Capture mobile calls with Gong Connect

All team members

Any Gong plan*

Gong Connect is a VoIP service within the Gong mobile app. It works with either Wi-Fi or cellular connections and calls are automatically recorded and ingested into Gong. Make outbound calls from the Gong app to prospects and never miss key information or next steps when you're on the go.

Users with an Engage seat have access to both the web dialer and mobile dialer. Users without an Engage seat have access to the mobile dialer with limited functionality (calling is available only from a personal verified number).

Tip:

This feature must be enabled by your Gong tech admin before you see it in your Gong mobile app. If you can't see it, it means that either your admin didn't enable Gong Connect for you yet.

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

1. Download the latest version of the Gong mobile app.

2. Tap the Calls button on the bottom bar.

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

4. Enter your personal mobile number and tap NEXT.

   Important:

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

5. Make sure you entered the correct number, and tap YES, NEXT.

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

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

   Once you are successfully verified, you can start making calls.

Make a call

1. Tap the Gong Connect call button .

   Note:

   Only calls made via the app will be recorded by Gong

2. To call, do one of the following:

   • Find the contact in your contact list or recent call log.

     Note:

     All contacts available in your connected CRM are available in Gong Connect. Gong extracts them from the CRM as well as email exchanges you've made.

   • Free dial . When you free dial, the call can be recorded, but will not be connected to a specific account or CRM opportunity.

     Important:

     Gong Connect supports many phone number formats. In all formats, you must include the country and area code, for example: +1(555)555-1234

3. The call will be made from personal number. If you’re using Engage and have a business number set up, you’ll be able to make calls from it too.

4. During the call, you can mute yourself, use the speaker, use the dial pad, and cancel the recording. If you cancel the recording, it is permanently deleted.

5. After the call, you can set the call outcome.

Update contact details

To update a contact's 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 Gong, but this change will not be synced to your CRM.

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. 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 the Gong dialer, Gong plays a reminder before the call connects, prompting you to inform the other party that the call is being recorded.

You can always cancel or delete the recording during the call.

In addition, your company has set different recording methods for different regions. For US calls, these settings may vary per state.

FAQs

*The features available to you depend on your company’s plan and your assigned seats.