What are workspaces?
Workspaces enable companies to segment their Gong instance into sub-accounts to allow better scoping of access to data in Gong. For an overview, go here.
Does Gong for Salesforce work across workspaces?
Yes. Choose which calls to export to Salesforce in the Salesforce integration page.
When should I use workspaces?
Segment your Gong instance into workspaces when there are distinct differences within the company, for example, different lines of businesses or geographical sites that do not sell together, or different use cases, like recruitment calls and sales calls, then it makes sense to create a workspace for each segment.
Is there a limit to the number of workspaces we can create?
This is dependent on your plan. Please reach out to your CSM for help if more workspaces are needed.
Can users access to more than one workspace?
Users can access any workspace, however what they can view in each workspaces depends on the access permissions determined in their permission profile.
Where is a my customer conversation (email or call)?
Conversations are captured into workspaces as follows:
A call resides in a single workspace - the call owner's home workspace
An email can reside in multiple workspaces - in the home workspace of everyone in the email.
How can separate workspaces help us with data security?
Workspaces limit data access in your organization to people who are explicitly given permission.
While it's true that all users can navigate to and access all workspaces in your organization, users that don't have explicit access permissions via their permission profile cannot see any data in the workspace.
Users without permissions can see the workspace homepage only. If they have been shared a call from the workspace, the call appears on the homepage Activity tab, but no other data is shown.
How are automatically provisioned team members assigned workspaces?
Gong tries to assign permission profile(s) and workspace permissions to automatically provisioned team members by matching the permission profile to that of their teammates and manager.
In the event that Gong cannot determine which workspace to give permissions to, no workspace assignation is made. Ask your tech admin to manually configure this by creating a permission profile and manually assigning it to the user in the team member settings page.
How can I move a team member between workspaces?
This can be done manually or automatically:
You can manually move a member between workspaces by assigning a permission profile with access permissions to the intended workspace, and removing the permission profile with access permissions to the original workspace.
You can automatically move them by if your organization is set up for automatic provisioning.
To move historical data between workspaces, contact firstname.lastname@example.org.
How can I move calls between workspaces?
You can move single calls or calls in bulk. Go here for more info.
What actually gets moved with a call to another workspace?
When moving calls, the following are moved with the call:
Links to the call
Comments, mentions, and open feedback requests
The following are stripped from the call and recalculated in the destination workspace:
Access - only people with the relevant access in the destination workspace can access the calls
Topics and trackers: Upon arrival in the destination workspace, each call is rescanned for topics and trackers set up in the destination workspace.
Statistics are recalculated in the destination workspace. This also impacts the statistics in the source workspace which are also recalculated.
The following are stripped from the call and not carried over:
Any library folders that the call was in
Any scorecard and score used to rate the call
How long does it take to delete a workspace?
It depends on the amount of data that we need to move and delete. It can take up to a few hours.
When do I need to contact Gong to delete a workspace?
If the workspace has non-call conversational data like emails, contact Gong Support to delete the workspace.