Who's this for? Reps
Engage uses Gong's AI to identify potential actions you might want to take when engaging with potential customers. With Gong letting you know about these actions, there's less of a chance that a follow-up action will slip through the cracks.
While not currently customizable, the timing for AI to-dos is based on best practices. You can take action directly from an AI to-do by clicking Write email.
Note that AI to-dos are not triggered by internal email responses. For example, let's say you send an email to a lead and cc your manager. If your manager replies to this email, you won't receive an AI to-do. If the lead replies to this email, you will receive an AI to-do.
Where will I see AI to-dos?
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Throughout Engage: On the Pipeline page, on individual deal pages, on the Accounts page, and on the To-Dos page
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Email and mobile: In addition to the to-dos you see in Gong, you'll receive a daily email and mobile notification with a summary of your new and open to-dos. This email is sent once a day. You can select when you want to receive it in My Notifications under your profile in Gong.
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Slack: You can also get a Slack notification once a day about open to-dos from the last 24 hours. You'll see this notification on both Slack desktop and mobile. If you click a to-do from your desktop, you’ll be directed to Engage. From mobile, you’ll be directed to the Gong mobile app.
To receive Slack notifications, your admin should set up an integration between Slack and Gong. You’ll also need to check with your admin that Engage Slack notifications are turned on at the company level.
Go to My Notifications under your profile in Gong to select what time of day you want to receive Slack notifications, or to opt out. If your admin toggles Slack notifications off for your company, you won’t receive notifications, regardless of your personal setup.
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On call pages: See any AI to-dos relating to specific calls on the call page via the right panel.
How long do AI to-dos appear for?
AI-to-dos are removed after 7 days in order to keep your task list current and relevant, except for the Response AI to-do which is removed after 30 days.
To view all of your open AI to-dos, click in the upper right corner.
Engage currently provides the following AI to-dos. Stay tuned for more.
Following up on phone calls and web meetings with an email keeps the conversation fresh and open. This to-do:
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Reminds you that you had a call or meeting with someone, and when it was
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Includes their company name
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Includes any action items that were discussed during the call
From here, you can review the call/meeting details or write an email to the people who were on the call. The email includes AI-generated suggested follow-up text and a link to the call that expires in 5 days. The AI-generated email draft is generated based on the transcript of the call or meeting.
This to-do is removed after 7 days.
Note
There are two versions of this to-do, one for recorded calls and one for non-recorded meetings. Email follow-up templates for recorded calls include a link to the call itself, while templates for non-recorded meetings do not.
To keep your deals moving forward, it's important that you get back to people quickly when they email you. This to-do helps to make sure you never miss an important email. It shows you:
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That someone emailed you
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Which company they're from
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A snippet of the email they sent
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When the email was sent
From there you can view the email or write a response.
This to-do is removed after 7 days.
When will I get an email to-do reminder?
If you receive an email that you should respond to and you don't respond within 30 minutes, a to-do is created for you.
What kind of emails generate to-dos?
We'll only remind you about emails that you should be replying to in order to keep the deal moving forward. A to-do is only created for deals that haven't closed (lost/won). Gong's AI is selective about which emails are response worthy, so don't worry, you won't get spammed with reminders.
Who gets email to-do reminders?
Only owners of an opportunity get email to-do reminders for their opportunities.
When you send an email and receive an Out of Office reply, you'll want to follow up with people when they're back in the office. The Back from OOO to-do reminds you when someone is back, based on the dates in their Out of Office message. You'll receive this to-do:
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The morning after someone returns to the office. This is so you aren't sending them an email as soon as they return when they are probably flooded with other emails.
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If the deal is not closed.
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If you haven't sent an email to the person in the last 3 days.
The to-do is automatically dismissed if you send an email or if 14 days have passes since they returned. The to-do has a link to write an email, which includes AI-generated suggested text, so you can easily follow up.
The AI-generated email draft is created based on the original email that was sent to the person and the Out of Office reply that was received.
This to-do is removed after 7 days.
When you send someone an email, you want to make sure they've seen your email and have replied in a timely fashion. The nudge to-dos remind you to reach out if you haven't heard back from them. You'll get a nudge to-do if:
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You haven't received a reply to an email you sent 72 hours ago.
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The deal is not closed.
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The person isn't Out of Office.
This to-do is automatically dismissed if you send an email to the person, or if the person responds. The to-do has a link to write an email, which includes an AI-generated suggested email draft, so you can easily follow up.
The AI-generated draft is created based on the previous email you sent to the person.
This to-do is removed after 7 days.
When you're set to meet someone for the first time, it's important to make sure they attend the meeting. Before you've met, you don't yet have an established relationship, and there's a chance they won't feel obligated to attend the meeting.
One of the best ways you can ensure someone attends an intro meeting is by sending an introductory email a day before the meeting. Sending an email helps set expectations for the meeting and most importantly, creates more of a sense of obligation for them to attend.
The Intro to-do helps you remember to send an intro email before your first meeting with someone. You'll get this to-do:
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If you are the opportunity owner for the deal, even if you're not the meeting host
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It's your first meeting with the person and you haven't owned an opportunity in the account in the past 12 months
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At 6 AM the day before the meeting
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If you've never sent an email or had a meeting with the person
The Intro to-do will remind you to confirm your meeting with a template you can customize before sending.
This to-do is removed after 7 days.
Making sure your scheduled meetings are set to take place is important so that you make the best use of your time and ensure that your pipeline keeps moving forward.
This to-do reminds you to confirm that your guests are attending your meeting. You'll get this to-do:
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If none of the required guests have accepted the meeting
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At 4 pm on the day before the meeting
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You are the opportunity owner for the deal associated with the meeting
This to-do will remind you to confirm your meeting with a link to write an email, providing an AI-generated suggested email draft. This AI-generated draft is created using the subject, date and time of the meeting.
This to-do is removed after 7 days.
Making sure you have a meeting on the calendar is crucial for keeping deals moving forward. When there’s no meeting scheduled to follow a call or meeting you had, this to-do is here to remind you.
The no next meeting to-do:
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Reminds you that you have no next meeting scheduled with someone
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Appears approximately 2 days after a call or meeting with someone, and only if Gong doesn’t see any upcoming meeting with this account within the next 3 months
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Expires after 7 days
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Is only sent to opportunity owners who have CRM and calendar integrations, and who are importing emails.
From this to-do, you can go to the last call if it was recorded, or write an email to the people who were in the call or meeting. You can dismiss the to-do or mark it as complete.
This to-do is removed after 7 days.
When someone replies to a message they’ve received via a flow, we’ll let you know with a response to-do so you can get back to them right away.
You’ll get this to-do if:
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A contact or lead replied to an email sent from a flow
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The reply is not an auto-reply (OOO, bounce)
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Someone from your team hasn’t replied to the person yet
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A meeting with the person hasn’t been scheduled by you or someone on your team following the time the inbound email was sent
From there you can view the person's email or write a response. The flow is paused for the person who replied.
From this to-do, you also have the option to pause flows for everyone in the company. To do this, click on the more menu and then select Pause flow for all account contacts.
This to-do expires after 30 days.
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