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Troubleshooting issues in Deals > Pipeline

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Naomi Papoushado
  • Updated

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Browse the issues below to troubleshoot common problems by yourself. If your issue isn't listed or the solution doesn't help, contact us.

Some people don't have any deals

There are 2 reasons why this could be happening:

Reason 1: Team members not imported automatically

  • If you have a Salesforce integration AND set up provisioning of team members, make sure that Automatically import new team members from Salesforce is checked in the team provisioning page.

    If this setting is not checked, then Gong cannot identify the opportunity owners and therefore, their deals aren't shown.

    If you don't want to import new team members automatically, click Advanced and set a User Filter (SOQL) to define the type of user (based on the Salesforce user table) to import automatically so that the relevant users are picked up by the system (go here for a more detailed explanation).

    For example, you can set a user filter to only pull in users if they have a certain manager, or through a custom field marked as True, for example:

    Manager.Name=’John Smith', is_gong_User_c = TRUE.

Reason 2: Opportunity owner missing in Salesforce

  • In Salesforce, check that the opportunity owner is assigned to the correct team member.

Why can’t I see my deal amount/value?

Make sure that the currency amount field is configured in the Gong-CRM configuration page.

There's no value in the AMOUNT column, or the deal amount/value isn't showing, or there's an incorrect deal value total

This may be down to incorrect mapping of the currency amount field.

  1. Go to Settings > Salesforce > Import from Salesforce area> Select the Salesforce currency amount list.

  2. Check that the desired field in Salesforce is selected in the list.

    This field should match the CRM field selected for deal amount in the deal board.

    Whatever CRM field is selected is used as the deal amount in the call, Deals, and account pages.

Deleted opportunities appear in Pipeline

This is a known limitation for Salesforce and HubSpot CRMs- opportunities remain displayed on the Pipeline page even after they're deleted in the CRM.

Not seeing deals connected to a contact

If you have a HubSpot integration, only deals connected to an account in HubSpot appear on the Pipeline page. We currently do not support deals linked to contacts.

No emails in account timeline or account page

This issue occurs when Gong is disconnected from Office 365 or Google Workspace

  1. If nobody in your company is seeing emails, check the following articles to connect Gong to your email:

  2. If this issue occurs for only a small number of people, check that email import is turned on for those team members.