directed if people call you back. If you’ve called people using a number that is available to your whole team, return calls will not be directed to this number. If your admin has not set up a company forwarding number and you haven’t verified your personal forwarding number, we’ll attempt to call back the web browser—but this will only work if you’re currently in Gong and able to receive it. Inbound calls made to a company forwarding number are routed to the last team member who dialed the prospect or customer from that company number. Take notes about a call While making a call in the dialer, the lower section on the left is your space to take down notes that you and your teammates can refer back to. The note is already linked to the contact you’re calling, so all you need to

Tech admin Any Gong plan* Admin center > Settings > CRM > Activity association When making changes to the activity association settings, or if an activity does not have accurate associations, you may want to understand the logic behind the current associations or how different settings will change the activity associaton.   The association simulator lets you:  See how current activities would be associated when new settings are applied  Assess a specific activity to understand the association logic You can choose to update activities occurring the in last 30 days. In this case, changes to the associations will be exported to your CRM. To run the association simulator : Click Open simulator in the Association simulator pane. In Simulate association for : Select Single activity if you want to see the association logic for a single activity. Enter the activity ID or the URL for the activity. To get the ID or the URL, go to

You may want to delete a large number of Gong conversations and their associated  child records to reduce the amount of data storage used in Salesforce. Gong for Salesforce creates 25-40 records for each conversation, and therefore customers may want to remove older conversations. This article describes how to delete the relevant conversations together with their associated child records. Note Only records created by Gong are deleted. No Salesforce records are deleted. We used dataloder.io, a free online export/import/delete solution (Acquired by Mulesoft), to export the conversations to delete. You can use any tool for this action. Queries in the article contain explicit dates. Make sure to update these values based on your requirements We recommend this process instead of a direct deletion of the records, as conversation records are updated over time, for example if trackers are updated. Conversations that are updated by Gong are

Sales rep , Sales manager , Manager of managers Gong Forecast * Deals > Forecast This article explains how to initiate a data backfill process to align your Analytics reports with changes made to your data. The service ingests data from up to 5 quarters into the Trends (including Projection), Changes , Pacing (including Pipeline needed), and Performance reports. Who's this for? Existing Gong Forecast customers with up to 5 quarters of Gong data. Note: If your company is new to Gong Forecast and wishes to ingest historical CRM data into Gong, contact your CSM. When do I need historical data backfill? You may need historical data backfill if: You've updated your business line , either by changing the data/amount/owner CRM fields or by changing your Forecast categories. You've created a new business line. Note: Without historical data backfill, new reports won't display any historical data, and existing reports will

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Gong sends two kinds of emails. Onboarding emails are sent during the onboarding process. Subscription emails are ongoing notifications sent to subscribers with updates about calls, deal boards, coaching digests, and so on. All notification emails are sent to people at your company, not customers. Where to manage emails in Gong Individuals can manage their emails in their My notifications page. Tech admins can manage emails on behalf of the entire organization from the Notification settings page. Onboarding emails The following table describes Gong's onboarding emails and which emails can be controlled, and by whom. Topic Description Sent when Welcome An optional email that admins can send to welcome new users in Gong Tech admins can decide whether the welcome mail is sent at the time a user is provisioned, or later. Complete setup An email sent to prompt people to complete a manual step required to finish setting

Sales manager Gong Forecast * Outcome: This recipe helps you quickly achieve high confidence that your forecast to management contains only deals that are on track to close Frequency: Weekly or monthly, depending on your forecasting cadence Your steps Step 1: Ensure your team has updated their opportunity stages and forecast status with enough time for you to cross check before sending your forecast rollup. Go to the Gong deal board and filter to see the deals for everyone in your team for the relevant time period (e.g. deals closing this quarter, or this month). You can declutter the view by showing only open deals. The deal count and total amount at the top of the page should stack up with your expectations. Step 2: Sort the opportunity list by account name, amount, or stage to home in on the deals that will make or break your forecast. You’ll

Gong is a great solution for onboarding new team members. The Call Library allows new employees to review calls that were grouped into folders and specifically selected to demonstrate a skill or to teach a topic. Set library folders to curate calls for future coaching and onboarding. Tip: Create library folders by opportunity stage (discovery, demo), by topic (product, competition) or by skill (negotiation, handling objections). Encourage team members and managers to add calls to relevant folders (or create new folders when necessary) such that others can learn from these calls. Add comments and notes that highlight what are the learnings from each call and guide users to the relevant call segments. Direct new employees to listen to calls in specific library folders as part of their onboarding plan.

