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 to automate processes such as creating new contacts when you call someone who isn’t a CRM contact. Flows are set up as templates which can be edited according to your organization’s requirements. The flows are also inactive, so you can activate the flows which are relevant for your organization. Changes should be made by a Salesforce system admin.

Manage non-CRM participants

Activate the Gong for Salesforce - Enrich Contacts and Lead flow so that a contact or lead record is automatically created for unknown call participants. Participants are unknown when we can’t find a contact, lead or user in the CRM with the same email or phone number. If the participant is a contact or lead, their job title is updated with the title in their email signature.  

Flow logic

The flow is triggered when a new participant record is created. The trigger fields are:  

• Object: Participant

• Trigger: A record is created

• Conditions: 1

• Optimize for: Actions and Related Records

The flow logic for the template is:

1. If the participant’s email domain is the same as the company’s domain, exit the flow. This prevents creating contacts for people in your organization who are not Salesforce users, such as developers.

2. If the participant’s email domain isn’t a company domain, check if the Participant Type is Unknown.

3. If the Participant Type is Unknown, there is no contact or lead record for this participant in the CRM. Do the following:  

   1. Split the participant’s name into First name and Last name.

   2. Check if the participant is associated with an account.  

   3. If the participant is associated with an account:

      1. Create a contact for that participant and populate the contact fields with the participant details

   4. If the participant doesn’t have an associated account:

      1. Create a lead for that contact and populate the lead fields with participant details

4. If the Participant Type is Lead or Contact:

   1. Update the contact/lead’s title with the participant’s email signature

How we set the Participant Title

We assume that the job title in the participant’s email is more accurate than what is in Salesforce. Therefore, we update the contact or lead’s title with the title in the email.

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

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

• If the participant is Unknown, their Participant Title is not displayed, and the Gong Participant Title displays the title the participant uses in their emails. Although the flow creates either a contact or a lead for unknown participants, this takes time during which the participant’s type is Unknown.

Add contact roles to opportunities

Activate the Gong for Salesforce - Create Contact Role flow so that contact roles are automatically defined for opportunities. This flow identifies conversation participants who are also contacts in Salesforce and adds 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.

Flow logic

The flow is triggered when a new participant record is created. The trigger fields are:  

• Object: Participant

• Trigger: A record is created

• Conditions: 1

• Optimize for: Actions and Related Records

The flow logic for the template is:

1. When a new participant record is generated, check if the participant is defined as a contact role.

2. If the participant has a contact role, exit the flow.

3. If the participant isn’t a contact role, create the records and add them to the relevant opportunity.

Add the contact role to a primary opportunity

Activate the Gong for Salesforce - Update Participant Contact Role flow template so that the opportunity contact role details are updated with call participant details when relevant.

Flow logic

The flow is triggered when a new participant record is created. The trigger fields are:  

• Object: Participant

• Trigger: A record is created

• Conditions: 1

• Optimize for: Actions and Related Records

The flow logic for the template is:

1. When a participant record is created, check if the participant is a contact with a contact role in the CRM  

2. If the contact is a contact role, update the contact role field in the participant with the contact role details

3. If the contact isn’t a contact role, do nothing

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

Activate the Gong for Salesforce - Update Main Competitors flow template if you want opportunities to be automatically updated when a competitor is mentioned in a call. This flow requires you to set up trackers in Gong that identify competitors in calls. When you add a new tracker, this flow runs to add the competitor to the Main Competitors field in the opportunity.  

Flow logic

The flow is triggered when a tracker record is created. The trigger fields are:  

• Object: Tracker

• Trigger: A record is created

• Conditions: 1

• Optimize for: Actions and Related Records

The flow logic for the template is:

1. When a new tracker record is generated, check if the competitor already exists in the Opportunity’s Main Competitor field. If the competitor exists, exit the flow.  

2. If the competitor doesn’t appear in the Main Competitor field, add the new competitor name to the Main Competitor field.  

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

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.

Note:

If you export meeting invites and conference calls as events and you activate this flow, duplicate events will be created for each call.  

Flow logic

The flow is triggered when a Conversation record is created. The trigger fields are:  

• Object: Conversation

• Trigger: A record is created

• Optimize for: Actions and Related Records

The diagram displays the flow for creating an event:

The flow logic for the template is:

1. When a new conversation is generated, create a new event with all the event details.