Built-in flows to enrich your Gong data in Salesforce

Note:

This article is relevant for Gong for Salesforce version 2.24 and higher.

We add flows to Salesforce so that you can enrich your CRM data with additional Gong data. By default, flows are inactive and you can choose which ones to activate. In addition, flows are set up as templates and can be edited as needed. Changes should be made by a Salesforce certified system admin.

Manage non-CRM participants

Call participants that we couldn't identify in your CRM are tagged as Unknown in the Participant Type column.

An Unknown participant record contains a full name, title, email address, and optionally a phone number.

Gong Participant Title

• The Gong Participant Title column displays the title that the participant uses in their email correspondence.

• The Participant Title column displays the participant's title according to the User, Contact, or Lead info.

• If the participant is Unknown, their Participant Title is not displayed, and the Gong Participant Title displays the title the participant uses in their email correspondence.

   

Automate contacts and lead enrichment

Enrich your Salesforce data by implementing either a process builder or flow to do the following:

• Create a new Contact or Lead in Salesforce

• Update an existing Contact or Lead's Title attribute

Below are Gong's recommendations, however each organization can make small changes to suit their own needs.

• The automation should only begin when a participant record is created.

• There are two conditions you may want to consider beforehand:

  1. Participant Type is User - There is no reason or need to process a User.

  2. The Participant email is not from my organization - If you are pushing internal Gong conversations that include participants from your organization who are not Gong users, there is no need to process these participants.

• Check if the participant is an existing Lead or Contact.

  • If the participant is an existing lead or contact, you can update their title in their original contact or lead record.

    Tip:

    Use the Participant Lead or Participant Contact search options to retrieve the participant’s original record.

    If the participant is not a contact, lead, or user then the participant is tagged as unknown. You can convert an unknown participant into either a Contact or Lead as described below.

Convert an unknown participant into either a Lead or Contact

1. Go to Gong Conversation > Primary Account.

2. Check if the participant’s conversations are associated with a Primary Account.

   • Create a new contact when the participant’s conversations are associated with a Primary Account. Include the participant's full name, email address, and title.

   • Create a new lead when when the participant’s conversations are not associated with a Primary Account. Include the participant's full name, email address, and title.

     • When creating a lead, add a formula to capture the company name, as shown in the following Lightning Flow example: RIGHT({!$Record.Gong__Participant_Email__c}, LEN({!$Record.Gong__Participant_Email__c}) - FIND(“@",{!$Record.Gong__Participant_Email__c}))

     • Optional: To further optimize your data enrichment consider using a formula that splits the full name into first and last names

The flow charts below show how to automate contacts and enrich leads. Both flow charts and processes provide the same results whether you implement this automation using Process Builder or Lightning Flow.

Enrichment process diagram for Process Builder

Enrichment process diagram for Lightning Flow

Add the contact role to a primary opportunity

Add the contact role details for participants in calls associated with a primary opportunity by implementing either a process builder or lightning flow using the Gong for Salesforce - Update Participant Contact Role flow template. The diagram below shows how to automate adding the contact role.

Add competitors to the Opportunity's Main Competitor's field

If you have set up trackers in Gong to identify competitors in calls, you can implement either a process builder or lightning flow for the Gong for Salesforce - Update Main Competitors flow template. This will add any competitors that are mentioned to the Main Competitors field in the Opportunity. The diagram below shows how to automate adding the competitor details to the opportunity.

Once this is set up, the competitor is displayed in the opportunity:

Add contact roles to opportunities

You can simplify the process of defining contact roles for an opportunity, by setting up this flow to identify conversation participants who are also contacts in Salesforce and add them to the contact role if there is a related opportunity.

The Gong for Salesforce - Create contact role flow can be run along or it can be added to the Gong for Salesforce - Enrich Contacts and Leads flow as the final step when a contact is created.

The diagram below shows how to automate adding contact roles to opportunities:

Create events for conversations

Activate the Gong for Salesforce - Create Event from Gong Conversation flow to create events for your Gong conversations. The event includes the conversation subject, assign to, related to, description, start date/time, and end date/time. The diagram displays the flow for creating an event: