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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 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: