Gong Extension for Google Chrome
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Gong Extension for Google Chrome


Article summary

The Gong Extension for Google Chrome lets you integrate Gong features directly into your Gmail experience so that you can generate impactful sales engagement straight from your inbox and your CRM. It’s designed to bring the power of Gong, with its comprehensive customer interaction data and enterprise-level security, into the existing workflows of revenue teams. 

With the Gong Extension, you can personalize emails to buyers using functionality from Gong Engage right within Gmail, including contact views, Ask Anything about contacts, and templates. Track email performance to monitor buying signals and follow up at the right time. Update CRM information, add to-dos, add people to Gong Engage flows, view contact details with a complete history of interactions, and add them to Gong Engage flows right from Salesforce. You can use the Gong Extension with multiple domains.

To use the Gong Extension, you need to:

  • Have an Engage license

  • Be logged in to Gong

  • Use the same email account for:

    • Your Gmail inbox email address

    • Your Gong-associated primary email address (the email address you use in Gong under My Settings > Emails > Email write-permission)

    • Your Gong authentication email address (the primary email address you use in your user profile)

Installing and activating the extension

Visit the Gong Extension Chrome store page and click “Add to Chrome”. If you’re not already signed in to Gong, click “Sign in” in the purple banner at the top of your Gmail window.

You’ll be directed to Gong to sign in. Once you return to Gmail, the extension is automatically active.

Alternatively, admins can save your teams time by automatically installing (force-install) the Gong Chrome Extension for all users in your organization. To do this, see the Google Chrome instructions on how to Automatically install apps and extensions

Once installed, the Gong Extension needs permission to interact with specific applications. Sometimes the URLs for these applications change and Gong will ask for permissions again. When prompted with an alert in Chrome asking for additional permissions, choose Allow. 

To check that the extension is installed:

  1. Click on the more menu at the top right of your Chrome browser window

  2. Go to Extensions

  3. Go to Manage extensions

  4. Check for the Gong Extension

You can also type “chrome://extensions/” into your browser.

To check that the extension is installed and turned on:

  1. Click on the more menu at the top right of your Chrome browser window

  2. Go to Extensions

  3. Go to Manage extensions

  4. Check for the Gong Extension and make sure it’s toggled on

Updating the extension

Whenever we release new versions of the extension, your version will get updated automatically, meaning you might need to refresh your Gmail browser window to get the latest features.

To see which version of the extension you’re using:

  1. Click on the more menu at the top right of your Chrome browser window

  2. Go to Extensions

  3. Go to Manage extensions

  4. Select the Gong Extension and see which version is listed

Using the extension in Gmail

To start using the extension, go to your Gmail inbox and make sure you’re signed in with your work account. The extension will only work for the Gmail account you use to sign in to Gong. 

Tracking

By sending emails from Gmail while using the Gong Extension, we can track when:

  • Anyone opens an email you’ve sent

  • Anyone clicks on a link in an email you’ve sent

From any list of emails in any folder in Gmail, you can get an overview of interactions with an email. Next to the email’s subject line, the number and lightning bolt indicate how many email opens and link clicks took place over all time for that email. Hover over the lightning bolt to see opens and clicks.

We track whenever an email is opened using an invisible tracking pixel. To track link clicks, Gong replaces link URLs with a custom tracking URL, then redirects the person clicking the link to the intended URL. This process is invisible to the recipient. Note that other triggers might cause the pixel to load apart from the intended recipient opening and reading the email. 

If you, someone internal, or someone the email was forwarded to opens the email, the pixel will be loaded and this will count toward email opens. If you want to review an email you sent, we suggest opening it from the Messages page in Gong so that it won’t be counted toward email opens.

Learn more: How does email tracking work?

Plain text emails cannot be tracked because they cannot include a tracking pixel and modified URLs. In Gmail, you can turn plain text mode on and off. To switch from plain text to rich text formatting, open up a new compose window, click the more menu in the Compose toolbar, and uncheck "Plain Text Mode".

