Create and manage keyword trackers

Business admin

Gong Foundation*

Company settings > Trackers

Keyword trackers help you stay on top of what people are discussing in your company’s conversations by identifying specific words, terms or phrases. Get notified when tracker terms are mentioned in new calls using streams, search for calls based on trackers on the search page, see tracker stats, and more.

Create a keyword tracker

1. Go to Company settings > Customize analysis > Trackers. Click +Create tracker and then choose Keyword tracker.

2. Enter a tracker name that’s meaningful enough so that people at your company understand what you’re tracking. Choose a language.

   Note

   To enable the tracker to be applied in multiple languages, click + Add another language. If you want the tracker to be applied to all of the languages people in your company use, select All Languages.

3. Enter the exact terms and phrases you want to track, separating each one by a comma. We’ll match these exact words verbatim. To track numbers that have a comma, for example 10,000, use quotation marks around the number (“10,000”) to ensure that the digits are not split into two separate numbers.

4. To track related words, select Include related word forms. For example, to track words related to “renew”, select this checkbox and we’ll also track “renewal” and “renewing”.

5. To track words and phrases in additional languages, click +Add another language, choose the language(s), and repeat step 3 and 4.

6. Under Tracker filters, select whether you want the term tracked when said by people at your company, people not at your company (prospects or customers), or anyone. For example, if you’re creating a keyword tracker to track competitors, you probably only want to track when competitors are brought up by people not at your company.

7. Click Call filters to hone in on specific parts of a call:

   • Said as part of a question: Select this if you only want the tracker to pick up terms when they are said as part of a question.

   • Said at: Select when you want the tracker to pick up terms according to the part in the call. For example, anytime, in the first 5 minutes, or in the last 5 minutes.

   • Said in topic: Set whether the tracker should only pick up terms when they are said during specific topics. For example, during Discovery or Call set up. For more about topics, see this.

   • Advanced: By default, all keyword trackers are available for all conversations. Once you’ve saved the tracker, you can limit the calls it’s applied to applying filters. See edit a tracker.  

8. Under Track in, choose whether you want the tracker to be applied to calls only, or calls and emails. For emails, trackers are only supported in the deal activity panel and account page.

9. Under Where do you want to use this tracker? select where you want to see tracker results:

   • Call page: Show the total number of times tracker terms were mentioned. If the tracker is tracking multiple phrases, these are shown as separate phrases by default.

   • Call summary email notifications: Show tracker mentions in the email that’s sent after a call finishes processing.

   • CSV export: Show the total number of times tracker terms were mentioned. If the tracker is tracking multiple phrases, you can choose to see them separately.

   • CRM call object: Show the total number of times tracker terms were mentioned. If the tracker is tracking multiple phrases, you can choose to see them separately.

   • API request results: If selected, this tracker's data will be included in the API. If the tracker is tracking multiple phrases, you can choose to see them separately.

   • Insights

   • Deals: If the tracker is tracking multiple phrases, you can choose to see them separately.

10. Click Create.

Edit a keyword tracker

1. Go to Company settings > Customize analysis > Trackers.

2. Locate the tracker you want to edit using the search box in the top left corner and click Edit.

3. Edit the name, language, or tracker filters as described above.

4. By default, all trackers are shown in all calls. To limit the types of calls a tracker is applied to, click Change and then select call filters. For more about filtering for calls, see this

Download keyword trackers

Download a CSV file with a list of all keyword trackers in the workspace. This is useful for when you want to update trackers quickly, or copy them to another workspace.

1. Go to Company settings > Customize analysis > Trackers.

2. Click in the top right corner and select Download keyword trackers.

Upload keyword trackers

Save time when creating new trackers, making bulk changes to existing trackers, or copying trackers from one workspace to another by uploading a CSV file of keyword trackers.

Keyword trackers must be saved in a CSV file that matches the format of an exported keyword trackers CSV file. For best results, uploaded an edited version of the CSV file that you downloaded. Avoid deleting columns from the file.

1. Go to Company settings > Customize analysis > Trackers.

2. Click in the top right corner and select Upload keyword trackers (bulk edit.)

3. In the dialog that opens, click BROWSE FILE, select the file you want uploaded, and click UPLOAD CHANGES.

View keyword tracker results

Here are a few places where you can see trackers in Gong:

Search page

Search for the name of the tracker in the trackers field. Hover the ? to see the tracker definition, what words it’s tracking, and when said by which side of the conversaiton.

Call emails

To highlight when a keyword tracker comes up during a call, select Call summary email notifications when setting up the tracker.

Team Insights

To monitor how often keyword trackers (for example, sales methodology or messaging adoption) come up in conversations, marks Insights when setting up the tracker.

Out-of-the-box keyword trackers

The following default trackers are already active when you start using Gong. Take a look at the calls they track to get an idea of how they work, and for ideas on how to build keyword trackers that meet your business needs.

• Authority: Detects words and phrases including CFO, GM, my director, my manager, stakeholders, and more.

• Budget: Detects words and phrases relating to budget conversations, funds, funding, have a budget, and more.

• Discovery questions: Detects words and phrases including how familiar, how familiar are you, how many, how many people, how often, initiative coming, initiatives coming, new initiative, new initiatives, and more.

• Economic Pulse tracker: Detects words and phrases related to the economy including inflation, layoffs, rising costs, cost increases, crazy market, price of everything, and more. Read more about the stream and other features that provide insight into what your customers are saying about the economy.

• Negative impact (by Gong): Detects words and phrases including based on circumstances, budget cut, cancellation, current conditions, cut back, and more.

• Objections: Detects words and phrases including a better fit there, accuracy, aggressive, am worried, busy, but realistically, challenge, challenging for me, challenging for us, compliance, concern, concerned, concerns, difficulty, disrespectful, don't understand, expensive, and more.

• Process: Detects words and phrases including annual contract, new contract, paid trial, purchase, purchase decision, vendor selector and more.

• Remote Work (by Gong): Detects words and phrases including adjusting to work remotely, field team is doing virtual meetings, full quarantine, quarantine mode, remote learning, schools closed, and more.

• Timing: Detects months, years, quarters, and words and phrases including next month, a good time, after the holiday, before the holiday, timeline, and more.