you to send manually.
  
  Auto-send emails are sent between 9:00 AM and 11:00 AM (according to the sender’s time zone) and on business days only (not Saturdays or Sundays).
  
  For email steps that are not the first email in the flow, you can choose whether to send the email as a new thread or as a reply to the previous email step.
  
  It's common practice to start a flow with an auto email as the first step so that it sends as soon as someone is added to the flow. To make sure this happens, the delay from flow start for that step should be set to '0 business days'. If someone is added to a flow before 9:00 AM of the sender's time zone, the email will go out at around 9:00 AM on the same day the person was added to the flow. If someone is added to a flow after 9:00 AM of the sender's time zone, the email is automatically sent within the next few minutes.
  
  If you add an auto email step after another step and set the delay to '0 business days', the auto email will go out a few minutes after the previous step is completed. It will not be delayed until 9:00 AM of the following day.
3. Call: The Gong dialer enables reps to call people directly from Gong. These calls can be recorded, giving you the same analytics and insights as all recorded calls in Gong. To use the dialer, you must first enable it for your team, and set business numbers that are available either to you individual reps (assigned numbers) or to your entire team.
  
  You can use templates for call scripts to make things easy when it comes time to dial someone.
4. LinkedIn connect and LinkedIn message: To use LinkedIn flow steps, you must integrate LinkedIn Sales Navigator and Gong, and you must have a LinkedIn Sales Navigator Advanced or Advanced Plus license.
5. Task: Tasks can be used as helpful reminders for completing any actions that aren’t necessarily email, call, or LinkedIn-related. You might create a task for sending someone a gift, preparing for an upcoming meeting, researching about a company, or any other action you want reps to complete outside of Gong.
As you add steps, you can set the delay between steps in business days.
Grab and drag the steps on the left to rearrange them. Note that once you add people to a flow, you can still edit flow steps, but you can't change their order.
Once you've added steps and ordered them the way you want, click Save.
Reps can now find and use this flow under Company flows.

Add attachments to a flow step

You can add attachments to flow steps by clicking on the paperclip icon. If you decide to use a template that has attachments, those attachments will automatically be added to your email draft, and can be removed.

When adding an attachment to a step in a flow that hasn't been saved yet, you'll be prompted to save the flow first in order to add the attachment.

If you add an attachment to the flow step and then add a template that has attachments, any attachments you previously added will be removed or replaced with the template's attachments.

Set up rules to automatically add and remove people from the flow

Now that you've set up a flow, you can set up rules so that people will be automatically added and removed from the flow. These editable automation rules can be set up for company flows only, not personal flows.

When reps duplicate a company flow and save it as their own personal flow, the rules that were set up for automatically adding people to that company flow don't carry over to the duplicated version.

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