Who can do this?
You can export calls and emails to Salesforce with or without installing the Gong for Salesforce app. This creates tasks in Salesforce for each email or call. This action isn't retroactive - only future calls and emails will create tasks.
In the Salesforce Integration page scroll down to Export calls and emails to Salesforce as tasks to configure exporting calls and emails to Salesforce.
You can choose whether to export conference call data, or data on calls recorded on a telephony system or both. The data exported includes details such as when the call took place, how long it lasted and what the call resolution was. The call transcript is not exported.
To export calls to Salesforce:
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Select the activities you want to export:
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Meeting invites: exports details of meetings that have not yet taken place. At least one external participant must be a contact or lead in the CRM in order to create a task for a meeting. If no contact, lead, or account is found, the task isn't created.
The task is created with a status of open. Once the meeting has taken place, the meeting details, such as a link to the recording, are added to the task and the status is automatically changed to complete.
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Conference calls: the call is added to the task containing the relevant meeting invite.
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Telephony system calls: exports calls recorded on systems defined by your Gong admin. Exporting telephony system calls, includes the following types of calls:
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Call attempts: details of calls that were made but not answered.
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Short calls: calls that are under 5 minutes.
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Non recorded calls: details of calls that were made, answered and not recorded.
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In the Advanced section, select whether to create one or several tasks for each activity exported. For more details, see Creating tasks below.
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Click Update
To export emails to Salesforce:
Note
This is supported for emails written in the Gong email composer, Google Workspace and Office365.
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In Gong captured emails, select the workspaces you want to export emails from.
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Choose whether to export All Emails to Salesforce, or only Emails Written in Gong, (emails written using the Gong email composer).
Caution
If you select All Emails and you have another app which exports emails to Salesforce, your Salesforce tasks will be duplicated.
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Select which team members you want to export emails for. By default no team members are selected and no emails are exported to Salesforce for the workspace. Click Edit to add or remove team members whose emails should be exported to Salesforce.
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In the Add/remove team members dialog, search for the employee name, team or job title you want to export emails to Salesforce for.
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Click the team members or teams to add them to the list, and click the X to remove them from the list.
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Click OK to close the dialog. The number of team members should be updated.
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In the Advanced section, select whether to create one or several tasks for each email exported.
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Click UPDATE to save the changes.
If you have an Engage seat, you can export two types of Engage data to Salesforce.
Engage tasks
Engage tasks, LinkedIn messages and connection requests are exported to Salesforce once the to-do is marked as completed in Gong, the activity is not imported from external sources.
To export Engage to-dos:
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Scroll down to Engage to-do type and select whether to export:
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Engage tasks
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LinkedIn messages and connection requests
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Select whether you want to create one task in Salesforce, or several tasks for each Engage to-do.
Engage flow data
You can export data on which contacts have been added to a flow and what step in the flow they are in. This enables you to see which activities are part of an Engage flow and which aren't.
Viewing flow data in Salesforce is dependent on various fields being added to the task and contact layout. These fields contain information such as the status of the flow and the flow name. For more details, see Add fields to Salesforce objects.
To enable exporting Engage flow data in the Engage flow data section, select Export flow fields.
Tasks are created once, immediately after a call is processed in Gong. Tasks for emails may take a little longer as they are created in bulk and based on Salesforce resources available.
Tasks are associated with an existing Account, Contact, Lead, or Opportunity as identified by Gong.
Choose between creating a single task for each activity exported to Salesforce, or separate tasks for each activity participant, account and opportunity.
Activity details are displayed in a single task as follows:
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To display the activity's participants, accounts, and opportunity details the following fields were added to the task:
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Gong_Participants__c: to display the list of participants
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Gong_Associated_Accounts__c: to display the list of associated accounts
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Gong_Associated_Opportunities__c: to display the list of associated opportunities
See Add fields to Salesforce objects for more details on fields added to the task.
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The task's Name field contains the participant that was most recently created as a contact in Salesforce and all other participants are listed in the participants custom field.
Note
If the custom fields relevant for creating one task for each activity are not defined in Salesforce, a single task is generated but the associated participant, account, and opportunity details will not be available.
If you select to create several tasks for each call, the tasks are created as follows:
Tasks are created for each of the relevant Salesforce records identified by Gong.
