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Capture mobile calls with Gong Connect

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Naomi Papoushado
  • Updated

Important

The service is free while it’s in beta, and will include extra costs to cover the cost of the calls once officially launched.

Gong Connect is an outbound call service available in the Gong mobile app that is now in open beta.

Outbound calls are supported on iOS devices only (Android is not yet available), for calls in the USA and Canada only, and for organizations with a CRM integration: Salesforce, HubSpot, and Microsoft Dynamics.

Intro

Make outbound calls from the Gong app to call prospects any time and never miss key information or next steps when you're on the go. Gong Connect is a VoIP service that is part of the Gong mobile app. It works with either Wi-Fi  or cellular connections.

Gong Connect calls are automatically recorded and ingested in Gong, so whether you're an account executive or a frontline manager, you can reap the benefits of getting the full picture of deal activity for efficient pipeline reviews, including accurate warnings.

Gong Connect is easy and intuitive to use.

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Set up Gong Connect

Tip

This feature must be enabled by your Gong tech admin before you see it in your Gong mobile app for iOS.

To use Gong Connect, you must first complete a short verification procedure.

  1. Make sure that you download the latest version of the Gong mobile app iOS.

  2. Tap the Calls button on the bottom bar.

    If you can't see it, it means that either your admin didn't enable Gong Connect for you yet, or that your phone is an Android :(

  3. In the welcome screen, tap LET'S GO, and follow the registration wizard.

  4. Enter your personal cell number and then tap NEXT.

    Important

    We only use your personal number for one-time verification, and then to present it as your caller ID. Gong will not use your number for any other purpose.

  5. Check you input the correct number, and tap YES, NEXT.

    A code is displayed on screen, and a bot will call you to take the code.

  6. When you're called, give the code shown on the Gong Connect screen.

    Once you are successfully verified, you can start searching for your contacts. Tap their name to make a call. You can also enter the phone number to place the call (free dial).

Make a call

  1. Tap the Gong Connect call button gong_connect.png. NOTE: Only calls made via the app will be recorded by Gong.

  2. To call, do one of the following:

    • Search for the contact you want to call

      For more information on where we draw the contacts from, check out the Contacts section below.

    • Find the contact in your recent calls and redial

    • Free dial dialer_icon.png

      Make sure you use the correct phone number format. Check out the Phone number formats section below.

      If you free dial, the call will not be connected to a specific account or opportunity in your CRM, and the contact’s name will be unknown in Gong. You can make the association via the web app later. Learn how.

  3. The following actions are available during the call:

    • Mute

    • Use the speaker

    • Use the dialpad

    • Cancel recording: This stops the recording and permanently deletes it

Contacts

All of the contacts available in Gong are available in Gong Connect. Gong extract the contacts from:

  1. CRM contacts and leads

  2. Contacts you've exchanged emails with

    The contact information from emails are automatically extracted and held in Gong.

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To update contact details:

  • Search for an existing contact, tap their name, and then tap Edit to edit their details or delete them.

    Note that the contact is updated in the Gong contacts, but this change will not be synced to your CRM.

Phone number formats

Gong Connect supports many phone number formats. The most important thing to remember is that you must include the country and area code when dialing. For example, +1(555)555-1234

Call trust protocols

In the US and Canada, protocols are in place to protect people from illegal robocalls and call spoofing. These protocols may result in unidentified numbers being classified as spam. For suggestions on how you to improve the likelihood that the calls you make via Gong Connect go through, see this.

Call recording regulations

Important

Call recording regulations vary per country and state, and it is your responsibility to make sure that you comply with local regulations for obtaining the consent of your call participants to record the call.

In the US, some states require more than one party's consent to record a call. For more information, go here. Since recording regulations differ between US states, we recommend that you announce that the call is being recorded at the beginning of every call. When calling with Gong Connect, Gong plays a reminder before the call connects, prompting you to inform the other party that the call is being recorded.

In the event that you want to cancel recording during the call, Gong Connect gives you the flexibility to cancel & delete a recording while on a call to censor sensitive matters and/or comply with local privacy regulations when recording consent isn't given.

In addition, your admin may have set your org's settings for Gong Connect to prevent automatic recording for phone calls placed to certain area codes.

Read more: Call recording laws & regulations | Gong Connect: data protection & privacy

Your questions answered

How much does the Gong Connect service cost?

During the open beta, Gong Connect is free of charge! Thereafter, we’ll start charging an additional fee that reflects the cost of making calls.

Do we have to have a CRM integration?

Yes. Gong Connect brings in contacts from your CRM to make sure that all Gong Connect calls are correctly associated with the right account and opportunity.

Can I call contacts stored on my phone via the Gong mobile app?

At the moment, you can only call CRM contacts that are in Gong via the Gong mobile. (There is no connection between your phone contacts and the Gong mobile app.)

Can I free dial via the Gong mobile app?

Yes, you can free dial from Gong Connect, in the Gong mobile app, and this call can be recorded by Gong.

What’s my caller ID when I call someone?

During the open beta, the caller ID will be your current mobile phone number. Anyone you call can recognize your phone number, and won’t be able to see that you called via another dialing app.

Down the line, when we support inbound calls - you’ll need to use a dedicated business number (but don’t worry about that for now).

How do you handle recording consent?

Some US states require more than one party's consent to record a call. At the beginning of the call, Gong reminds you to inform the other party that the call is being recorded. You can always cancel and delete a call recording during the call if consent was not given. 

As an extra precaution, your Gong technical admin can set the following org-wide settings:

  • Create an automation rule to automatically delete calls in which consent was not requested.

  • Turn off automatic recording for numbers with specific prefixes

Are international calls supported?

Not yet. During the open beta, you can call phone numbers in the US and Canada only. But! We’re happy to say that plans to extend to international calls are in the works. Stay tuned :)

What’s on the roadmap?

We are planning to support text messages and desktop calls. Stay with us for more!

Help us help you!

We hope that Gong Connect solves a real need of yours, and we want to know that we’re on the right track! Send us all your feedback on Gong Connect so we can make sure you enjoy the best user experience, and help us plan how to make Gong Connect even better. Leave a comment below or write directly to Gong Connect's Product Manager, tali.hirsh@gong.io.