Set up Gong Engage

Who can use this: Tech admin, Business admin

Available on: Gong Engage

Whether you're new to Engage or want to make changes to your Engage setup, this article will walk you through how to configure Engage for your organization.

Even if someone in your organization is already using Engage, you will need your own seat to access Engage as an admin.

Prerequisites

These are the items that need to be set up before you can start to configure Engage.

Setting up your CRM to work with Engage

Follow the steps below to configure Engage for your organization.

Configure your CRM settings

Once you have an Engage license, fields related to the following topics are automatically imported for you:

• Contact ownership, lead ownership, account ownership, and deal ownership

• Contact, lead, and account creation date

• Contact and lead phone numbers and email addresses

To configure how data from your CRM is displayed in Engage:

1. Help us assign accounts and leads to reps in Engage:

   1. Go to Admin center > Settings > Engage CRM setup.

   2. In the CRM assignment section, select the fields that represent account and lead assignment in your CRM. We'll use the fields to populate the Accounts and People pages according to the selected filter.

      If any Engage team members' email addresses are used for an additional Salesforce user profile beyond their own, notify your CSM so they can ensure your team's accounts are displayed properly.

   3. Don't see the CRM field you need? Learn how to import it here: Set import of Salesforce fields, Set Dynamics import settings, Set import of HubSpot fields

      Fields selected here must be lookup fields on the account object for Salesforce, or the company object for HubSpot. We do not currently support Salesforce Account Teams.

   Removing fields from the CRM assignment section:

   • Does not affect the account and lead assignment

   • The account or lead won’t be shown on the Accounts or People pages

   • Open to-dos aren’t affected. The user can still see related to-dos on the To-dos page and search for the account or lead.

2. Define which contact and lead information you want to display in Engage:

   1. In the Contact details section, select the fields you use in your CRM to represent each category that you want to display in Engage. For example, under Contact email addresses, select the CRM fields that hold email addresses for contacts. You can always go back and add more fields later, but you can't remove them.

      

      Built-in CRM phone and email fields will always show up in Gong, but they won’t show labels (such as, “Mobile”) unless they’re added to this page.

      Custom phone and email fields won't show up in Engage at all unless they're added to this page.

      LinkedIn profile: We use this field to show the right profile when reaching out to someone on LinkedIn through Engage. If the field does not contain a value, Gong searches LinkedIn for the person's name.

      Location: Engage uses the location fields to calculate and display the local time of contacts and leads. For an accurate local time, Engage requires at least the "country", "state", and "city" fields to be mapped.

      Time zone: If the Location fields are empty in the CRM, or not mapped to Gong, Gong uses the Time zone fields to display local time for contacts and leads.

      The time zone fields must be in GMT format. This ensures consistency and simplifies the process of converting and comparing times across different regions. Time zone information should be represented using the standard Greenwich Mean Time (GMT) format, meaning time zone is indicated by a positive (+) or negative (-) offset from GMT.

      For example:

      GMT+2: Represents a time zone that is 2 hours ahead of GMT

      GMT-5: Represents a time zone that is 5 hours behind GMT

      GMT+0 or GMT-0: Represents a time zone that is the same as GMT

      Note:

      When users add new phone numbers and emails in Engage, fields are updated in the CRM in the order displayed here. If a field is already in use (such as, Business Phone), a new entry goes to the next available field (for example, Mobile Phone). If all fields are in use, additional entries won't save to your CRM until you add more fields here.

3. Define your notes settings:

   In Notes sync, toggle on Export notes to your CRM to export your company's notes in Gong to your CRM. Notes are exported to standard objects/activities. All notes and note edits associated with each object/activity are shown in your CRM, and each note can have multiple associations. 

   This provides:

   • Full history of notes for a specific contact, lead, or account, similar to what you can view in Gong.

   • Access to all notes related to the object or activity and any changes that were made to the notes.

   • The ability to generate reports that show which notes are linked to contacts, leads, and accounts.

4. Define your opt out sync settings: See Set up email opt-out paths.

Allow contacts and leads to be active in multiple flows at the same time

When enabled, team members can add people to multiple active flows at one time. When disabled, people can only be active in one flow at a time.

To configure whether reps can add contacts and leads to multiple active flows at once:

1. Go to Admin center > Settings > Gong Engage > Flow settings.

2. Enable or disable Allow contacts and leads to be in more than one active flow.

If you disable adding people to more than one flow at a time, people in multiple active flows will complete all current flows before the change takes effect.

Set up custom flow fields

For Gong to export Engage activity data to your CRM, ensure that your custom flow fields have been set up.

Setting up flow fields in your CRM allows Gong to further enrich them. They can then be imported back into Gong, allowing reps to filter and find people according to field values, such as whether or not someone is actively in a flow, which flow they're currently in, the type of step they're on, and more.

