Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep, Sales manager
Gong Engage provides visual guardrails to help you stay compliant without manual effort. Compliance policies ensure you stay within regional regulations (such as GDPR or CCPA) and respect your prospects' communication preferences without having to check their status manually.
Compliance policies apply to contacts and leads, not team members at your company. Policies are applied based on who the contact or lead is, not which team member is communicating with them
How compliance policies work
Compliance policies:
Surface visual indicators in Engage
Restrict or block certain outreach actions
Automatically adjust behavior in flows
Compliance policies are set up by your admin. Depending on your company’s setup, policies may use:
A global opt-out model, which gives you the option to mark someone as “do not contact”, or
A granular opt-out model, which gives you separate options for marking someone as “do not call” and/or “do not email”
View a person’s compliance policy
To check which compliance policy applies to a contact or lead directly from Engage:
Click on someone’s name from anywhere in Engage to open the contact panel.
Click
in the top right.Click View compliance policy.
Visual indicators in Engage
When someone has been marked as do not contact for one or more channels:
A red badge appears next to the person’s avatar
Channel icons display red badges. For example, if do not call is enabled, the phone icon shows a red indicator. Whether the action is blocked or only flagged depends on your company’s compliance policy for that contact or lead.
What happens when you try to contact someone marked as do not contact
Restrictions depend on your company’s compliance policy for that person.
For example, if you click on the phone icon from the contact panel, some policies may allow calling even if the person is marked as do not call. Other policies may block calling completely. If calling is blocked, you won’t be able to place a call to that person.
How compliance policies affect flows and automations
Flows
If a person is marked as do not contact (global opt-out model), they are removed from the flow.
If a person is marked as do not call, do not email, or both (granular opt-out model), they will skip the flow steps corresponding to the relevant channel(s).
Automations
Contacts and leads marked as do not contact, do not call, or do not email are always prevented from starting flows via automation rules.
How to mark someone as do not contact
When a contact asks to stop receiving communications from your company, you can mark them as do not contact in Gong. This helps you track do not contact requests. Once marked as do not contact, you and your teammates see a red badge next to the person’s name. This label is separate from the person’s flow status.
To mark someone as do not contact:
Click on the person’s name from anywhere in Engage to open the contact drawer.
Click
Select one of the following options, depending on your company’s setup:
Mark as do not contact
Mark as do not call
Mark as do not email
Mark someone as do not contact from the Gong dialer
If someone asks not to be contacted while you are on a call, use the dialer call outcome Opt out. Selecting the Opt out call disposition marks the person as do not call in Gong if your company is using a global opt-out model, and do not contact if your company is using a granular opt-out model.
Mark someone as do not contact from your CRM
If your admin enabled opt-out sync, you can also mark someone as do not contact by updating the relevant field in your CRM. When sync is enabled, marking someone as do not contact in Gong syncs to the CRM field and vice versa.
What happens when you try to contact someone marked as do not contact
Restrictions depend on your company’s compliance policy for that person.
For example, if you click on the phone icon from the contact panel, some policies may allow calling even if the person is marked as do not call. Other policies may block calling completely. If calling is blocked, you won’t be able to place a call to that person.
Learn more about do not contact indications in the Gong extension for Google Chrome.