Creating and managing rulesets

Tech admin, Business admin

Gong Engage*

How to create a ruleset

Engage > Rulesets

• Click Create ruleset

• Give your ruleset a name and description 

• Configure each rule within the ruleset. There are several categories of rules available within rulesets:

  • Flow exclusivity. Controls whether this flow is exclusive, meaning a person can’t be added to other flows at the same time. Whether or not this rule is configurable depends on your company’s Flow settings for flow exclusivity

  • Outbound emails. Set opt-out settings. Choose whether or not to display an opt-out footer for all emails in the flow. Whether or not this rule is configurable depends on your company’s Email settings for displaying opt-out footers.

  • Response handling. Controls what happens when someone replies, books a meeting, calls back, or their email bounces. When someone replies with an out of office message, the flow step is delayed and the flow will remain paused until the return date, ensuring follow-ups resume only after the contact is expected to be back.

    If Gong can't detect a date of return, the flow will not be paused. It will continue as originally scheduled, even if the only replies are repeated automated OOO messages.
    Customizable response handling triggers and actions include:

    • Replies via email → Pause the flow, stop the flow, or continue the flow and optionally create a response to-do

    • Meeting booked → Pause the flow, stop the flow, or continue the flow and optionally create a meeting booked to-do

  • CRM change. Automate how people are handled in a flow when key information changes in your CRM to ensure that your flows always reflect the most current information.

    • For example:

      • When a lead is disqualified, remove them from all active flows.

      • When an opportunity is marked as Closed Lost, remove all associated contacts from their flows.

      • When an account churns, remove all contacts associated with that account from their flows.

• Click Save. Your ruleset is now ready to be applied to flows.

How to create a CRM change rule

Create rules that define flow behavior when key information changes in your CRM. For example, stop a flow when an account churns.

Engage > Rulesets

1. Select a ruleset or create a new one.

2. In the CRM change section, click + Add rule.
   

3. Define the trigger that will start the rule. You can create triggers based on updates to a Lead, Contact, Account, or Opportunity.

   Note:

   When you use an opportunity trigger, it only applies to people in flows that are linked to that opportunity. Gong can’t determine whether a flow is relevant to an opportunity unless it’s explicitly linked.

4. Set the conditions for the trigger. You can define which specific values will trigger the action. For example, for the Status field, you might select the values Closed-Converted and Working-Contacted. You can select multiple values.
   

5. Choose the action to take when the conditions are met. The available action is Remove contact/lead from the flow.
   

6. Click Apply.

How to edit a ruleset

Engage > Rulesets

1. Click > Edit next to the ruleset you want to edit

2. Make your changes and click Save

When you make a change to a ruleset, that change is instantly applied to all flows where the ruleset is being used.

How to manage your company’s rulesets

Engage > Rulesets

On the Rulesets page, see each ruleset’s name, description, how many flows it’s currently applied to, who created it, and who last modified it.

Use the search to find a ruleset by name, description, or the name of the team member who created or modified it.

Sort the list of rulesets by clicking ↑ or ↓ in the column header you want to sort by.

How to set a ruleset as default

Engage > Rulesets

1. Click > Set as default

There is always one default ruleset. Whichever ruleset is set as the default is automatically applied to new flows when they’re created. The ruleset for individual flows can be changed later by anyone who has permission to edit the flow.

How to apply a ruleset to flows

Engage > Rulesets

Apply a ruleset to multiple flows from the Rulesets page. You can also manage a specific flow’s ruleset from the flow’s settings.

Apply a ruleset to multiple flows

Engage > Rulesets

1. Click > Apply ruleset to flows.

2. Select the flows you want to apply the ruleset to.

3. Click Next.

4. Click Apply.

Once applied, you can always change a flow’s ruleset if needed.

Manage a specific flow’s ruleset

Engage > Flows > Select flow > Settings

1. Click Change ruleset.

2. Select the ruleset you want to use and click Select.

3. Click Save for the changes to take effect.

You can view the ruleset details from the flow settings, but you cannot edit them directly from here. Once applied, you can always change a flow’s ruleset if needed.

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