Select which Engage activities to push to your CRM

Avoid duplication and ensure data hygiene by choosing which Engage activity types you want to push to your CRM. To export and display all relevant data for each activity in your CRM, verify that you've set up custom flow fields first.

• For Salesforce: Export Enage data to Salesforce

• For HubSpot: Export Engage data to HubSpot

See also: How Engage data is exported to your CRM and Create reports in your CRM using Engage data.

Enable notes in Salesforce

To use Engage notes in Salesforce, you need to enable them. To do this:

• Enable “Notes” for contact, account, and lead objects in Salesforce

• Add “Notes” to page layout for contact, account, and lead objects in Salesforce

Note that in Salesforce, “Notes” is different from “Notes & Attachments”, which is enabled by default.

Give team members the necessary permissions

To give team members the permissions they need to use Engage features, configure their permission profile:
enable team members to view someone else's to-dos, enable the necessary deal, email, and call permissions in their permission profile:

1. From the main menu sidebar, go to Admin center > Settings

2. Under People, go to Permission profiles

3. Choose the profile you want to edit

4. Enable reps to view other team members' to-dos: Depending on which types of to-dos you want reps to be able to view, select the relevant permissions under the following categories: Calls, Emails, Deals

5. Enable reps to import/update contact information and CRM fields: To enable team members to import CRM fields and edit phone numbers, email addresses, and CRM fields from Engage, make sure Import CRM fields into Gong and Update CRM fields in Gong are checked under the CRM category

6. Enable reps to create and manage company templates/flows/blocks and personal templates/flows/blocks: Depending on which reps you want to allow to create and manage templates, flows, and blocks, select the relevant permissions under the Engage category

7. Enable team members to view Engage analytics: under the Pages category, select Engage Analytics and then choose which pages you want team members to be able to view

8. Enable team members to select which CRM fields are displayed in Engage: Under the Engage category, allow team members to choose which CRM fields appear and in what order within the CRM tabs in person view, Accounts, and Pipeline. Team members without this permission will have the default configuration set by the admin.

Set up the Gong web dialer

The Gong dialer enables your team to call people directly from Gong. To enable your team to start using the dialer, you must first enable the dialer for your company and get business numbers.

Set up digital interactions

Give reps insight into what happens outside of calls and emails. In addition to digital interactions from Gong that show email opens and clicks, 3rd party digital interactions indicate when prospects interact with third-party apps integrated with Gong.

Digital interactions are shown on the To-dos page so reps can time their outreach based on digital interaction data. The list of items is shown according to leads they’re associated with, contacts from accounts they’re associated with, and deals they own in your CRM.

Set up the LinkedIn Sales Navigator integration

This integration lets your teams access a Sales Nav iFrame from inside Gong. This is applicable when executing to-dos that are either LinkedIn connection requests or LinkedIn messages.

To connect and message LinkedIn profiles directly from Gong, we use LinkedIn's Display Services. Display Services requires a Team or Enterprise Sales Navigator subscription.

To set up the integration:

1. Go to the Gong integrations page for LinkedIn Sales Navigator and click Connect

2. Back in Gong, from the main menu sidebar, go to Admin center > Settings tab > Ecosystem > Integrations

3. Click LinkedIn Sales Navigator and toggle on Connection

4. Using Sales Navigator is now available to everyone in your organization.

Note that the first time a user clicks View in Sales Navigator, they'll need to sign in to their LinkedIn account.

Configure Engage CRM tabs for your team

As an admin, you can control the information displayed in deals, accounts, contacts, and leads, and also configure which reps can customize the CRM tab display. To allow reps to customize the tab, see Give team members the necessary permissions.

Set the default CRM layout

Set the CRM fields and display order for the CRM tab.

1. Go to Admin center > Engage CRM setup

2. For each object, select the CRM fields you want your team to see by default. If a field is missing, go to Admin center > CRM settings to import it. When you add a new field from the list, it will be added to the bottom of the display list. Reorder it from there.

3. Drag and drop the selected fields to set the display order

4. Click Update to save your selections and confirm in the pop-up if this default configuration will override any existing personal configurations that team members have already set up

This configuration will now be the default for all users who have not customized their layout.

Set up Gong Anywhere for your team 

To save your teams time, you can automatically install (force-install) the Gong Anywhere Chrome Extension for all users in your organization. It's recommended to first apply settings to a small number of users or browsers in a test organizational unit before installing for all users. Users in your organization can't remove items that are force-installed.

To get started, see the Google Chrome instructions on how to Automatically install apps and extensions.

You can choose whether emails written using Gong Chrome Extension features should be exported to your CRM. To learn more about exporting emails, see Create Salesforce tasks for Gong activities.