Prioritize and action your to-dos

Note

Working with Gong Engage requires an Engage seat.

Who's this for? Reps & Managers

Where to go? Sidebar > Engage > To-dos

The tasks you see in To-dos help you keep track of everything that's on your plate, including to-dos that Gong generates for you, flow to-dos, and to-dos you can create for yourself.

See What are to-dos? to learn about the different types of to-dos in Engage and how they can help you.

Sort and filter your to-do list to focus on the tasks you want to handle

By default, To-dos shows all to-dos that are overdue and due today, sorted by recent engagement. This means they're sorted according to who viewed an email or clicked on a link in an email in the last 30 days. To learn more about email tracking, see How does email tracking work?

Sorting

To help you prioritize, you can sort your to-do list by:

• Account name: name of the associated account. If some of the to-dos are also associated with deals, the secondary sorter is deal name

• Date created/updated: date the to-do was created or updated

• Digital interaction count: number of email opens and clicks over the last 30 days

• Due date: due date of the to-do

• Flow name: name of the flow associated with the to-do, sorted by flow name and step number

• Flow step number: to-dos are grouped by step numbers, so you’ll see all step 1 to-dos first, then step 2 to-dos, etc. The secondary sorter is flow name 

• Local time: linked contact/lead local time. The way local time is generated depends on what your admin has set up for your company

• Recent digital interactions: associated contacts or leads that had the most recent email opens and clicks. The engagement count for each contact is shown with a blue lightning bolt next to the contact name, showing you how many email opens and clicks that person had

Filtering

You can apply a variety of filters to help you prioritize your to-dos. For example, you may want to focus on certain to-dos based on which flow or step they’re related to, or focus on tasks related to people showing specific signs of interest using recent digital interactions. You may want to handle a bunch of calls due today, send out a bunch of LinkedIn messages in a row, or catch up on emails for the next hour. You can move between the tabs at the top left of To-dos to show all tasks, or tasks of a specific type.

Click Add filter to apply filters to your to-do list. The list of available filters includes:

Gong filters

Filter by CRM entity

Flow errors and outcomes

Flow errors and outcomes are separated out for you so you can easily keep track of important items. To-dos that appear under either the Flow errors or Flow outcomes tabs are not duplicated under your All or Emails tabs.

Flow errors

Under the Flow errors tab, you can track any emails that failed to send or bounced, allowing you to easily investigate and resend them right away where relevant. 

Auto emails will only appear in your to-do list if they fail to send, in which case they become manual emails. Auto emails can fail to send if

• There are missing variables

• The thread is missing

• The recipient email address is missing

• Your email account was disconnected

To find out why your auto email didn't send and send it manually, hover over the to-do. Click Retry to resolve the error and send it again.

When an email bounces for any reason (this includes hard bounces, such as invalid email address, and soft bounces, such as full recipient inbox), we:

• Automatically pause the person's flow

• Generate a to-do for the rep to replace the email address and send again

• Automatically save that new email address for the contact or lead to prevent the next email from bouncing

By resending a failed or bounced email, the flow is automatically resumed. 

Flow outcomes

Under the Flow outcomes tab, you’ll find any flow meetings booked and flow responses you received. Whenever you receive a meeting booked or flow response to-do, the person’s flow is automatically paused. You can reply to these emails directly from the corresponding to-dos, or click on the person’s name to open their contact details if you want to call them instead.

When you complete a response to-do, the person is automatically removed from the flow. If you dismiss a response to-do, the person stays paused in the flow.

Action your to-do list

Now that you know which tasks are most critical for today, let's start checking items off your list. Depending on your role, executing tasks on your list might involve sending emails, making calls, sending LinkedIn messages and connection requests, and more.

You can click on any part of the to-do for more information, including the due date, which you can change in-line. Unless the to-do is associated with a lead, you can also click on the account or deal associated with the to-do for more information.

Action your to-dos in bulk

You can work more efficiently using bulk actions instead of actioning your to-dos one by one. Start by selecting at least one to-do, which triggers the floating bulk actions menu bar to appear. From the bulk action bar, you can:

• Start: opens selected to-dos in a queue (not available for the All tab)

• Mark as complete: marks selected to-dos as complete. When completing flow to-dos, the next step is generated automatically

• Update due date: updates due date for selected to-dos

• Dismiss: dismisses non-flow to-dos (available when only non-flow to-dos are selected)

• Skip step: skips flow step (available when only flow to-dos are selected). The next step is generated automatically

• Skip step/dismiss: Skips flow step to-dos and dismisses non-flow to-dos (available when a mix of flow and non-flow to-dos is selected)

Note that bulk actions are only available when viewing your own to-dos. If you are viewing someone else’s to-dos, bulk actions are not available.

Handle your to-dos consecutively

To help you work faster and stay zoned in, you may want to handle a number of to-dos in a row. Sort them in a way that’s convenient for you, whether you want to sort by flow name, which groups to-dos by which flow they’re in and orders them by step number, or by associated account, which groups to-dos by account name and orders them according to deal name.

As you work through your list, the next to-do on your list is opened for you as soon as you complete your current one. You can also select the specific to-dos you want to work on and click Start in the bulk actions menu. Don’t want to work on a particular to-do right now? Click Next to open the next one on the list. Click Previous to get back to the previous to-do. Once a to-do is completed, dismissed, or skipped, it won’t be part of the queue.