We only track emails that are tracked in Engage as well, meaning email addresses that are linked to a contact or lead in your CRM. For example, if you send an email to [email protected] and that email address does not belong to a contact or lead in the CRM, it won’t be tracked. 

If you reach out to someone and then add the email to your CRM later on, any previous emails are tracked retroactively.  

Templates

Easily browse and apply the same templates you use in Gong Engage without leaving the email you’re working on. To use Gong templates in Gmail, open a new email an existing draft, or a reply. Click on the purple “Templates” button. From here, you can preview and select the template you want to use.

If you specify recipients before selecting a template, the first recipient you specify is the one we use to fill in variables automatically. If you select a template containing variables and haven’t specified a recipient for your email, those variables won’t be filled in automatically when you apply the template. We’ll highlight any unresolved variables in red and give you a confirmation message to make sure you spot them before sending your email.

See when someone is a contact or lead in Gong

You probably use Gmail for communicating with both colleagues and external prospects and customers. To easily distinguish between the two, you’ll know someone is logged as a contact or lead in Gong if they have a purple person icon next to their name.

You can see when someone has been marked as do not contact in Gong, indicated by the red dot next to the person icon:

Click on the icon to get full context about the person in contact view. From contact view, you can see related notes and to-dos, update CRM fields, and more. You can also use Ask anything to ask open-ended questions about the person, and get AI-generated answers based on recent conversations with them in seconds. Learn more about how to use Ask anything.

Note that we don’t yet support making calls or writing emails directly from the extension.

Using the extension in Salesforce

Add people to Gong Engage flows directly from Salesforce

To get started, go to any list or report that has contacts or leads in Salesforce. 

When viewing a contact or lead, add them to a flow by clicking Add to flow and selecting the flow you want them to start. You can also click the purple person icon next to their name, and then select the flow you want them to start.

When viewing multiple contacts or leads, use either the Salesforce checkboxes or the purple person icons to check off the people you want to add to a flow. Then, click Add to flow and select the flow you want the selected people to start.

Add people to Gong Engage flows from Salesforce campaigns

When viewing a list of contacts or leads in a campaign, add them to a flow by clicking Add to flow and selecting the flow you want them to start. You can also click the purple person icon next to their name, and then select the flow you want them to start.

Get complete context on a contact or lead

Click on the purple person icon next to someone’s name to open up contact view and see information about them from Gong.

From contact view, you can use Ask anything to ask open-ended questions about the person, and get AI-generated answers based on recent conversations with them in seconds. Learn more about how to use Ask anything.

If the Gong icon is grayed out and has a yellow dot, this indicates that the contact or lead is not yet synced with Gong.

FAQs

I’m not seeing tracking for an email in Gmail, why not?

To see tracking stats in Gmail, you need to allow Gong to read emails. In the top nav bar, click your name, and then click My Settings. Under emails, if your email write permission is off, click Connect.

You may not see tracking information in Gmail if the email was sent to someone not in your CRM. If an email is sent to both CRM and non-CRM people, all interaction stats will appear at the thread level for anyone included in the email, regardless of whether or not they’re in the CRM.

Will I have tracking on emails sent from the Gmail mobile app?

Any email sent from the Gmail mobile app will not be included in the interaction stats visible on the web app. For example, if you view a thread with 5 messages sent back and forth, some from the Gmail web app and some from the Gmail mobile app, the interaction stats only represent interactions with the emails sent from the web app.

What should I do if I’m still experiencing issues with the Gong Extension?

If you’re experiencing issues with the Gong Extension, this may be caused by other active extensions you’re using. You can try deactivating other extensions temporarily to see if the issue persists. 

To reset the extension, toggle it off and back on through your Google Chrome extension settings.

You can also contact Gong Support with a list of any active extensions you’re using so we can investigate your issue.

Are my emails exported to Salesforce?

Depending on the email export settings your admin has defined, emails you send using Gong Chrome Extension features can be exported.


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