How Engage data is exported to your CRM
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How Engage data is exported to your CRM


Article summary

Working with Gong Engage requires an Engage seat for Reps, Managers, and Admins. Engage activities like emails, calls, LinkedIn requests, and tasks are exported to CRM with standard or flow fields. Changes in Salesforce won't sync to Gong. Dialer calls, emails, LinkedIn messages, and custom tasks are exported with specific information. Call dispositions are added as standard fields. Flow fields are exported for activities in a flow. Custom flow fields can be set up manually or automatically. Activities are associated with contacts based on CRM information. API consumption for exporting emails to Salesforce takes around 2 hours. Each email export consumes a single API call.

Note:

Working with Gong Engage requires an Engage seat.

Who's this for? Reps, Managers, Admins

In this article, learn about how Engage models activity data in your CRM.

  • Complete the Engage setup steps, including selecting which data you want to export to your CRM

  • Set up custom flow fields. The flow fields will not be applied retroactively to any flow-related activity that took place before the flow fields were set up in your CRM

Note:

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

Engage activities, which can be executed as one-offs or as steps in a flow, are exported to your CRM. These activities can include emails, calls, LinkedIn connection requests and messages, and tasks. Activities that are not executed as a part of a step in a flow are exported with standard fields, while activities that are executed as part of a step in a flow are exported with both standard fields and flow fields.

This table describes how Engage to-do activities are exported to Salesforce:

To-do type

Exported when

Task subject

Task status

Task type

Email

Email is sent via the Gong email composer automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce

[Gong <email direction>] <email subject>

Completed

Email or Other depending on your settings

Calls - including short calls, attempted calls and calls not recorded

Call is made via the Gong Connect app, automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce

[Gong <call direction>]: <call title> - <call result>

Completed

Call

Task

Task is manually marked as complete

[Gong] Engage task - <activity title> with <contact name> from <account name>

Completed

To-do or Other depending on your settings

LinkedIn connection request

LinkedIn connection is manually marked as complete

[Gong] LinkedIn connect - <activity title> with <contact name> from <account name>

Completed

LinkedIn Message or Other depending on your settings

LinkedIn message

LinkedIn message is manually marked as complete

[Gong] LinkedIn message with <contact name> from <account name>

Completed

LinkedIn Message or Other depending on your settings

Engage data you can use to create reports in your CRM

The following table includes the information you need when building reports in your CRM using Engage activity data.

Activity in Gong

Telephony call

Web conference

Meeting

Email

Subject

The meeting title, in the format of ‘System:Meeting name’

For example, Zoom: Sync with Acme Robotics

The meeting title, in the format of ‘System:Meeting name’

For example, Zoom: Sync with Acme Robotics

 

The email subject, includes details whether the email was outbound or inbound

Type (Salesforce only)

Call

Call

Meeting

Empty

Task Subtype

Task

Task

N/A

Email

Call Outcome

The disposition (outcome) of the call as set by the call owner. Part of the metadata of a dialer call

N/A

 

N/A

Status

Completed

Completed

N/A

Completed

Related To

Opportunity

Opportunity

Opportunity

Opportunity

Assigned To

Meeting owner

Meeting owner

Meeting owner

The Salesforce user associated with the Gong user

Name

Contact/Lead Name

Contact/Lead Name

Contact/Lead Name

Contact/Lead Name

Due Date

Date of the call

Date of the call

Date of the call

Date of the email

Notes

Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call

Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call

Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call

Includes the following email details:

The email 'from' and 'to' details, the time the email was sent, the body of the email, a link to the email activity in Gong

Engage activities exported to your CRM

We don’t export to-dos, we export the activity and add the to-do information.

Dialer calls

For calls, see which information Gong exports here:

Sync calls to Salesforce

Sync calls to HubSpot

If the call is part of a step in a flow, flow fields will be exported in addition to the standard fields.

Dialer calls include recorded calls, non-recorded calls, and call attempts. The call record that gets exported to your CRM includes Call Spotlight. Call Spotlight is shown for any contact/lead-facing call made via any dialer in English.

If 5 call attempts are made to 1 person, 5 records will be created in your CRM. In the same way, if 5 call attempts are made as a part of a step in a flow, 5 records are created that include the flow activity fields listed above.

Emails

For emails, see which information Gong exports here:

Sync emails to Salesforce

Sync emails to HubSpot

If the email is part of a step in a flow, flow fields will be exported in addition to the standard fields.

You can choose whether to export 1 email as 1 task, or 1 email as multiple tasks.

