Configure Engage CRM fields

Who can use this: Tech admin

Available on: Gong Engage

Engage shows reps data from your CRM, such as account owners, phone numbers, and email addresses. You choose which CRM fields supply that data on the Engage CRM setup page. The same page has settings for sending Engage notes to Salesforce and for what happens to a flow when its contact is deleted.

These settings are step 3 of setting up Engage. For the rest of the setup steps, see setting up Engage.

Choose which CRM fields appear in Engage

Set the company default for the fields that show on the CRM tab in the contact drawer, in Accounts, and in Deals. Each team member can then customize their own selection if they have the right permissions. Built-in phone and email fields show without labels until you add them, and custom fields do not show until you add them.

Required permissions:

Select which CRM fields are displayed in Engage

To set the default CRM tab fields:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Engage CRM setup under the Gong Engage card.

3. In the left menu, click Update CRM tab fields.

4. Under Select fields for CRM tab in contact drawer, click Add Fields in the Contact list, and select the fields to show.
   Note: New fields land at the bottom of the CRM layout list.

5. Repeat in the Lead list.

6. Under Select fields for CRM tab in Accounts and Select fields for CRM tab in Deals, select the fields to show.

7. (Optional) Drag a field by its drag handle to change the order, or click the X next to a field to remove it.

8. Click Update.

Choose how accounts and leads are assigned

CRM assignment decides which accounts and leads each team member sees as theirs in Engage.

To set up CRM assignment:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Engage CRM setup under the Gong Engage card.

3. In the left menu, click CRM assignment.

4. Under Account assignment, select the CRM user lookup field used to assign accounts to reps. The selected field populates accounts for each team member. For example, this may be Account → Owner ID.

5. Under Lead assignment, select the CRM user lookup field used to assign leads to reps. For example, this may be Lead → Owner ID.

6. Click Update.

Important:

Fields selected here must be lookup fields.

Note:

Removing an assignment field does not change anything in your CRM. Accounts and leads that were assigned through that field stop appearing on Accounts and People for the assigned team member, but their open to-dos stay in place.

Choose which CRM fields hold contact details

Tell Gong which CRM fields you use for each type of contact detail so that Gong can match and display them. If a field you need is not listed, click the import them here link on the Contact details page to import it.

To choose contact detail fields:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Engage CRM setup under the Gong Engage card.

3. In the left menu, click Contact details.

4. Select the fields for each category:

   • Phones and emails: CRM fields for contact and lead phone numbers and email addresses

   • LinkedIn Profile: CRM field for the person's LinkedIn profile

   • Location: CRM fields for country, state, and city

   • Time zone: CRM fields for the time zone

5. Click Update.

Note:

Gong works out a person's local time from the country, state, and city fields. If any of the three is not mapped, Gong uses your CRM's time zone fields instead. Those values must be in GMT format, for example GMT+2, GMT-5, or GMT+0. Gong does not read other formats. If no LinkedIn Profile field is mapped, Gong searches LinkedIn by the person's name.

How Gong saves new phone numbers and email addresses

The Phones and emails section under Contact details has four lists: Contact phone numbers, Lead phone numbers, Contact email addresses, and Lead email addresses. The order of the fields in a list decides where Gong saves a phone number or email address that a rep adds in Gong.

For each new entry, Gong:

• Uses the standard Email, Phone, and Mobile fields first.

• Uses the remaining fields next, in the order they appear in the list.

• Keeps the entry in Gong only, without showing an error, when every field is already in use.

If all fields are in use, new entries won't save to your CRM until you add more fields. When you add a new phone or email field, Gong backfills up to three years of data.

Sync Engage notes to Salesforce

Send Engage notes to Salesforce so they appear next to the rest of your account records. Gong adds each note to the notes objects in Salesforce and links it to the related account, contact, and lead objects. A note can link to more than one account, contact, or lead. Every note and every edit appears in Salesforce.

To sync Engage notes to Salesforce:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Engage CRM setup under the Gong Engage card.

3. In the left menu, click CRM Notes sync.

4. Turn on Export notes to Salesforce.

5. Click Update.

Note:

Salesforce must have Notes enabled for contact, account, and lead. Add Notes to the page layout, and select Enable Notes in Notes Settings. Notes is not the same as Notes & Attachments.

Keep flows running when contacts are deleted

Turn on automatic replacement so that a flow keeps running when its contact or lead is deleted. Gong then looks for exactly one other contact or lead with the same email address. If it finds one, Gong replaces the deleted person and the flow continues. If it finds none or several, the flow stops.

To replace deleted contacts and leads automatically:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Engage CRM setup under the Gong Engage card.

3. In the left menu, click Merged contacts.

4. Turn on Automatically replace deleted contacts and leads in flows with matching duplicates.

5. Click Update.

Frequently asked questions