Make calls with the Gong Engage

Who can use this: Any team member

Available on: Gong Engage

Ideal for: Sales rep, Sales manager

The Gong dialer lets you call contacts and leads from Engage without leaving your browser or switching tools. Choose which number the recipient sees as your caller ID, record the call, and take notes during the conversation. After the call, log an outcome so your activity is tracked in reporting.

Make a call

Start a call from the place where you are already working in Engage, then choose the number to dial.

To make a call:

1. Open the dialer from one of these places:

   • A to-do that prompts you to make a call. Open the to-do to start the call.

   • People, if the next action for someone is a call. Click Call.

   • Any page in Engage. Hover over a person's name and click the call icon.

   • Person view. Click a person's name on any page in Engage, then click the phone icon.

2. In the dialer, click the dial button next to the number you want to call. To dial a different number, enter it on the Keypad tab.

Note:

Your admin must enable the dialer for your account and provision a business number before you can make calls. If the dialer is unavailable, contact your admin. Learn more about who can use the Gong Dialer.

Free-dial a number

You can open the dialer from anywhere in Gong by clicking the dialer icon in the quick access menu in the top right corner, or by pressing Shift + D. Use the Keypad tab to dial, and the Search tab to search for contacts and leads by name.

Enter a number manually or paste it in. If you type in a number linked to an existing contact or lead in Gong, their name is displayed.

If you call a number that isn't linked to a contact or lead in Gong and doesn't exist in your CRM yet, Gong uses default CRM entity association to make sure the call activity is properly associated. If you later link the number to a contact or lead in Gong, or create a new contact with this number, the call is automatically associated with that person.

If a call is recorded, you can find it in Conversations, even if it isn't linked to a specific contact or lead. If a call is not recorded, you can find it on your home page or on the contact or lead's activity timeline.

Learn more about making international calls.

Choose a number to call from

Use the Calling from dropdown at the top of the dialer to choose which number the recipient sees as your caller ID. Your admin controls which numbers are available to you. The Gong Dialer, on web or mobile, doesn't sync with another phone, such as a desk phone, for outbound calls. You may be able to choose from several numbers:

• Assigned number: A business number assigned to you specifically by your manager or admin.

• Personal number: A number that you or your admin entered, which you verify personally from your own mobile device.

• Unassigned numbers: Numbers available to everyone in your company. When you call from an unassigned number, the person can't call you back directly, but they can call back a forwarding number if your admin has set one.

• Local number: A number that matches the locale of the person you are calling. Requires your admin to enable local dialing. Learn more about using local dialing.

Tip:

Avoid using your personal mobile number as a caller ID. Personal numbers are often flagged as spam when used frequently for outbound sales calls. Use a virtual business number instead. Learn more about preventing your calls from being marked as spam.

Use local dialing

When you call from a number that matches the locale of the person you're dialing, they're more likely to answer. Once your admin has enabled local dialing, select Local number from the Calling from dropdown. The number is displayed to the person you're calling as an ordinary business number.

Gong finds a number with a matching area code in this order:

1. Gong checks your company's local dialing inventory.

2. If there's no match, Gong checks the company's owned numbers and any numbers assigned to you.

3. If there's still no match, Gong tries to purchase a matching number in the US or Canada and adds it to your local dialing inventory automatically. This step can fail if Twilio has no numbers available in that area code.

When you call a US or Canada number, Gong looks for an assigned or company number that matches the destination country code, prioritized by area code. If none is available, Gong provisions a new number with the same area code for you.

When you call a number outside the US and Canada, Gong selects a matching assigned or company number if one is available. Automatic provisioning isn't available outside the US and Canada. Getting business numbers for other countries is done through Gong Support and usually requires specific regulation forms.

Note:

If a contact calls back a local number you used, Gong routes the call to the last person who dialed that number from your company. Learn more about receiving inbound calls.

Controls during a call

While a call is active, use the dialer's in-call controls and the right-side panel to manage the conversation.

• Recording: Record, pause, or stop the recording during the call. Recording defaults are set by your admin per region. Learn more about recording calls.

• Keypad and mute: Use the keypad to enter numbers, and mute yourself when you need to.

• Audio settings: Click the audio settings icon next to Calling from to choose your microphone and speaker. Learn more about setting your microphone and speaker.

• Notes: Take notes in the lower left section of the dialer. The note is already linked to the contact you're calling. To see earlier notes about the contact or their account, click Notes on the right side of the dialer.

• Contact details: Click Contact on the right side to get more context about the person, such as recent activity, and to mark a phone number as valid or invalid.

• Flow step: If you opened the dialer from a flow step, you can see your last email and any script.

• Voicemail drop: If you reach voicemail, drop a pre-recorded message without staying on the line. Learn more about recording and dropping voicemail messages.

• Call outcome: Set the outcome during the call, or after it ends. Learn more about logging a call outcome.

Log a call outcome

Log a call outcome to record how the call went. You can set the outcome during the call or after it. Whether outcomes are optional or required depends on your company's setup.

If no one answers, choose one of these outcomes:

• No voicemail: You don't leave a voicemail.

• Left voicemail: You leave a voicemail.

• Not in service: The number is not in service.

• Busy: The line is busy.

If someone answers, choose one of these outcomes:

• Follow up: The person asks for more information, asks you to call back, or hasn't decided yet.

• Meeting booked: The person agrees to meet, or you send an invite.

• Bad timing: The person says they're not interested right now or in the near future.

• Has a solution: The person says they have a solution with a competitor.

• Bad persona: The person says they are not the right person and doesn't provide a referral.

• Wrong number: The number is wrong.

• Gave referral: The person directs you to someone else.

• Bad fit: One of the sides says it's a bad fit.

• Opt out: The person asks not to be contacted again.

• Hung up: The person hangs up.

• Gatekeeper: A gatekeeper answers and you can't reach the person you wanted.

• Not interested (other): The person says they're not interested.

Note:

Call outcomes can drive flow actions, such as completing a flow to-do or completing the step and removing the person from the flow. If a ruleset is also configured, the ruleset takes precedence. A call outcome can't add someone to a new flow.

Mark someone as do not contact

If someone on a call asks to be opted out of future calls and emails, select the Opt out call outcome in the dialer. Depending on how your company has set up its compliance policy, this can remove them from the flows they are in, and they aren't added to flows through automatic rules while they are marked as do not contact. Learn more about marking someone as do not contact.

Export call data to your CRM

Exporting dialer calls to your CRM is available for Salesforce and HubSpot. Ask your admin to configure it in Company Settings > CRM > Salesforce or HubSpot settings.

Frequently asked questions