For example, if a meeting was held for Acme Robotics about a Renewal opportunity with Marcus Rashford and Jack Grealish from Acme Robotics, then tasks activities will be created for the Acme Robotics Account, Renewal Opportunity, and Marcus and Jack's Contacts records.
In the Acme Robotics record, you’ll see 2 tasks; one for Marcus, and one for Jack. In the Renewal Opportunity, you will also see 2 tasks, one for each contact.
Gong creates task records with the following info:
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Field |
Call value |
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Subject |
The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics |
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Type |
Call |
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Task Subtype |
Task |
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Call result |
The disposition of the call as set by the call owner |
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Description |
Displays the call spotlight information including the call brief and next steps |
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Status |
Completed |
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Related To |
Opportunity |
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Assigned To |
Meeting owner |
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Name |
Contact/lead name |
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Due Date |
Date of the call |
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Comments |
Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call |
Call comments example:
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View call recording and summary at https://app.gong.io/call?id=EXAMPLE_LINK Recorded : Tue., Jul. 6, 2021, 12:45 PM EDT, Duration: 30 minutes Action Items: 07:09 Thanks. So let me just get this setup right. Always takes a second or two. 07:19 I promise this is not death by powerpoint. I'll make this short and sweet. |
Multiple tasks can be created in Salesforce for a single email. Tasks for emails are created as follows:
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The email sender and receiver exist in Salesforce either as users or contacts
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For outbound emails: the Salesforce contact or user are in the To field and not in the CC field of the email
For inbound emails: the Salesforce contact or user are in either the To or the CC field of the email
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CC: Tim@acme
Separate tasks are created for each Salesforce user and contact and for each opportunity the email is associated with
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A separate task may be created for up to five email recipients. If an email has more than five recipients, the recipient names are added to the task comments but no task is generated for them.
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For inbound emails, tasks are created for Salesforce users that are either the opportunity owner if the status of the opportunity is open, or the account manager.
Example of tasks created from outbound emails
From: John@acme
To: Graham@prospectCompany, Julie@prospectCompany
Associated opportunities: Basic package, Advanced package
In this case, four tasks are created for John.
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Task 1: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Basic package, call-object-identifier - az173489
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Task 2: User: John@acme, Contact: Julie@prospectCompany, Opportunity: Basic package, call-object-identifier - az173489
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Task 3: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Advanced package, call-object-identifier - az173489
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Task 4: User: John@acme, Contact: Julie@prospectCompany, Opportunity: Advanced package, call-object-identifier - az173489
Example of tasks created from inbound emails
To: John@acme, Amy@acme
From: Graham@prospectCompany, Julie@prospectCompany
Associated opportunities: Basic package, Advanced package
In this case two tasks are created as Amy is not the account manager or the opportunity owner.
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Task 1: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Basic package, call-object-identifier - ad8959654
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Task 2: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Advanced package, call-object-identifier - ad8959654
Tasks based on emails are created as follows:
|
Field |
Email value |
|---|---|
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Subject |
The email subject, includes details whether the email was outbound or inbound. |
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Type |
Empty |
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Task Subtype |
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Status |
Completed |
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Related To |
Opportunity |
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Assigned To |
The Salesforce user associated with the Gong user |
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Name |
Contact/lead name |
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Due Date |
Date of the email |
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Comments |
The email details including:
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In order to display all relevant data in the task, we need to define additional fields in the task object and add them to the task layout in Salesforce. This can be done automatically by Gong if you install the Gong for Salesforce app, or you can set the fields up manually in Salesforce.
In the Custom fields section of the page, select whether you want automatic or manual setup for the custom fields. You can also install Gong for Salesforce if you have not done so.
A list of features and the custom fields for those features are listed with a status of whether they are defined in Salesforce or not. See Add fields to Salesforce objects for details of how to define the fields in Salesforce.
The email has an activity ID which is stored in the Call Object Identifier displayed in the task. Use this ID to create reports or search for all activities based on a specific email.
Emails are exported either:
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Once in 30 seconds
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There are at least 200 emails to export
A single API call is consumed each time emails are exported to Salesforce. Salesforce does not provide an exact SLA for how long the synchronization takes, but since bulk calls are asynchronous, assume it can take around 2 hours to update.
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