Create and manage smart trackers

  • Updated on Sep 16, 2025
  • Published on Apr 17, 2024
  • 4 minute(s) read
  • d
  • Amanda Zatman
  • Deborah Landau
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Business admin

Gong Foundation*

Smart trackers are advanced AI models that uncover key concepts in your conversations using simple, natural language questions, recognizing intent no matter how it’s phrased in the conversation. For example, if you want to track budget concerns, smart trackers will find when customers say things like “Is there a cheaper option?” or “We need to stay within budget.”

Smart trackers drive better outcomes by enabling your team to:

  • Detect key concepts and customer sentiment, however they’re expressed.

  • Track conversational topics, not just phrases or keywords, for richer insights.

  • Spot customer concerns, measure rep effectiveness, monitor product reception, and identify trends early, for viable business results.

Key features of smart trackers

Monitor conversations more effectively with smart trackers that deliver:

  • Effortless setup: Create a smart tracker in minutes using natural language.

  • Global reach: Works across multiple languages for flexibility across teams.

  • Universal access: Available to all customers, as no minimum call volume required.

  • Latest AI-powered accuracy: Generates fast and accurate insights into customer needs.

Create a custom smart tracker

Admin Center > Agent Studio

Note:

These instructions are for question-based smart trackers, rolling out in September 2025. To see instructions for the original smart tracker builder, steps create and manage example-based smart trackers.

  • Hover over AI Tracker and click Settings.

  • In the AI Tracker settings page, click + Create tracker, and select Smart tracker.

    AI Tracker settings page showing options to create smart and keyword trackers.

The screenshot below shows you the steps you need to take to build your smart tracker:

Interface for creating a new tracker with various input fields and options.

  1. Choose how to build your question:

    1. Use question builder (default): Construct a question by selecting from predefined phrases for three individual sections.

    2. Write a free-text question: Write your own question about what happened in the conversation, using natural language.

  2. Ask a question about something that happened in the conversation.

    1. Question builder: Select from the fixed word choices, then add your own topic if needed.

      User interface for asking questions about customer conversations and topics.

    2. Free-text: Type your question directly.

      Define a concept to track customer conversation insights and challenges effectively.

  3. Provide extra information to improve tracking accuracy.

    1. Question builder: Gong autofills this section. Review it and edit, add, or replace details. (Some elements will always need replacing, such as Competitor, Solution, or Integration names).

      List of competitors and solutions relevant to our company for evaluation purposes.

    2. Free-text: Enter any additional details.

      Note:

      Switching from the question builder to free-text carries over any pre-filled details (see step 3). Switching back to the question builder restores your original selections.

  4. Choose where to track it:

    Options for tracking conversations with filters for accuracy and scope selection.

    1. Side of conversation (free-text only): Our rep / Customer / Any party.

    2. Type of conversation: Calls or Calls and emails.

    3. Filters: Click Edit filters to refine your results, for example, by participants, account name, call title, or internal vs. external calls. Click + Add filters to add other filters.

    4. Part of call: Default is Anytime, which includes the entire call. Change to the First or Last X Minutes or Percent, if needed.

  5. Click Preview results to test your tracker. Gong samples 100 random calls and shows results in the right pane. Each includes meeting details, such as account, and a summary of the tracked concept.

    1. Click Based on X mentions to view the relevant conversation snippets.

    2. Scroll to the bottom of the list to search beyond the initial 100 calls.

    3. If you’re not satisfied with the results, adjust the question, details, or filters, and preview again.

  6. When you’re satisfied with the results, you have two options:

    • Click Save: Name the tracker and save it. You’ll find the tracker in your AI Tracker settings page, with the label Draft, until you publish it. Click Edit when you’re ready to publish it.

    • Click Publish:

      Settings for publishing a tracker with options for notifications and conversation history.

    • Name the tracker and choose settings:

    • Apply only to upcoming calls, or include calls from the past 14 or 30 days.

    • Decide whether to collect the calls in a stream and set up when to be notified.

You can have up to 20 published question-based smart trackers. When you go to publish a tracker, you’ll see how many of the 20 you still have available. To publish an additional smart tracker, either unpublished a published question-based smart tracker, or build the smart tracker using the example-based builder.

Note:

In the future, this feature may be billed according to usage.

If you set up a stream, click Notify others to manage stream details.

Your tracker is now easily found in AI Tracker settings. You can view tracker results in the following places:

  • Search page

  • Team stats

  • Streams

  • Initiative boards

  • Calls API

  • Calls CSV

  • Playbooks

  • Deal activity panel

Note:

If you want to create an example-based smart tracker, click Example-based builder at the bottom of the page:

Filters section with options for external scope and example-based builder highlighted.

Edit a smart tracker

Admin Center > Agent Studio

  1. Hover over AI Tracker and click Settings.

  2. Find the tracker, click Edit, make changes, and preview if needed.

    Customer pain points section with options to edit and filter information displayed.

  3. Click Publish to apply changes.

Delete or unpublish a question-based smart tracker

Admin Center > Agent Studio

  1. Hover over AI Tracker and click Settings.

  2. Find the tracker and clickthen choose:

    Options for managing customer pain points, including editing and deleting entries.

    1. Unpublish: Confirm to Unpublish. Past results are saved and available if republished.

    2. Delete: Confirm to permanently delete. This action can’t be undone.

Note:

If the tracker is used in a stream, playbook, or elsewhere, you’ll need to remove it from there before you can unpublish or delete it.

*The features available to you depend on your company’s plan and your assigned seats.

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