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Gong Connect: data protection & privacy

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Naomi Papoushado
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What is Gong Connect?

Gong Connect enables you to call prospects directly from the Gong mobile app. Calls are automatically recorded and ingested in Gong, enabling AEs and sales managers to enjoy all the benefits of Gong capture and analysis. Gong Connect is currently in limited release, and supports outbound calls in the US and Canada only.

How it works

  • Gong mobile app integrates with Twilio SDK for establishing mobile calls.

  • Gong’s servers handle authentication for the Gong mobile app, and carry out all the integration with Twilio’s servers.

Onboarding

  • When using Gong Connect for the first time, team members verify their phone number.

  • Twilio provides a 6-digit code and establishes a verification call to the user device asking them to enter the 6-digit code. Gong servers verify the code against Twilio servers.

Main flow

  • The team member searches their company’s CRM contacts, as provided by Gong servers.

  • Upon intent to establish a call, Gong mobile app requests that the Twilio mobile SDK establishes a call with the destination phone number. Note that Gong Connect requires data connectivity, i.e. a mobile data package or Wi-Fi, to place a call.

  • Twilio API requests call configurations (recording enabled configuration, disclaimer text, etc.) from the Gong servers.

  • Gong mobile app sends the CRM contact details and established call ID to the Gong servers.

  • Twilio establishes the call, and starts the server-side recording which is initially stored in Twilio storage.

  • Gong servers run a scheduled task every few minutes to import the call recording from the Twilio storage, and then deletes the recording from the Twilio storage.

High-level architecture

Connect-architecture.png

1. Privacy & Regulations

1.1 Jurisdiction

The service is valid for the US and Canada only.

1.2 Recording consent

Some US states require the consent of all call participants to record a call. To support this requirement and ensure recordings are lawful in every state abiding to multi-party consent policies, Gong Connect has the following mechanisms in place:

  1. Reminder to request consent: Gong prompts callers to ask for permission to record before they dial out.

  2. Ability to cancel recording during the call: Callers can cancel recording during the call if consent was not given.

  3. Auto delete calls: Organizations can set an automation rule to automatically delete recorded calls where certain phrases were not mentioned (to capture cases where consent was not brought up).

1.3 Data access by Gong Connect

Gong uses each user’s phone number to match the device to their Gong account, and we store the number in our secure servers along with other account information. Besides this, Gong Connect does not require any additional access to team members’ devices over the access Gong mobile app has today.

To make calls with prospects, Gong uses contacts available on the Gong servers and does not read the mobile device’s Contacts.Gong mobile app has no access to private communications on the mobile phone. It can only capture calls that originate within the app, and has no visibility to private calls, texts, or any other activity on a user’s mobile device.

2. Security

2.1 Storage in Twilio

Calls are recorded onto Twilio’s secured servers. Up to 5 minutes after the call is completed, the recordings are imported to the Gong servers, and deleted from Twilio.

All voice recordings are encrypted at rest while stored in Twilio's cloud storage. Phone numbers are also stored by Twilio for troubleshooting. Read more about Twilio’s security.

2.2 Storage in Gong

All calls are handled and stored in Gong as described in the standard security documents. Please refer to the Security, Privacy and Compliance packet for more details.

2.2.1 Storage on the mobile device

Recent calls’ details are stored on the device in a location accessible only by the Gong app.

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