Who can use this: Any team member
Available on:
Ideal for: Sales manager, RevOps
Required permissions: Manage company agents, skills and automations
Automatically triggered agents run a sequence of actions when a defined trigger fires. Use this article to create and activate one in Gong.
Custom agents promo credits
Companies receive 1,200 promo credits for each allowed seat, available through February 7, 2027. The total is calculated at the company level and tracked separately from the general credit balance. Promo credits apply only to automated custom agents. On-demand agents and other manual agent runs aren’t eligible.
Step 1: Open the agent builder
Automatically triggered agents are created and configured in the agent builder.
To open the agent builder:
From the left sidebar, click Agents.
Click + New agent, and choose how to start:
From scratch: Select Start from scratch, and then select Automatically triggered.
From a template: Click Select on one of Gong’s agent templates tagged Automatically triggered. Review the steps the template creates, and change them as needed.
Click the edit icon on the top left to give the agent a name.
The agent builder opens on the Editor tab.
Step 2: Select a trigger
The trigger is the event that starts the agent. In the Add a trigger panel, select one of the following trigger types.
CRM change
Use this trigger when you want the agent to run based on a change to a CRM record.
To configure a CRM change trigger:
Select CRM change.
Click the Add trigger dropdown, and select the event type:
An object is updated
A new object is created
An object is updated or a new object is created
Select the object, the field, and the action type.
To narrow which records start the agent, click Add filter and define your conditions. You can add a single condition or a condition group.
Date condition
Use this trigger when you want the agent to run based on a date associated with a CRM record.
To configure a date condition trigger:
Select Date condition.
Select when the trigger should fire:
When a date is approaching
When a date has passed
When a date is today
Select the opportunity and the date field.
Enter the number of days away.
To narrow which records start the agent, click Add filter and define your conditions.
Smart tracker
Use this trigger when you want the agent to run when a smart tracker detects a concept on a call.
To configure a smart tracker trigger:
Select Smart tracker.
Select the tracker. The tracker’s filters are displayed on the page automatically.
Step 3: Add actions
Actions define what the agent does when the trigger fires. An agent can have one or more actions, which run in sequence. Click the step block on the canvas, or click + to add a new step, to open the Add an action panel.
Note:
Generate with AI, Generate brief, and Enrich contacts consume Gong credits each time the agent runs. The other actions don’t. Learn more about agents and credits.
Generate with AI
Use this action to generate summaries, insights, or recommendations based on data from the trigger.
To configure a Generate with AI action:
Select Generate with AI.
Enter your instructions in the prompt box.
(Optional) Click Add files to attach files the agent can use as context when it runs.
(Optional) Click Add skills to select skills the agent can use.
Note:
You must add instructions that tell the agent when and how to use the skill.
Send an internal email
Use this action to send an email to one or more Gong team members using data from the agent.
To configure a Send an internal email action:
Select Send an internal email.
Enter the recipients. You can select by CRM role, choose entire teams, or individual team members.
Enter the email subject.
In Message, click Add variables to include values from variables in the message.
Note: to include the output from the agent in the email you must add it as a variable.
Send a Slack message
Use this action to send a Slack message to a channel or to specific team members.
To configure a Send a Slack message action:
Select Send a Slack message.
Select the recipients. You can select by CRM role, choose entire teams, or individual team members.
Select the channel.
Enter the message.
Generate brief
Use this action to generate a brief for an account or a deal.
To configure a Generate brief action:
Select Generate brief.
Select the brief type.
Select the lookback period.
Select the scope, whether the brief should be generated on an account or deal.
The recipients are not part of this step. To deliver the brief, add a Send an internal email or Send a Slack message action after it.
Update field
Use this action to update a field on a CRM record.
To configure an Update field action:
Select Update field.
Select the CRM object to update.
Click + Add field, select the CRM field, and enter a value for the field. You can select multiple fields to update. Text fields can be populated with data generated by the agent.
Enrich contacts
Use this action to enrich a contact or lead. Enrichment is only available for agents triggered by a change to a contact or lead.
To enrich contacts:
Select Enrich contacts.
Select the data to retrieve:
Job title, department, location, and employment status
Email addresses
Phone numbers
Add to flow
Use this action to add contacts or leads to a flow.
To configure an Add to flow action:
Select Add to flow.
Select the flow and the assignee. Assignees are role-based, for example SDR or role manager.
Start a play
Use this action to start a play for an account.
To configure a Start a play action:
Select Start a play.
Select the play and the assignee. Assignees are role-based, for example SDR or role manager.
Click Apply.
Step 4: Configure the agent settings
Before saving, give the agent a name and description so it’s easy to identify.
To configure the agent settings:
Click Settings in the top right.
To change the icon, click the Icon dropdown and select an icon.
In the Agent name field, enter a name for the agent.
In the Description field, enter a description of what the agent does and when to use it.
In Data access, set which user should determine the data the agent has access to. Choose between:
Agent creator: Agent can access data the team member who created the agent has access to
CRM role: Agent can access data team members with the selected CRM role have access to
Click Save.
Step 5: Save, test, and activate the agent
When the trigger and actions are configured, save the agent and test it. Activate it once you have verified it works as expected.
To save the agent: Click Save in the top right.
To test the agent: Click Test and select the object that triggers the agent to test the agent on. Click Run to test the agent. A test consumes credits only for Enrich contacts actions.
To activate the agent: Click the Disabled dropdown, and select Enabled and click Save.
The agent is now active. It runs automatically each time the trigger fires. To review runs, click the Runs tab.
Frequently asked questions
Can I edit an automated agent after it is activated?
Yes. You can change the agent trigger and add or remove actions while the agent is enabled. You must save the changes for them to take effect. You can edit any agent you have permission to edit, even if someone else created it.
Can I have more than one trigger on a single agent?
No. Each automated agent uses one trigger. To respond to different events, create a separate agent for each trigger.
Where can I see if an agent run succeeded or failed?
Click the Runs tab in the agent builder to view the run history. Each run shows the steps that completed successfully and the steps that failed, including the reason for each failure. An error in a step stops the run and sets the run status to Failed.
Why is my agent Paused?
An agent changes to Paused when your company runs out of credits and the agent has at least one action that consumes credits. A paused agent skips its runs, and they show the status Skipped in the Runs tab. The agent resumes on its own when your company has credits again. Learn more about agents and credits.