Manage company flow settings

Who can use this: Tech admin

Available on: Gong Engage

Set company flow settings to decide how many flows a person can be in at once, how long to wait between flows, how many people a rep can add to a flow at once, and when overdue flow to-dos expire. These settings apply to every team member at your company.

These settings assume Gong Engage is already set up. Learn more about setting up Engage.

Warning:

Some changes affect existing work immediately:

• Turning off Multiple active flows makes non-exclusive rulesets exclusive. People who are already in multiple flows can complete those flows.

• Turning off bulk-add limits disables bulk-add limit enforcement. Any lower-level limits you configured do not apply while the company setting is turned off.

• Shortening the to-do expiration period dismisses to-dos that are already overdue longer than the new period. The person leaves the linked flow with the status "To-do expired," and their other open to-dos for that flow are dismissed.

Review the section for each setting before changing it.

Before you begin

• You might not see all four settings. Which settings are available depends on your company configuration.

• Choose between multiple active flows and a cool-off period. You cannot turn on both. To turn on a cool-off period, turn off Multiple active flows first.

Allow people to be in more than one flow

By default, a person can be in only one active flow at a time. Turn on Multiple active flows to let a person be in several flows at once.

To allow multiple active flows:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Flow settings under the Gong Engage card.

3. Under Multiple active flows, select the Allow contacts and leads to be in more than one active flow checkbox.

4. Click Update.

Warning:

Turning off Multiple active flows makes every non-exclusive ruleset exclusive. Turning the setting back on does not reverse this change, so you must reset the affected rulesets manually. Contacts and leads already in multiple flows can finish those flows, but new contacts and leads can be added to only one flow at a time. Before turning off the setting, note which rulesets are non-exclusive.

Require a cool-off period between flows

A cool-off period is a waiting period after a contact or lead finishes a flow or is removed from a flow. During this period, Gong blocks attempts to add the person to another flow unless the destination flow’s ruleset ignores the cool-off period. You can’t require a cool-off period while Multiple active flows is enabled.

To require a cool-off period:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Flow settings under the Gong Engage card.

3. Under Flow cool-off period, select the Require a cool-off period between flows checkbox.

4. Select the number of days from the dropdown, from 30 to 90. The default is 30 days.

5. Click Update.

Tip:

Specific rulesets can ignore the cool-off period, so you can make an exception without turning off the setting for your whole company.

Limit how many people can be added at once

Bulk-add limits cap how many people a rep can add to a flow in one action. You can set a company default and configure different limits for an assignment, team, group, or individual team member. On the Team member provisioning page, an assignment applies Gong settings to provisioned team members.

To set a bulk-add limit:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Flow settings under the Gong Engage card.

3. Under Bulk add to flow, select the Enable bulk add to flow limit controls checkbox.

4. Under Max people per action (company default), select one of the following:

   • Unlimited: No company-default cap on the number of contacts and leads a team member can add at once

   • Custom limit: Enter a whole number greater than zero

5. Click Update.

Warning:

Turning off bulk-add limit controls disables limit enforcement and hides the related controls in provisioning and team member settings. Saved limits for assignments, teams, groups, and individual team members remain intact, but they do not apply while the company setting is turned off.

Note:

The company default applies to assignments, teams, groups, and team members that use the company default. You can configure a custom lower-level limit for these scopes. Review the confirmation message before changing the company default because the change can affect lower-level settings.

Set when overdue to-dos expire

A flow to-do expires when it stays overdue past the expiration period. When it expires, the person leaves the flow with the status "To-do expired," and Gong dismisses the person's other open to-dos for that flow. You choose the period, from 30 to 120 days. The default is 120 days.

The period applies to flow to-dos only. Gong-recommended to-dos ignore this setting and expire 7 days after their due date, and open one-off to-dos ignore it too and never expire, so reps must close them.

To set the expiration period:

1. From the left sidebar, click Admin center.

2. In the Settings tab, click Flow settings under the Gong Engage card.

3. Under Flow to-do expiration, click the Expiration period (days) dropdown, and select the number of days, from 30 to 120.

4. Click Update.

Warning:

Changing the expiration period affects existing flow to-dos. Before you confirm the change, Gong shows an estimate of how many to-dos may be affected. This is an upper estimate, so the actual number may be lower. After you click Update, Gong dismisses flow to-dos that have been overdue longer than the new period. The associated contacts and leads leave their flows with the status "To-do expired," and their other open to-dos for those flows are dismissed.

Frequently asked questions