Set up Gong Engage

Tech admin, Business admin

Gong Engage*

Whether you're new to Engage or want to make changes to your Engage setup, this article will walk you through how to configure Engage for your organization.

Even if someone in your organization is already using Engage, you will need your own seat to access Engage as an admin.

Prerequisites

These are the items that need to be set up before you can start to configure Engage.

Setting up your CRM to work with Engage

Follow the steps below to configure Engage for your organization.

Configure your CRM settings

Once you have an Engage license, fields related to the following topics are automatically imported for you:

• Contact ownership, lead ownership, account ownership, and deal ownership

• Contact, lead, and account creation date

• Contact and lead phone numbers and email addresses

To configure the way information from your CRM will be displayed in Engage:

1. Help us assign accounts and leads to reps in Engage:

   1. Go to Company Settings > Engage CRM setup.

   2. In the CRM assignment section, select the fields that represent account assignment and lead assignment in your CRM. We'll use the fields you provide to populate accounts and leads for each user on the Accounts and People pages under the Account assignee and Lead assignee filters.

      If any Engage users' email addresses are used for an additional Salesforce user profile beyond their own, notify your CSM so they can ensure your team's accounts are displayed properly.

   3. Don't see the CRM field you need? Learn how to import it here: Set import of Salesforce fields, Set import of HubSpot fields

      To import a field, it must be a lookup field on the account object for Salesforce, or the company object for HubSpot. We do not currently support Salesforce Account Teams.

   Removing fields from the CRM assignment section does not affect the account and lead assignment itself, it just revokes access to accounts and leads under the 'Assigned to: you' filter. Removing a field does not affect open to-dos. The user can still see related to-dos on the To-dos page and search for the account or lead.

2. Define which contact and lead information you want to be displayed in Engage:

   1. In the Contact details section, select the fields you use in your CRM to represent each category that you want to display in Engage. For example, under Contact email addresses, select the CRM fields you use to hold email addresses for contacts. You can always go back and add more fields later, but you can't remove them.

       

      Built-in CRM phone and email fields will always show up in Gong, but they won’t show labels (e.g., “Mobile”) unless they’re added to this page.

      Custom phone and email fields won't show up in Engage at all unless they're added to this page.

      LinkedIn profile: We use this field to show the right profile when reaching out to someone on LinkedIn through Engage. If the field does not contain a value, Gong searches LinkedIn for the person's name.

      Location: Engage uses the location fields to calculate and display the local time of contacts and leads. For an accurate local time, Engage requires at least the "country", "state", and "city" fields to be mapped.

      Time zone: This field will be used for displaying local time if the location fields in your CRM are empty, or if you don’t set up location fields in Gong. If you want Gong to rely on the time zone field in your CRM for local time, be sure to fill out this field. If you want Gong to rely on location fields for local time, we will only use the time zone field as a fallback if the location fields in your CRM are empty.

      The fields you select for time zone must be in GMT format. This ensures consistency and simplifies the process of converting and comparing times across different regions. Time zone information should be represented using the standard Greenwich Mean Time (GMT) format, meaning time zone is indicated by a positive (+) or negative (-) offset from GMT.

      For example:

      GMT+2: Represents a time zone that is 2 hours ahead of GMT

      GMT-5: Represents a time zone that is 5 hours behind GMT

      GMT+0 or GMT-0: Represents a time zone that is the same as GMT

      Note:

      When users add new phone numbers and emails in Engage, fields are updated in the CRM in the order displayed here. If a field is already in use (e.g., Business Phone), a new entry goes to the next available field (e.g., Mobile Phone). If all fields are in use, additional entries won't save to your CRM until you add more fields here

3. Define your notes settings:

   Define whether your company's notes in Gong should be synced to your CRM. Notes are exported to standard objects/activities. All notes and note edits associated with each object/activity are shown in your CRM, and each note can have multiple associations. 

   This allows you to access the full notes history for a specific contact, lead, or account, similar to what you can view in Gong. You can view all notes related to the object or activity and any changes that were made to the notes. You can also generate reports that show which notes are linked to contacts, leads, and accounts.

4. Define your opt out sync settings:

   By default, if you haven't synced Gong opt out to a CRM field, people that are marked as "do not contact” in Gong will not be marked as opted out in your CRM and vice versa.

   In the Opt out section, you can turn on sync by toggling on Sync opt out field for contacts and Sync opt out field for leads. Select the fields you use from the list of imported fields.

The fields you select should be:

• Boolean

• Opt out fields (not opt in)

• Editable in your CRM

• Imported in Gong. If a field you need is not imported, see Set import of Salesforce fields or Set import of HubSpot fields
  
  When you're ready, click Update at the bottom right to save the changes you made to your Engage CRM setup.

What happens once you click Update? When the sync is first enabled, we migrate all “Do not contact” people from Gong into the fields you select, and all “opted out” people from your CRM into Gong. After this, there is a bidirectional sync, so any changes you make to “Do not contact” status in Gong will be reflected in your CRM and vice versa.

Changing these fields once they’ve already been set up means people currently marked as “Do not contact” in Gong will be marked as opted out in the newly selected field in your CRM. If you want to reset the “Do not contact” list in Gong before syncing, contact support before updating your settings.

Allow contacts and leads to be active in multiple flows at the same time

When enabled, team members can add people to multiple active flows at one time. When disabled, people can only be active in one flow at a time.

To configure whether reps can add contacts and leads to multiple active flows at once:

1. Go to Company settings

2. Under the Engage section, go to Flow Settings

3. Enable or disable Contacts and leads can be active in more than one flow at a time

If you disable adding people to more than one flow at a time, people in multiple active flows will complete all current flows before the change takes effect.

Set up custom flow fields

For Gong to export Engage activity data to your CRM, ensure that your custom flow fields have been set up.

Setting up flow fields in your CRM allows Gong to further enrich them. They can then be imported back into Gong, allowing reps to filter and find people according to field values, such as whether or not someone is actively in a flow, which flow they're currently in, the type of step they're on, and more.

Select which Engage activities to push to your CRM

Avoid duplication and ensure data hygiene by choosing which Engage activity types you want to push to your CRM. To export and display all relevant data for each activity in your CRM, verify that you've set up custom flow fields first.

To select which Engage activities to push to your CRM:

1. Go to Company settings

2. Under CRM, select Salesforce or HubSpot

3. Under Export to Salesforce or Export to HubSpot, select the activity types you want to push. For each activity type, you can choose whether you want to create one task for all contacts, or several tasks (one for each contact). Avoid duplication by selecting which emails and calls you want to import. You can also configure activity types to be pushed to your CRM for specific teams and team members only.

   To customize the way the data is exported to your CRM and ensure data hygiene, learn more about creating Salesforce tasks for calls and emails.

4. Click Update

You can also learn more about how the data is exported for Engage activities and how to create reports in your CRM using Engage data.

Enable notes in Salesforce

To use Engage notes in Salesforce, you need to enable them. To do this:

• Enable “Notes” for contact, account, and lead objects in Salesforce

• Add “Notes” to page layout for contact, account, and lead objects in Salesforce

Note that in Salesforce, “Notes” is different from “Notes & Attachments”, which is enabled by default.

Give team members the necessary permissions

To give team members the permissions they need to use Engage features, configure their permission profile:
enable team members to view someone else's to-dos, enable the necessary deal, email, and call permissions in their permission profile:

Set up the Gong web dialer

The Gong dialer enables your team to call people directly from Gong. To enable your team to start using the dialer, you must first enable the dialer for your company and get business numbers.

Set up digital interactions

Give reps insight into what happens outside of calls and emails. In addition to digital interactions from Gong that show email opens and clicks, 3rd party digital interactions indicate when prospects interact with third-party apps integrated with Gong.

Digital interactions are shown on the To-dos page so reps can time their outreach based on digital interaction data. The list of items is shown according to leads they’re associated with, contacts from accounts they’re associated with, and deals they own in your CRM.

Set up the LinkedIn Sales Navigator integration

This integration lets your teams access a Sales Nav iFrame from inside Gong. This is applicable when executing to-dos that are either LinkedIn connection requests or LinkedIn messages.

To connect and message LinkedIn profiles directly from Gong, we use LinkedIn's Display Services. Display Services requires a Team or Enterprise Sales Navigator subscription.

To set up the integration:

1. Go to the Gong integrations page for LinkedIn Sales Navigator and click Connect

2. Back in Gong, from the main menu sidebar, go to Company Settings > Ecosystem > Integrations

3. Click LinkedIn Sales Navigator and toggle on Connection

4. Using Sales Navigator is now available to everyone in your organization.

Note that the first time a user clicks View in Sales Navigator, they'll need to sign in to their LinkedIn account.

Set up Gong Anywhere for your team 

To save your teams time, you can automatically install (force-install) the Gong Anywhere Chrome Extension for all users in your organization. It's recommended to first apply settings to a small number of users or browsers in a test organizational unit before installing for all users. Users in your organization can't remove items that are force-installed.

To get started, see the Google Chrome instructions on how to Automatically install apps and extensions.

You can choose whether emails written using Gong Chrome Extension features should be exported to your CRM. To learn more about exporting emails, see Create Salesforce tasks for Gong activities.

*The features available to you depend on your company’s plan and your assigned seats.