Flow statuses in your CRM
  • 06 Feb 2025
  • 3 minute read
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Flow statuses in your CRM

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Article summary

Who's this for? Admin

Working with Gong Engage requires an Engage seat.

Once you’ve set up custom flow fields, which can be done manually or automatically via our managed app, the flow status field for contacts and leads can contain any of the following possible values. Note that “do not contact” status in Gong is separate from someone’s flow status.

When the new values for the flow status are first exported, they are set as inactive values for the field. This means you won’t be able to build reports or filter according to these values, although they are displayed in the object. In order to activate the values, go to the Lead, Contact, Task and Event objects and activate the inactive values. If some of the new values haven’t yet been added, you can add them manually.

Note:

If you change the flow field values or the person’s status in Salesforce, the new values are not synced to Gong.

Legacy value

Current value

Description

Active

In progress

The contact/lead is currently active in the flow

N/A

Paused

The contact/lead is in a flow that was paused, either manually or automatically

N/A

Opted out

The contact/lead was removed from the flow automatically because they were marked as 'Opted Out'

Removed response

Finished (replied)

The contact/lead was removed from the flow automatically because an email reply was received

Removed

Finished (removed manually)

The contact/lead was removed from the flow (not because they were marked as 'Opted Out')

N/A

Finished (meeting booked)

The contact/lead was removed from a flow because they were attributed to a booked meeting

Completed

Finished (no reply)

The contact/lead completed the last step of the flow and did not reply

Removed

Bounced

The contact/lead was removed from the flow automatically because an email bounced

Removed

To-do expired

The contact/lead was removed from the flow automatically because their flow was paused for 30 days

Removed

No license

The contact/lead was removed from the flow automatically because the rep assigned to the flow step does not have an Engage license

Removed

Person deleted

The contact/lead was removed from your CRM

This status won’t be visible in your CRM as there won’t be a contact record to attribute the status to

Removed

Flow deleted

The flow was deleted in Gong

N/A

Removed (other)

The contact/lead was removed from the flow. To investigate the technical reason behind this status, contact support.

Each flow status field value comes with additional details to give you more context about the flow history of the contact or lead.

Let’s look at an example. Your contact John Smith was added to a flow called “Flow for EMEA 0043”. Then, Gong automatically paused the flow because John replied via email. John’s contact page in your CRM would display the following:

When the flow is in progress

When automatically removed from the flow

Engage Flow ID: 12345678

Engage Flow Name: Flow for EMEA 0043

Engage Flow Status: In Progress

Engage Step Number: 3

Engage Step Type: Call

Engage Step Completion Date: 27.08.2023

Added to Engage Flow By: Adam Gong

Date Added to Engage Flow: 20.08.2023

Engage Step Attempt ID: 12345

Currently in Engage Flow: Yes

Engage Flow ID: 12345678

Engage Flow Name: Flow for EMEA 0043

Engage Flow Status: Paused

Engage Step Number: 3

Engage Step Type: Call

Engage Step Completion Date: 27.08.2023

Added to Engage Flow By: Adam Gong

Date Added to Engage Flow: 20.08.2023

Engage Step Attempt ID: 12345

Currently in Engage Flow: Yes

When a flow is paused because of an email reply, a to-do is created for the flow owner letting them know there was a response. From that to-do, the flow owner can choose to remove the person from the flow. If John’s flow is paused for 30 days without being removed manually, John will be removed automatically. Once removed, whether manually or automatically, the flow fields would change as follows:

When the flow is in progress

When automatically removed from the flow

Engage Flow ID: 12345678

Engage Flow Name: Flow for EMEA 0043

Engage Flow Status: In Progress

Engage Step Number: 3

Engage Step Type: Call

Engage Step Completion Date: 27.08.2023

Added to Engage Flow By: Adam Gong

Date Added to Engage Flow: 20.08.2023

Engage Step Attempt ID: 12345

Currently in Engage Flow: Yes

Engage Flow ID: 12345678

Engage Flow Name: Flow for EMEA 0043

Engage Flow Status: Finished (replied)

Engage Step Number: 3

Engage Step Type: Call

Engage Step Completion Date: 27.08.2023

Added to Engage Flow By: Adam Gong

Date Added to Engage Flow: 20.08.2023

Engage Step Attempt ID: 12345

Currently in Engage Flow: No


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