smart trackers hone in on entire concepts. Learn more Translation into any language Understand and gain insight into your team’s calls, regardless of what language reps are speaking, with transcript and spotlight translations from any supported language into any supported language. Spot collaborative moments and share them with your team, hear what reps are saying, give and get feedback from colleagues, all in any language. Learn more Security and Compliance Audio prompt Informs call participants that a call is being recorded and is enabled by default. Learn more Pre-call email Customers receive an email 10 minutes before a scheduled call reminding them of the call and that it will be recorded. Learn more Consent page The consent page is a personalized page hosted by Gong to obtain recording consent. Learn more Redact sensitive information Automatically redact sequences of digits to avoid having a record of sensitive numbers such

industry standards. Read more New assist: No next meeting Had a call with a prospect and didn’t schedule a next meeting? We’ve got your back! The no next meeting assist lets you know if there’s no meeting scheduled, so it’s easy for you to take action quickly. Find out more Get daily Slack notifications about open assists Stay on top of your to-do list with Slack notifications about open assists from the past 24 hours. Learn more Meeting follow-up assist: Now for non-recorded meetings, too The meeting follow-up assist reminds you to keep the conversation moving, even after meetings that aren't recorded. It'll provide you with suggested email text so you can follow up with your prospects quickly and easily. Get more info Filter deals by opportunity record type Filter deal boards and forecasts by opportunity record type, so it

This article explains how to integrate the Zendesk telephony system with Gong. If you're looking for info on the general Zendesk integration that enables you to send call snippets to Zendesk and create support tickets - go here . Create a new integration in Zendesk In Zendesk Support, click Manage , and then select API in the Channels category. Click the OAuth Clients tab on the Channels/API page, and then click the plus icon (+) on the right side of the client list. Complete the following mandatory fields to create a client: Unique Identifier : This field is auto-populated with a reformatted version of the name you entered for your app. You can change it if you want. Ideally the name should have no spaces in between the words. Redirect URLs : Enter https://app.gong.io/dialers/auth/callback Click Save . After the page refreshes, a new pre-populated Secret field appears

Sales manager , Manager of managers Enable Essentials * Transform your team’s scoring process with Gong AI, which provides your team with AI-powered responses that save time and promote consistency in how teams score calls. With Gong AI helping to score calls, you: Reduce time spent on call scoring: Gong AI searches the call transcript for answers, saving scorers time and effort. Improve ramp time: Reps get timely feedback on exactly where they can improve. Free up valuable resources: With Gong AI answering questions or entire scorecards, managers can spend more time on personalized coaching and strategic guidance. Get answer by AI Automatic review scorecards (coming soon 🎉 ): All questions must be set to Get answer by AI . Manual review scorecards: This option can be set for any question. When the scorecard is answered, the scorer can use the answer provided by Gong AI, or enter a different one. How

person replies, the rep replies again in the thread, and the person replies again, this is counted as 2 email replies. Tracking Does Gong Engage track overdue tasks? Yes, Engage tracks overdue tasks. You can see them in Analytics under Activity . Note that the number in this column reflects the current number of overdue tasks, regardless of the dates you've selected. How does Gong Engage track email opens? Gong only tracks email opens for emails that were sent from the Gong email composer. This includes flow emails, as flow emails are sent from within Gong. This is done using a tracking pixel. Learn more about How email tracking works in Gong. Flows What is the difference between 'People added', 'People activated', and 'People in flow' in the Activity section? Look at the 'People added' metric to understand the number of people a rep intends to start working on through

All team members Any Gong plan* You're notified about comments in Gong in Collaboration > Received on your homepage. When you'll be notified Here's when you can expect to be notified about a comment made on a call: When someone comments on a call you follow. Calls you follow are defined as: A call you participated in or are in the participants list for, whether you attended or not A call someone mentioned you in a comment on A call comment thread you participated in A call that you subscribed to by clicking Notify me about new comments in the call page Comments panel When someone mentions you in a comment When someone replies to your comment When someone replies in a thread you commented in Get notified outside Gong Stay on top of important deal collaboration by making sure you're notified via email or Slack when

