Who can use this: Any team member
Available on: Gong Foundation, Gong Engage
Ideal for: Sales rep
The Gong Dialer lets you make and receive calls in the Gong web app, directly from Gong Engage, without switching to a separate phone system. Calls are logged automatically, and recorded calls are transcribed and analyzed in Gong.
Note:
Looking to make calls from your phone? Gong Connect is the dialer in the Gong mobile app. Learn more about capturing mobile calls with Gong Connect.
Note:
Setting up the Gong Dialer for your company? Learn more about About the Gong Dialer configuration.
Who can use the Gong Dialer
Access depends on the type of Gong seat your admin has assigned to you.
Engage seat: Full access to the web dialer and Gong Connect, the mobile dialer. Make and receive outbound and inbound calls.
Foundation seat: Gong Connect, the mobile dialer, with limited functionality. Outbound calls are available only from your verified personal number.
Note:
If the dialer isn't available to you, ask your admin to enable it for your account and to set up a business number for you.
How to open the dialer
Open the web dialer from several places in Gong. It opens over the page you're on, showing the contact's phone numbers and a panel with their details on the right.
People page: Hover over a contact or lead and click the call icon in the Actions column.
Contact view: Click the phone icon at the top of the contact panel.
Call to-do: Open a call to-do from the To-dos page. The dialer opens with the contact already filled in.
Quick access: Click the dialer icon in the top-right navigation bar from anywhere in Gong.
Keyboard shortcut: Press Shift + D to open the dialer from any page.
Learn more about making calls with Gong Engage.
What happens to calls
All calls made through the Gong Dialer are logged automatically, regardless of whether they are recorded.
Recorded calls: Transcribed and analyzed by Gong. The recording and transcript appear in Conversations and are associated with the contact's activity timeline.
Unrecorded calls: Logged and visible on your home page and the contact's activity timeline, but not transcribed.
Whether a call is recorded depends on the recording method your admin sets for the region. Learn more about recording calls with the Gong Dialer.
Usage limits
Each Engage seat includes 36,000 minutes of dialer usage per year. Your admin is notified when you approach this limit. If you reach it, contact your admin to discuss options.
Frequently asked questions
Can I make international calls?
Yes, with some exceptions. You can make calls to most countries, but calls to China can't be made through Gong Engage, and calls to India can only be made from non-India numbers. To improve answer rates, ask your admin to get a local number in the regions where your team operates. Learn more about making international calls.
Are all calls automatically recorded?
No. Calls within the US and Canada aren't recorded automatically by default. Your admin sets the recording method for your company and can configure different methods per country or area code. You can always pause or stop a recording during a call.
Does the Gong Dialer support voicemail drop?
Yes, you can drop a pre-recorded voicemail message. Learn more about recording and managing voicemail messages.
Can the Gong Dialer receive inbound calls?
Yes. Inbound calls ring in your browser and on your forwarding number, depending on what has been set up. Learn more about receiving inbound calls.
Does the Gong Dialer choose a local number for me automatically?
Not automatically. You can choose the number to call from, as long as it is available to you. Once your admin enables local dialing, you can select Local number and Gong chooses the best available matching number. Learn more about using local dialing.
Does the Gong Dialer support power dialing?
The Gong Dialer doesn't include a built-in power dialer. If your company uses a power dialer integration such as Nooks or Orum, you can use it alongside Gong to load call tasks from Engage and automatically log call outcomes back to Gong and your CRM.