About importing calendar meetings and emails

To import calendar meetings and emails to Gong, you need to connect Gong to either Google Workspace or Office 365. Once connected, Gong imports calendar meetings and emails from each team member’s mailbox, based on their data capture settings and company configurations.

Importing team members’ calendar is necessary for automating recording of web conference calls.

Importing emails is necessary for Gong Engage to understand the thread of customer responses. It’s also essential across other areas of Gong to provide visibility into customer communication and to allow Gong’s AI to provide comprehensive insights.

Methods of connecting

There are two methods to connect to calendar and email provider:

Company wide

Grants the Gong application access to team members’ inboxes, either at a company level or to specific groups. Administrators then simply determine which team members’ data to capture and how.

User-by-User

When connecting user-by-user, team members have to grant Gong access to their mailbox. Each team member is prompted to connect to Gong and grant access. You can track team member connectivity with tools provided by Gong.

Which emails and meetings are imported?

You can determine whether to capture emails, calendar meetings, or both, and configure this for different team members.

• Calendar meetings set to be recorded: Gong imports calendar meetings when it determines that a meeting needs to be recorded. These are meetings set up by team members with external participants that match the recording business configurations. Learn how to configure which meetings should be recorded.

• Emails and non-recorded meetings: Gong imports emails and calendar meetings when the company’s CRM is connected and when the email sender, recipients, or meeting participants match an applicable CRM record. Learn how to configure which emails and calendar meetings should be excluded.

We import emails sent or received in the last 12 months. Gong only imports calendar events from one mailbox.

How emails are imported to Gong

Once you have set up your system to import emails, emails are analyzed to determine whether they should be imported to Gong. This is to ensure that business related emails are imported to Gong and to avoid importing private or sensitive emails.

The process is:

1. Gong scans the mailboxes of the designated team members and retrieves the email headers.

2. Gong scans the email headers and checks for any excluded domains, strings or email addresses. For more details, see Excluding emails from import.

3. Gong attempts to find a CRM contact, or a CRM account with the same domain as one of the email participants to ensure that at least one participant matches a known customer. If no match is found, Gong retries later.

4. Gong retrieves and stores the emails on the cloud. They are encrypted during transit and in storage. Attachments are not saved.

Methods to control which emails and calls are imported

Gong offers various options to ensure that only business-related emails and calls are imported. A combination of these customizable settings helps ensure that only emails and calls involving a customer are imported, while private emails and calls are excluded.

In addition, Gong identifies emails that include customers by:

• maintaining a list of domains used for personal emails, such as Gmail. Emails with participants from these domains aren’t imported by default.

• checking that one of the participants is also either a contact in the CRM or from a company listed in the CRM.

Web conference calls

Options for excluding conference calls include settings that cover the entire company, and settings for specific team members. They are:

1. Company-wide exclusion lists for:

   • Domains

   • Email addresses

   • Words in call title

2. Data capture settings for individual team members for:

   • Web conference calls

   • Non-recorded meetings

   • Telephony system calls

3. Company-wide recording settings

Emails

Options for excluding emails include settings that cover the entire company, and settings for specific team members:

1. Company-wide customised exclusion lists:

   • Domains

   • Email prefix list

   • Words in title list

2. Emails excluded by default, such as bounce email notifications and automated responses

3. Email data capture settings for individual team members.