LinkedIn connection requests & messages

For LinkedIn connection requests and messages, Gong exports the following information to Salesforce:

Field

Value

Subject

The message subject

For example: ‘[Gong] LinkedIn message with Johnny Appleseed’

Status

Completed

Due date

Date the to-do was marked as complete

Assigned to

Person who completed the to-do

Account/opportunity

Account

Contact/lead

Contact or lead

For LinkedIn connection requests and messages, Gong exports the following information to HubSpot:

Field

Value

Subject (or message if there is no subject)

The message subject

For example: ‘[Gong] LinkedIn message with Johnny Appleseed’

Date

Date the to-do was marked as complete

Assigned to

Person who completed the to-do

Associated account & opportunity

Account

Associated contact

Contact

If the LinkedIn connection request or message is part of a step in a flow, flow fields will be exported in addition to the standard fields.

Custom flow tasks in Salesforce

For custom flow tasks, Gong exports the following information to Salesforce:

Field

Value

Subject

Activity subject

For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’

Status

Completed

Due date

Date the to-do was marked as complete

Assigned to

Person who completed the to-do

Account/opportunity

Account

Contact/lead

Contact or lead

Custom flow tasks in HubSpot

For custom flow tasks, Gong exports the following information to HubSpot:

Field

Value

Subject (or message if there is no subject)

Activity subject

For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’

Status

Completed

Date

Date the to-do was marked as complete

Assigned to

Person who completed the to-do

Associated account & opportunity

Account

Associated contact

Contact

If the custom flow task is part of a step in a flow, flow fields will be exported in addition to the standard fields.

Call dispositions

Salesforce: call disposition is added as “call result”, a standard field

HubSpot: call disposition is added as “outcome”, a standard field

Displaying flow fields in your CRM

If any activity is part of a step in a flow, Gong exports the following fields in addition to each activity’s standard fields. These fields need to be set up by an admin in your CRM, not in Gong. 

One-off activities that are executed as a step in a flow, such as a call, email, or to-do, will be exported without the flow activity fields. 

It’s important to set up these fields exactly as they’re written. If even 1 of the fields is not set up correctly, the activity will still be pushed to your CRM, but without any of the flow fields.

Fields Gong exports to Salesforce for activities that are executed as a step in a flow:

Salesforce object

API name

Name in CRM

Contact/lead

Gong__Current_Flow_ID__c

Current Flow ID

Contact/lead

Gong__Current_Flow_Name__c

Current Flow Name

Contact/lead

Gong__Current_Flow_Status__c

Current Flow Status

Contact/lead

Gong__Current_Flow_Step_Number__c

Current Flow Step Number

Contact/lead

Gong__Current_Flow_Step_Type__c

Current Flow Step Type

Contact/lead

Gong__Current_Flow_Task_Due_Date__c

Current Flow Task Due Date

Contact/lead

Gong__Current_Flow_User_Name__c

Current Flow User Name

Contact/lead

Gong__Flow_Execution_ID__c

Flow Execution ID

Contact/lead

Gong__Actively_Being_in_a_Flow__c

Actively Being in a Flow

Task

Gong__Current_Flow_ID__c

Current Flow ID

Task

Gong__Flow_Execution_ID__c

Flow Execution ID

Task

Gong__Current_Flow_Name__c

Current Flow Name

Task

Gong__Current_Flow_Step_Number__C

Current Flow Step Number

Fields Gong exports to HubSpot for activities that are executed as a step in a flow:

Object

API name

Name in CRM

Contact

gong_current_flow_id__c

Current Flow ID

Contact

gong_current_flow_name__c

Current Flow Name

Contact

gong_current_flow_status__c

Current Flow Status

Contact

gong_current_flow_step_number__c

Current Flow Step Number

Contact

gong_current_flow_step_type__c

Current Flow Step Type

Contact

gong_current_flow_task_due_date__c

Current Flow Task Due Date

Contact

gong_current_flow_user_name__c

Current Flow User Name

Contact

gong_flow_execution_id__c

Flow Execution ID

Contact

gong_actively_being_in_a_flow__c

Actively Being in a Flow

Possible values for the 'Current flow status' field

Each flow status field value comes with additional details to give you more context about the flow history of the contact or lead. Once you’ve set up custom flow fields, which can be done manually or automatically via our managed app, you’ll have these values in your CRM. Learn more about possible values for the ‘Current flow status’ field.

Associating Engage activity with contacts and leads in your CRM

Let’s say a rep reaches out to someone via LinkedIn, but that person writes back to the rep from their email address or calls from a mobile number. If that email address or phone number isn’t already in your CRM, the activity won’t be associated with that person’s contact record. If the email address or phone number is in the CRM under that contact, we’ll connect the activity to the contact.

If the rep updates the contact information with that email address or phone number, either from Gong or the CRM, the activity will retroactively be associated with that contact and flow. The activity will also be counted as a reply for that flow.

API consumption for exporting emails to Salesforce

It can take around 2 hours for emails to appear in your CRM. A single API call is consumed each time emails are exported to Salesforce.


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