Inbound calls

Sales rep, Sales manager

Gong Engage*

With Gong Engage, handling inbound 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

      

   
   If you’re using a Mac/iOS device, ensure Google Chrome Helper (Alerts) is also enabled
   

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

Inbound calls are currently supported by routing them to the web and the rep's personal forwarding number or company forwarding number, depending on what has been set up.

For example, say a contact called John makes an inbound call to a business number at Acme, and that business number has been assigned to all users by the Acme admin. John’s inbound call will be routed to the rep at Acme who last dialed John from that business number, if that rep has set a personal forwarding number.

If the rep has not set a personal forwarding number, John’s call will be routed to the Acme company forwarding number (if a company forwarding number was set by the Acme admin).

If the rep has an assigned business number, any inbound calls to that number will be routed to the rep.

• 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

Inbound voicemails

Customers and prospects can leave a voicemail when calling back a Gong business number. This ensures no communication is missed if someone on your team is unavailable.

How it works

• When a customer calls back a Gong business number and the call is declined or goes unanswered, they’ll hear the greeting: “Thank you for calling. Please leave a message after the tone.”

• The customer or prospect records their message, which appears in Gong as an inbound call.

• The person from your company who most recently called that customer or prospect will get an email notification with:

  • Details of the missed call

  • A link to listen to the voicemail

  • A shortcut to open the contact or lead in Engage

*The features available to you depend on your company’s plan and your assigned seats.