FAQs for data protection & privacy

In order to record meeting events forwarded to Gong by a sender with an email address in an additional domain, one of the following conditions must be met:

• The sender’s email address must be associated with a Gong user

• The sender's email address domain must be authorized in Gong as a data capture domain

• The sender's email address domain must be a mapped domain for data capture.

For example, John@legacy_domain.com forwards a meeting event to [email protected]. In order to record the meeting, one of the following conditions must be met:

• John's email address John@legacy_domain.com is associated with his Gong account, which is set up with [email protected]

• legacy_domain.com is authorized in Gong as a data capture domain

• legacy_domain.com is mapped to company.com in the Data protection & privacy settings > Mapped domains for data capture section, so that Gong knows that john@legacy_domain.com and [email protected] are the same user.

Yes, Gong handles data in transit in a way that's compliant with PCI DSS (Payment Card Industry Data Security Standard). Go here for all the details.

Gong provides multiple customizable controls for defining which web conferences it records. Gong will record a web conference based on your customizations, and any changes you make in the web conferencing software.

Gong imports emails based on sales contacts in your CRM. Gong does not import bulk emails, or emails sent from or to mailing lists, such as sales and support.

We recommend that you exclude domains and specific email addresses for which you do not want to import email communication or web conference meetings, for example, your investors. You can also exclude by words in email subjects and web conference titles; enter words that might appear in email subjects you don’t want to import, such as “privileged”, “confidential”, “offer letter”, “interview”, etc.

Gong has added some common terms to the exclude lists that cover emails and web conference meetings that typically you won't want to import into Gong. To see the full list, go here.

Yes! Enter each domain, address, or words on a separate line, or separated by commas.

If you exclude an alias, only the alias address itself is added to the exclude list. The people who belong to an email list alias are not excluded individually.

If an excluded domain or email address is CC’d on an email or web conference invite, or BCC's in an outgoing email, Gong does not import the mail.

In incoming emails, if an excluded domain or email address is BCC’d, Gong can not know they are included, and therefore the mail is imported or web conference is recorded unless it matches other exclude criteria.

If you add something to the exclude list, here's what happens:

• Gong immediately stops importing matching emails and web conferences.

• Gong removes any imported emails that match the new list.

• Gong removes any future scheduled calls that match the new list, but leaves (does not remove) any recorded or live web conferences that match the new list.

If you remove something from the exclude list, here's what happens:

• Emails: From this point, all emails are checked against the updated exclude list and imported if they do not match the exclude list criteria. Existing emails are not reprocessed, therefore historic emails that should not be excluded according to the updated list are not imported to Gong.

• Web conferences: From this point, all web conferences are checked against the updated exclude list, and will be recorded if they do not match the exclude list criteria. We also delete cached data and reprocess all existing meetings. This can take up to 1.5 hours, in which time, there is a risk that we'll miss recording a meeting that should be recorded. In this case, add the Gong bot manually to the meeting.

To remove existing web conference calls, follow these steps.

Emails and events that match exclude list criteria are not imported to Gong, as expected.

After you make a change to the exclude list, cancel and recreate any existing web conference meetings that no longer match the exclude list to make sure that they are recorded by Gong.

If you record a call ad hoc (either by adding [email protected] to the meeting participants, by forwarding the calendar invite (as an attachment) to [email protected], by clicking Schedule in the homepage, or by using the mobile recorder), Gong disregards the exclude list rules and records the call.

When you redact digits, Gong removes any sequence equal to or above the given number from the audio and transcript. In the audio, the recording skips that part of speech; in the transcript, the sequence is replaced by asterisks. Redacting digits may affect quantity trackers.

Data redaction is mainly used for PCI and PII regulations to hide private or credit card information. We recommend that you redact the minimum number of digits in a sequence, but the exact number depends on your business.

All new calls that contain that number of digits or more are irreversibly removed. Historical calls are not affected.

Voice identification helps identify speakers in calls made using telephony systems that record calls in mono, or when a call recording is manually uploaded to Gong.

In mono calls, it can be difficult to identify the different speakers. In order to associate a voice with the Gong user it belongs to, so that we can then assign to them relevant stats and insights, Gong uses machine learning to identify the company side of the call. In some cases (for example, when the call recording is not in English), Gong may not identify the user correctly. In such cases, you can enable voice identification so that Gong can identify the Gong-using participant in the call.This capability lets Gong use a small sampling of voice recordings for each Gong user to identify them during calls. For more information, see this.

When speakers cannot be distinguished in a call, they are marked on the call page as Speaker 1 and Speaker 2. If you see many unidentified speakers in your org’s calls, we recommend that you enable voice identification.

We locate any calls, emails, leads, or contacts that refer to the given email address or phone number, and delete all these entities from Gong. In addition, we delete any associated Gong data that was synced to Salesforce, such as Gong conversations and tasks.

It can take several hours to delete all entities associated with someone’s data.

Gong's data retention policy is that we keep data for recorded calls and all related artifacts (such as transcripts and statistics) for up to 3 years, by default.

Calls stored in the library are excluded from this policy, and are preserved indefinitely.