FAQs for Salesforce integration

The person who performs the OAuth connection should have the following Salesforce permissions:

• Read permissions to Account, Opportunity, Contact, Lead, Opportunity Stage, Opportunity History, and Publisher

• If you have a Salesforce Dialer integration: read permissions to Task

• If you push tasks for each call (old integrations): write permission to Task

• If you set up pushing  calls to custom objects: write permission to the Conversation object

To view the app in Salesforce, you need to have read permissions to the Conversation object and all of its related custom objects.

Once you connect to Salesforce, you and your team can search and analyze conversations based on Salesforce fields (like stage or amount) and push conversation data to Salesforce.

Install the Gong for Salesforce app to push call data to Salesforce to make your records in Salesforce richer.

We recommend using a dedicated integration user to set up the integration. This is because if the user who sets up the integration is deactivated, the integration will disconnect. Using a dedicated user who is not a real user in the company and will not be deactivated prevents this from happening.

Gong for Salesforce is a managed package app that enables you to access conversation data created by Gong, in Salesforce.

Gong uses OAuth authentication to connect to Salesforce. We do not store credentials, just the OAuth token.

Note

You control which CRM user is used for the CRM connection and restrict access to data.

Gong imports Salesforce data from 5 objects: accounts, opportunities, leads, contacts, and users.

Choose which accounts, opportunities, leads, and contacts fields (standard or custom) to import to Gong in Manage Salesforce fields settings.

You can set up Gong to automatically provision users through Salesforce. This can be configured in the Team member provisioning settings page. Using automatic provisioning, set Gong to pull the list of Salesforce users (name, email, title, and manager hierarchy) to automatically create your organizational structure in Gong.

Multi-select, address, location, and encrypted fields cannot be imported. Simple reference fields may be imported (for example, AccountId in Contact), and will be automatically selected. Complex references that point to data tables will be ignored.

Yes. You can select which Salesforce fields (built-in and custom fields) to import into Gong. For more details, see Set import of Salesforce fields.

Gong uses Salesforce data as part of its conversation analysis, and enables you to filter data on various Gong pages, including the Search and Deals pages.

Yes. Gong only pulls in opportunities from Salesforce from a recorded user

No, Gong doesn't create contacts in Salesforce, but Gong does import the email of new contacts and log it in Gong.

Depending on your company’s settings, your emails may be exported to Salesforce as tasks.

Yes. In the Salesforce integration settings page, set up a filter to only export the calls you need.

Yes, smart trackers are exported together with your call data as long as your Gong admin didn't disable this. Smart tracker details can be seen in the Content tab in the Conversation and have a [Smart] prefix.

Your filter applies to new calls and reprocessed past calls, meaning calls that were excluded by the previous filter but now match because of Gong reprocessing* the call are exported to Salesforce.

*Reprocessing happens when the call metadata changes e.g. a new tracker applies to a call, or the information of one of the call participants was updated in Salesforce.

Your filter applies to new calls and reprocessed past calls - meaning calls that were excluded by the previous filter but now match and that are reprocessed by Gong, are then exported to Salesforce. Calls are reprocessed when the call metadata changes e.g. a new tracker applies to this call or one of its participants information was updated in Salesforce.

In Salesforce, the app sets up the following:

• The Gong Conversation Salesforce object

• A set of custom objects to structure all call data within each conversation

• A canvas app (for the call highlights and transcript)

• A connected app to enable API usage from Gong to Salesforce

Gong performs one API call per recorded call in Gong, which creates approximately 25 additional child records. When you first export historical calls, or change trackers that apply to many calls, there will most likely be a spike in API calls due to the syncing of historically recorded calls.

Gong matches the participants in a conversation to contacts, accounts, and deals by email address and by email domain. It matches the conversation to an open opportunity if one exists; if more than one exists, it picks the most applicable one by opportunity owner and last modification date.

You can create reports, dashboards and workflows based on both imported conversation data, and data within Salesforce. The app comes with pre-defined reports that you can adjust to your needs. For example, you can create a report on competitors, or aggregated activity by opportunity. You can also create a workflow to surface competitors and add them to the Opportunity record.

If you are set up to create tasks in Salesforce, after a conversation is recorded by Gong, the activity is used to log the conversation under the relevant contact(s) in Salesforce.

Each call creates a task that sends call participant data to Salesforce. You can leave the option selected, even if you export full call data, so that any reports that use these tasks still work.

Only one instance of Gong for Salesforce (either production or sandbox) is connected at any one time. Gong conversation data is channeled to the instance you’re currently connected to.

We recommend using a dedicated integration user to set up the integration. This is because if the user who sets up the integration is deactivated, the integration will disconnect. Using a dedicated user who is not a real user in the company and will not be deactivated prevents this from happening.