This is available from all tabs in To-dos except for the All tab.

To work on a single to-do, either select it and click Start, or close the window when you're done.

Manage individual to-dos

Dismiss or skip a to-do

To dismiss a Gong-recommended to-do or a one-off to-do, click on the right and click Dismiss.

Gong-recommended to-dos and one-off to-dos can be reopened for 7 days after they’ve been dismissed. If they’re not reopened in 7 days, they’ll be permanently deleted.

To skip a flow to-do, click on the right and click Skip step. This causes the contact or lead to skip this step in the flow.

Complete a to-do

When you’re ready, click the check mark on the left side of a to-do to complete it. Gong-recommended to-dos can be reopened for 90 days after they’ve been completed. If they’re not reopened in 90 days, they’ll be permanently deleted.

You can also complete a Gong-recommended to-do or flow to-do while actioning it. Once you've opened a to-do window, click Complete on the bottom left. Learn more about actioning your to-dos.

Where can I find to-dos I've completed or dismissed?

This feature isn’t currently available.

Update CRM information

To update CRM information while you're on a call or writing an email, go to the CRM tab inside the email composer or dialer. From here, you can efficiently update account and deal fields while handling your task.

Manage flows for contacts

While working through your to-do list, use the Contact section on the right side of the window to get additional context about the person you’re reaching out to. You can add the person to a flow, pause their flow, change it to a different one, or remove them from a flow.

Send an email

Any to-do that prompts you to write an email with a button will open the email composer.

To make writing emails even quicker, take advantage of templates, inspiration from your teammates, the AI rephraser, and other tools that are available to you from directly within the email composer.

You'll notice that auto-send emails, which are used in flows, won’t appear on your list of to-dos unless there are values missing for variables or the contact has no email address, in which case the step will become a regular email step in your list of to-dos.

If you send an email from your email client instead of sending it through the Gong email composer, the to-do is not marked as complete automatically.

Make a call

Any to-do that prompts you to make a call with a button will open the Gong dialer, so you can call people directly from Gong. These calls can be recorded, giving you the same analytics and insights as all recorded calls in Gong. While working on a call to-do, you can make call attempts without marking the to-do as complete, and then return to the open to-do later on.

To use the dialer, your admin must enable it for you, and must set business numbers that are available either to you specifically (assigned numbers) or to your entire team.

You can use templates for call scripts to make things easy when it comes time to dial someone.

Send LinkedIn connection requests and messages

To send LinkedIn connection requests and messages from Gong, your admin must integrate LinkedIn Sales Navigator and Gong, and you must have a LinkedIn Sales Navigator Advanced or Advanced Plus license.

While writing your message, use the tabs on the right side to get context about the person or account you're engaging with.

You need to add a message to send the connection request. If the message box is blank, the connection request won't be sent.

When opening a LinkedIn to-do, you may notice that the wrong LinkedIn profile has been marked as a match in Gong, either by you or someone else on your team. If so, that person will continue to appear as a match until marked as "Not the right person". To do this, click on the user icon at the top right of the LinkedIn window and click Not the right person.

Now that the profile is unmatched, close the to-do and reopen it. Then you can select a new profile to match to the contact.

For troubleshooting LinkedIn connection requests and messages, we suggest reaching out to LinkedIn Sales Navigator support.

While both LinkedIn messages and LinkedIn connection request to-dos can be synced to your CRM, the option to Log this conversation to CRM is only available for messages and not for connection requests.

Snooze flow to-dos while you’re away

Coming back to your desk after time away can be challenging, even if you’re only away for a day or two. To avoid returning to a long list of overdue items and make sure nothing falls through the cracks, you can set scheduled snooze periods for your flow to-dos.

What gets snoozed during snooze time?

During snooze time, the due dates and expiration dates for any flow to-dos will be automatically adjusted according to your selected snooze time. Any flow to-do with a due date on or later than the first day of the snooze period will be moved forward by the number of business days in the snooze period. When you delete snooze time, the due date and expiration date are moved back by the number of business days in the snooze period.

What doesn’t get snoozed during snooze time?

• One-off to-dos (to-dos created by you)

• Gong-recommended to-dos

• Email reply

• Meeting booked

• Email bounced

To set up snooze time for your flow to-dos:

1. Go to Engage > To-dos

2. At the top right, click Snooze

3. Click Set snooze time

4. Set the date range and Save

You can always go back and edit snooze time once you’ve saved it, or duplicate it.

Your manager or other team members with the necessary permissions can create snooze time for you. When this happens, you’ll receive an email notification including who set it up and the date range. You’ll also get an email if someone else edits or deletes your snooze time.

When someone else sets snooze time for you, it’s automatically accepted. If you need to decline the snooze time, go to To-dos and click Snooze on the upper right hand side. Click next to the snooze time you want to decline, and click Decline.

During a snooze period, you’ll have an alert at the top of your to-do list reminding you that your flow to-dos are currently snoozed until the selected date.

See another team member's to-dos

To see what a team member has on their plate, select their name under the To-do assignee filter and get a view-only version of their to-do list.

Permissions for deals, emails, and calls are respected, meaning that any to-dos linked to deals or containing email or call information the team member doesn’t have permission to see will not be displayed. You’ll be notified if some to-dos are hidden due to your permission settings. If you’re not seeing to-dos and you think you should be, contact your admin.

To-dos FAQs