Inbound calls

With Gong Engage, handling incoming calls is seamless. Get call notifications with caller information straight from your browser, then log and record the call just as you would with outbound calls. Plus, you’ll see inbound calls and outcomes in Engage Analytics.

Set up inbound calls

To start receiving inbound calls to your personal forwarding number and on your browser:

1. To ensure that you don't miss any inbound calls from prospects and customers, make sure you've set your personal forwarding number. Once set, you can start receiving inbound calls to your personal forwarding number and on your browser.

2. Enable notifications:

   1. Check that notifications are enabled in your browser settings

      

   2. Ensure browser notifications are enabled in your operating system

      

   

3. Disable Do Not Disturb mode: Make sure that Do Not Disturb mode is not active on your computer to receive notifications promptly

   

How inbound calls work

• Open Gong: Gong must be open somewhere in your browser to receive inbound calls (can be minimized). If it’s not open, the call will be forwarded to your personal forwarding number (if set)

• Call notifications: When you receive an inbound call, it will ring on both your browser and any personal forwarding number you have set. If the number is already assigned to a contact or lead, the you’ll see the person’s details. If the number is not assigned to a contact or lead, you’ll just see the number.

  Notifications will appear on your desktop and within your Gong browser tab. You’ll also receive notifications for missed calls.

  

  If you answer an inbound call from an unknown number, you can easily assign the number to an existing contact or lead in Gong while logging the call.

• Recording and logging: If your company’s settings allow, you can easily record these calls and log the outcomes via the Gong Dialer, just like outbound calls. The recording settings your admin has set apply to both outbound and inbound calls

• Missed calls: If you miss an inbound call, Gong will send you an email with the caller’s details for you to follow up

• Calls from flows: When you make a call from within a flow and the recipient calls you back, the flow will pause, and you’ll receive an email notification. If the person is in multiple flows, only the flow from which the call originated is paused

• Engage Analytics: Inbound call data is included in the metrics displayed on the Performance tab