Tech admin Any Gong plan* Admin center > Settings > CRM > Salesforce Import Salesforce fields to see your CRM data together with your Gong activities. Multi-select, address, location, and encrypted fields cannot be imported. Lookup fields may be imported (for example, AccountId in Contact), and are automatically selected. If you import a lookup field to another object, the referenced Name field won’t be displayed. Some Salesforce fields may have slightly different names when they are shown in the Deals board. Once you're set up, you can: Search for calls that match your Salesforce attributes in the Search page View deals information in the Accounts page See the fields as part of the ranking criteria in Whisper for Topics Drill down to monitor changes in the account timeline (for Opportunity fields set to track changes) Note: Make sure that the user that connects to Salesforce has access to all fields

emails You can push emails sent from Gong to Salesforce to create Salesforce tasks. Your admin can set this up via the Salesforce settings page in Gong. Read more about creating Salesforce tasks here . Engagement tracking When you send emails via the email composer, we can automatically track email engagement, so you know what's happening at the other end. This setting is optional and must be configured by your admin. See if an email has been opened and if any links have been clicked in the deal activity timeline or the Delivered tab of Messages . Access the activity timeline via the Account overview, deal overview, Gong Engage , and more. Schedule emails to be sent later Stay one step ahead by choosing the date and time you want your email to land in your recipient’s mailbox. To schedule an email, click on the arrow next to the send button

Interaction stats reports can provide great insights into trends in your organization. Create custom reports for talk ratio per opportunity stage, or patience over time for your sales reps. Interaction stats are name/value pairs provided by Gong, and are available for every call. In this recipe, we show you how to create a custom report to surface which of your account executives has the longest customer story in Discovery stage calls, and what the win rate will be in this context. Create a new custom report, and give it the name Interaction Stats in Opportunities . In the Outline tab, pick at least one related record from Gong Conversations, and at least one related record from Interaction Stats.   In the Filters tab, filter the report to show which account executives let customers speak for the longest amounts of time:   Save the report.

Manager of managers Enable Essentials * Coaching > Coaching Metrics Download the coaching metrics report so you can see how your managers are coaching their teams. Learn about coaching for senior managers There are two versions of the report. The shorter version contains what you see in your current view of the COACHING METRICS tab. The longer version contains both what you can see in your current view, as well as all additional data that was analyzed by Gong to calculate the numbers shown in your current view. Here's a full list of the columns: Basic report COLUMN NAME HUMAN NOTES coach_name Coach's name coach_email_address Coach's email address coach_Gong_user_ID Coach's Gong user ID call_date Call date and time   call_duration_seconds Call duration in seconds call_host_name Call host's name call_host_email_address Call host's email address

Here are some best practices for setting up Gong to provide helpful tools to your support team. Generate support alerts from calls You can use trackers to automatically create support alerts directly from a call. Pick a representative group of calls and analyze the recordings to identify where customers express that they are having issues. For each word or phrase the customer uses when expressing the problem, create a tracker . Under Show this Tracker in , make sure Call pages is selected. Create an alert from the tracker. Be sure to select Immediately when each call is complete . Now the support team will get alerts for issues on the call page before the sales team even has time to notify them. Create support tickets from call comments You can also automatically generate a support ticket directly from a call's comments. Add a user to the call to represent your support

The following JSON is what Gong sends to the webhook when a rule is triggered. The payload is composed of two fields: callData and isTest . callData is the JSON of call data; isTest is a flag indicating whether the hook was executed as a test (from the UI). Note The call data structure and element definitions are identical to the API. For more details, see the API documentation . You need to be logged into Gong to access this page. Click to see the sample payload { "metaData": { "id": "5599332235511222779", "url": "http://local.gong-it.net:8080/call?id=5599332235511222771", "title": "Ron/Speedman", "scheduled": "2019-10-18T14:00:00-07:00", "started": "2019-10-18T14:03:37.041977-07:00", "duration": 2159, "primaryUserId": "7744111777663220493", "direction": "Conference", "system": "Zoom", "scope": "External", "media": "Video", "language": "eng" }, "context": [ { "system": "Salesforce", "objects": [ { "objectType": "Opportunity", "objectId": "0061Q00000mkU1fQAE", "fields": [ { "name": "StageName", "value": "Open Renewal" }, { "name": "Number_of_seats