Tech admin
Any Gong plan*
Admin center > Settings > Data capture > Telephony systems
Prerequisites
Your Gong users must meet the Dialpad requirements for calls to be recorded.
Dialpad automatically records calls made from mainline, department, call center and individual direct lines when the line owner has a Dialpad Sell license and belongs to a coaching team (available on Pro and Enterprise plans).
This table lists recording types and whether they can be recorded for Gong:
Recording type | Supported |
|---|---|
Auto group recordings | Yes |
User recordings | Must be manually recorded |
Admin recordings | Not supported |
Go here for more information on Dialpad coaching teams.
Set up Dialpad
Note:
The Dialpad integration has been improved and this is currently in beta. If the connection method is Token, get an API token from Dialpad and enter the token here.
In Gong, in the Telephony systems page, click + Add telephony system.
Select Dialpad.
Make sure the connection method is OAuth.
Check Import calls only for call participants defined in your CRM to only import calls with known CRM contacts.
Click CONNECT.
Set up Dialpad (SMS)
Go to Admin center > Settings > Data capture > Telephony systems.
Click + Add telephony system and select Dialpad (SMS).
Get an API token from Dialpad support.
Click CONNECT.
Supported dialer features
This table lists how different features are supported. See Supported dialer features for more details of each feature.
Feature | Description | Supported |
|---|---|---|
Additional call types | In addition to regular calls, imports:
| Yes |
Call disposition | Imports the call outcome | No |
Purpose | Imports the call purpose | No |
Call direction | Indicates whether the call is inbound or outbound | No |
Transferred to other people | Calls that are transferred can be ingested to Gong as
The call participants are either:
| Call imported as one single file |
Import past calls | When setting up the integration, automatically imports the last 90 days of calls | Yes |
Voicemail | Yes, displayed as a regular call | |
User matching | The field in the call used to match the Gong user to the dialer user | Full name and Email |
Speaker experience | Indicates if the call is recorded using stereo or mono | Mono |
Must be connected through a CRM | Some systems must be connected through a CRM in order to make a call | No |
*The features available to you depend on your company’s plan and your assigned seats.