Set Gong data to export

Who can use this: Tech admin

Available on: Any Gong plan

Export Gong activities to Microsoft Dynamics so your teams see meeting, email, call, and Engage activity directly in CRM. MS Dynamics receives these activities as tasks or events based on the settings you configure.

You can export:

• Meeting invites: exported as an activity

• Conference calls: exported as an activity

• Telephony system calls: exported as a phone call

• Emails: exported as an email. Emails (both sent and received) that are associated with a contact or lead are exported.

• Engage tasks: exported as an activity

• Engage LinkedIn connection requests and messages: exported as an activity

• Engage flow data

See View Gong activities in MS Dyanamics for a list of fields exported for each activity.

Configure activity export

Choose whether to export conference call data, or data on calls recorded on a telephony system or both. The data exported includes details such as when the call took place, how long it lasted and what the call resolution was. The call transcript is not exported.

In MS Dynamics 365, an email is sent to task assignees when a new task is created based on your notification settings. Change the notification settings in MS Dynamics 365 to stop emails from being sent.

1. Click Admin center, in the Settings tab, in the CRM section, click CRM settings.

2. In the MS Dynamics integration page, click the Export tab.
   

Export meeting invites and calls

These settings include exporting calls made via Gong Engage.

Meeting invites

Export upcoming meetings. At least one external participant must be a contact or lead in the CRM in order to create an activity for a meeting. Activities aren’t created if no contact, lead, or account is found.

Activities are created with a status of Open. Once the meeting has taken place, the meeting details, such as a link to the recording, are added to the task and the status is automatically changed to Completed.

Conference calls

If you export meeting invites the call details such as the call recording and Gong AI content are added to the activity with the relevant meeting invite. If not, the call is exported as an activity.

Telephony system calls

1. Check Export telephony calls as Dynamics phone calls, then choose which calls to export:

   1. All imported calls: Export calls made with any dialer. Exports all recorded calls that last longer that the time set in your recording settings page

      Note:

      Selecting All calls will create duplicate appointments if you export calls made with other dialers via a different app.

   2. Calls made via Gong Dialer: Only export calls made via Engage with the Gong dialer. Exports the following calls:

      • All recorded calls

      • Call attempts: details of calls that were made but not answered

      • Short calls: calls that are under 5 minutes

      • Non recorded calls: details of calls that were made, answered, and not recorded

Export emails to Dynamics

Gong exports emails associated with Dynamics leads or contacts from the date you enable export. Gong does not export emails retroactively.

Emails must be written in Google Workspace, Office365 or in Gong Engage via the Gong email composer to be exported to Dynamics.

Emails not exported

Emails with the following tags are not exported to Microsoft Dynamics:

• MEETING_ACCEPTED

• MEETING_DECLINED

• MEETING_TENTATIVE

• MEETING_INVITATION

• MEETING_INVITATION_CANCEL

• MEETING_NEEDS_ACTION

• SCHEDULING

Select the email workspaces to export

1. Under Emails, turn on the workspaces you want to export emails from. Settings to limit the emails you export are available for each workspace.

   

2. Click Edit to choose team members whose emails will be exported. By default no team members are selected and no emails are exported to Dynamics for the workspace.

   1. In the Add/remove team members dialog, search for the employee name, team or job title you want to export emails to Dynamics for.

   2. Click the team members or teams to add them to the list, and click X to remove them.

   3. Click OK. The number of team members is updated.

3. In Emails to export, choose whether to export:

   • All sources: Exports emails imported to Gong from the email provider as well as emails written using the Gong email composer.

   • Engage emails only: Exports emails written using the Gong email composer.

Note:

By default, the previous 3 months of activities are exported to MS Dynamics.

Engage tasks

Available on: Gong Engage

Engage tasks, LinkedIn messages and connection requests are exported to Dynamics when:

• The to-do is marked as completed in Gong

• The activity is not imported from external sources

• The to-do isn’t skipped

To export Engage activities:

1. Scroll down to Engage.

2. In To-do activities, select whether to:

   • Export Engage tasks

   • Export LinkedIn messages & connection requests

Engage flow data

Available on: Gong Engage

Flow data includes:

• Contacts who have been added to a flow

• The current step in the flow they are in

This data is available for contacts, leads, and activities. When added to activities, you can see which activities are part of an Engage flow and which aren’t.

To export flow data:

1. Toggle on Export flow data. Flow data can be exported as:

   • Custom fields: (mandatory) These must be defined in MS Dynamics and added to the object’s page layout. With custom fields, you only see details of one flow the contact/lead is in. When prospects are added to multiple flows, the names of the flows are displayed in the Engage flow name field. The other flow fields display details of the flow the prospect has been in the longest.

   • Custom flow object: The flow object is a Gong custom object which enables displaying all flows a contact or lead has been added to. In MS Dynamics, to see flow data, you must add the flow object to the contact and lead page layouts. For more details, see, add the flow object to the contact page layout.

   

Set the Dynamics activity update period

When you set up the integration, only new activities are exported to Microsoft Dynamics. Gong activities can be updated after they occur, for example, if a call is associated with a prospect who was not yet added to Microsoft Dynamics, or if a new tracker is created.

The Dynamics activity update period determines how long after an activity occurs Gong continues to update the related Microsoft Dyanmics task. If the update period is set to 3 months, the Microsoft Dynamics task or event won’t be updated with any changes that occur more than 3 months after the activity date.

Limiting updates to a defined period prevents large numbers of historical tasks and events from being updated in Microsoft Dynamics. Updating historical records can consume significant system resources and may impact performance. In many cases, these tasks and events are no longer used, so updating them is unnecessary.

Set the update period

1. In Dynamics activity update period, set the number of months after the Gong activity occurs that the corresponding Microsoft Dynamics activity should be updated.

   

What to consider when setting the activity update timeframe

Gong activities are updated with new data as it becomes available, for example if a new smart tracker is set up, the MS Dynamics task for that activity is updated with the new data.

Updating MS Dynamics tasks can cause unnecessary overload on your CRM especially if it includes updating obsolete tasks. Therefore, we update MS Dynamics activities for a relative period of time after they occur, after which they are no longer updated.

If you set Dynamics activity update period to 3 months, the MS Dynamics activity will be updated as follows:

Export activities that occurred before the integration was set up

How historical activities are exported to Microsoft Dynamics depends on the order you set up your integrations:

Scenario 1: CRM integration set up first

Setup order:

1. CRM integration

2. Email provider/telephony system

How historical activities are treated:

Historical calls and emails are treated as new because they are imported to Gong for the first time.

What gets exported:

Calls and emails that occurred within the timeframe set in the Dynamics activity update period are exported to Microsoft Dynamics.

Scenario 2: Email provider or telephony system set up first

Setup order:

1. Email provider/telephony system

2. CRM integration

How historical activities are treated:

Historical calls and emails are treated as existing activities, as they were already in Gong when the CRM integration was activated.

What gets exported:

Historical calls and emails aren’t exported to Microsoft Dynamics by default. They are exported only if they occurred within the Dynamics activity update period and they were updated with new information.

Example: How a historical call is handled

• A call took place on July 1.

• The Dynamics activity update period is set to 90 days.

• The CRM integration is activated on September 1.