Offboard a team member from Engage

Who can use this: Tech admin

Available on: Gong Engage

When a team member leaves your company, changes roles, or loses their Engage seat, their personal flows, templates, and blocks do not move to anyone else. Their open flow to-dos also stay assigned to them, so the contacts in those flows stop getting outreach. Complete the following steps in order before you remove the team member’s seat. If you remove the seat first, their personal assets are deleted, their active flows end, the contacts in those flows have no one following up, and their scheduled auto emails are canceled.

Note:

If you already removed the team member’s seat, reactivate it, complete these steps, and then remove them again.

Before you begin

• Personal assets: Only the team member who created a personal flow, template, or block can see it, unless they shared it. Decide which of their personal assets your team uses.

• Permissions: Managers can reassign flow to-dos without extra permission. Non-managers need the Reassign flows and to-dos permission. See Available permissions settings for details.

• Timing: Complete the steps in this article while the team member's account is still active, so you can see which assets and flows need a new owner. Before you start, check whether they have contacts in flows.

Step 1: Review and preserve important personal assets

Gong deletes a team member's personal flows, templates, and blocks when the team member’s seat is removed, so duplicate anything worth keeping first. Assets the team member never shared cannot be reassigned to someone else. While the account is active, a Tech admin can use Log in as to work in the member's account.

To review and duplicate personal assets (flows, templates, or blocks):

1. From the left sidebar, click Assets, and select one of the following:

   • Flows

   • Content templates

   • Content blocks

2. Open the Shared with you section. It lists the flows, templates, and blocks that the team member who is leaving shared with others.

3. For each flow, template, or block worth keeping, duplicate it and choose where to save it:

   1. Hover over the flow, block, or template.

   2. Click the More actions icon, and select Duplicate.

   3. Choose who can access the copy:

      • Company: Anyone in the company can use it.

      • Personal: The copy goes to your own assets. You can then share it with specific team members.

   4. Click Duplicate.

      

4. Check each copy for details tied to the team member who is leaving, such as field placeholders or email accounts, and update them for the new owner.

Step 2: Reassign open flow to-dos

For contacts, reassigning from the To-dos page moves the flow and all its future to-dos to a new person in one action. Leads need different handling, described in the second Note after the steps. Learn more about [flow to-dos].

To reassign open flow to-dos:

1. From the left sidebar, click To-dos.

2. At the top of the page, click the To-do assignee is filter and search for the team member whose seat you will be removing.

   

3. At the top right, click the More actions icon , and select Reassign flow to-dos.

   

4. Choose which flow to-dos to reassign:

   • All of the team member's flow to-dos

   • Only the flow to-dos that match the current filters

5. Click the New to-do assignee dropdown, and select the new assignee.

6. Click Reassign.

The flows and all their future to-dos move to the new assignee.

Note:

You cannot reassign one-off to-dos or Gong-recommended to-dos. Open one-off to-dos never expire, so you must close them manually. Gong-recommended to-dos expire 7 days after their due date.

Note:

Leads in flows need different handling. If a lead’s next step does not appear on the To-dos page, note the step the lead is on, remove the lead from the flow, and re-add the lead to the same flow, starting from that step. Then assign the new owner.

Step 3: Reassign flows with scheduled emails

The Reassign flow to-dos action does not move scheduled emails. Check for scheduled emails first, and then reassign the flows they belong to.

To check for manually scheduled emails:

1. From the left sidebar, click Engagement, and select Messages.

2. Click the Scheduled tab to see the emails the team member has queued to send.

Note:

If you know which flow an auto email belongs to, reassign that flow to move its upcoming auto emails to the new owner. If you remove the team member’s seat first, their scheduled auto emails are canceled. When an auto email fails to send for any other reason, Gong turns it into a manual email instead of dropping it. Reassign flows before you disconnect the team member’s email account.

Once you know which flows need a new owner, reassign those flows from the People page.

To reassign a flow from the People page:

1. From the left sidebar, click Engagement, and select People.

2. Find the contact whose flow needs a new owner and click the status in the Flow status column.

   

3. In the Flows in progress section, find the flow and click the Manage flow icon .

4. Click the Assign owner dropdown, and select the new owner.

5. Click Save.

The flow and all its to-dos move to the new owner.

Step 4: Remove the team member’s access

After you duplicate the assets worth keeping and reassign their flows, you can remove the team member’s access.

To remove their access:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Team members under the People card.

   

3. Search for and select the team member you want to offboard.

4. At the top right of the member's panel, click the More actions icon, and select Disable [name].

5. In the confirmation window, click Disable team member.

The team member's active flows end, and their scheduled auto emails are canceled.

Note:

To remove only the Engage seat and keep the person in Gong, open the member's panel, turn off the Engage toggle under Seats, and click Save changes. Their active flows end, and their scheduled auto emails are canceled.

Frequently asked questions