Set up rules for flows

Note:

Working with Gong Engage requires an Engage seat.

Who's this for? Technical & Business admins

Where to go? Sidebar > Engage > Flows > Select the flow you want to work on

To save you time and help your teams scale their engagement efforts, technical and business admins can set up rules for adding people to flows automatically. Rules for adding people automatically can be set up for company flows only, not personal flows.

When reps duplicate a company flow and save it as their own personal flow, the rules that were set up for automatically adding people to that company flow don't carry over to the duplicated version.

There are 2 types of rules outlined below:

• Rules you can edit

• Non-editable rules from Gong

All rules are available for both Salesforce and HubSpot.

Gong also provides a list of best practice rules that are automatically activated for all company and personal flows. You can see them by clicking on a flow and going to the Rules tab, but you don't have to do anything to set them up.

Rules you can edit

Note:

Rules for adding people automatically can be edited by technical admins or business admins (people who can manage general business settings)

To set up a rule for a flow, open the relevant flow and go to the Rules tab.

Configurable rules:

• Add people: Define who should be added to a flow, based on specific triggers. This rule can be set up for company flows only.

• Add an "unsubscribe" link to all email steps in this flow: When this rule is toggled on, any time someone clicks on the link, they're removed from the flow and labeled as "do not contact". This rule can be set up for company and personal flows.

Understanding the 'Add people' rule

This rule is made up of 3 components:

1. When: This is the trigger of the flow

2. If: This is a filter for the trigger

3. Then: This specifies which flow a contact/lead should be added to automatically

Let's look at a conceptual example. Say we're a flower shop that wants to send flowers to every family that just had a child born that are residents of New York City. In this case, we would only want to trigger sending the flowers when a child is born, not when the families move to New York City. In this example, the When, or the trigger, is having a child. The If, or filtering condition, is to include only residents of New York City. The Then is to send flowers.

Our automation rule's logic would look like this:

When a child is born in New York City, If the parents live in New York City, Then send flowers.

Setting up the 'Add people' rule

To set up the Add people rule:

1. Go to Engage > Flows , open the relevant flow and go to the Rules tab

2. Next to Add people automatically click Set up rule

3. Give the rule a title and description for what the rule does

    

4. Click Add trigger to specify when the automation rule should fire and select the CRM entity to you want to use to trigger the flow. For Salesforce, you'll see Contact and Lead, for HubSpot you will only see Contact

    

5. Select whether the trigger should be when a record of the contact/lead object is Created or is updated with. The is updated with option includes all of the fields that are being imported from your CRM into Gong for that object. If you don't see the field you need, you can import the Salesforce field / import the HubSpot field

    

6. Adding conditions under the If section is optional. You can use it to set the conditions for when the rule should fire. Start by selecting the relevant field from the dropdown.
   

   Options in the dropdown include any imported CRM fields associated with the CRM entity you select for the trigger (the When section). For example, if the trigger you select is “Contact is created”, the fields in the dropdown in the If section are imported CRM fields associated with contacts and accounts. If the trigger you select is “Lead is created”, the fields in the dropdown in the If section are imported CRM fields associated with leads.
   
   When building your first condition group, you can choose whether the logic for the condition group should be OR or AND. Adjust this by switching the toggle at the top right corner of the condition group box.
   

   OR logic means that at least one of the conditions must be true for the overall statement to be true. For example, with the statement “Contact email is A or B or C”, if the contact email is A or B or C, the statement is true.

   AND logic means that all conditions must be true for the overall statement to be true. For example, “Contact email is A and B and C” is only true if A, B, and C are all true.
   

   You can also choose whether to apply OR or AND logic between condition groups, not only within an individual condition group. Once you’ve added multiple condition groups, adjust the logic between condition groups by switching the toggle at the top left under Set the operator between the condition groups.

    

7. The Then field defines what happens when the conditions of the rule are met. To specify who the to-dos for this flow will be assigned to, select the CRM field that represents the person they should be assigned to from the "And assign to" dropdown. This also determines who the sender will be for any emails in the flow.

    

8. Click Save rule. The rule won't be activated immediately when you save it, it's off by default until you toggle it 'on' on the next screen

    

Understanding the 'Unsubscribe' rule

For both company and personal flows, you have the option to toggle on an unsubscribe link to all email steps in the flow. Instead of having the option for each individual flow, you may want all flow emails being sent from your organization to contain an unsubscribe link.

When toggled on, each email in the flow has a note at the bottom:

” If you'd like to stop receiving these emails, let me know.”

Any time someone clicks on the link, they're removed from the flow and labeled as "do not contact". Learn more about what happens when someone is marked as do not contact.

Setting up the 'Unsubscribe' rule for an individual flow

1. Go to Engage > Flows , open the relevant flow, and go to the Rules tab

2. Toggle on the Unsubscribe rule

Adding unsubscribe links to all flow emails

1. From the sidebar, go to Company settings

2. Under Engage, go to Email settings

3. Toggle on Display an unsubscribe link for all flow emails

Non-editable rules from Gong

These rules can't be edited, but they're important to be aware of. They're applied to every company and personal flow and activated automatically. They're set up according to industry best practices to ensure that you're reaching out to people at the right time without spamming them.

These are the rules from Gong that are automatically applied to every company and personal flow:

• When someone replies via email, pause their flow

  • Does not include auto-replies or internal email responses. For example, let's say you send an email to a lead and cc your manager. If your manager replies to this email, the flow won't be paused. If the lead replies to this email, the flow will be paused.

• When an email bounces, pause the person’s flow

  • Generates a to-do for updating the email address and resuming flow

• When a meeting is booked, pause the person’s flow

  • Generates a to-do that notifies the assigned rep about the meeting and pauses the flow

• When someone is marked as “opt out” or “do not contact”, remove them from the flow

• When an auto email fails to send, convert it into a manual email

  • Auto emails can fail to send if they're missing variables, missing a recipient email address, we can't find the email thread, or the email account was disconnected

• When a recipient replies with an Out of Office message, snooze the step

  • Step will be snoozed until the recipient’s return date

  • If you get an Out of Office response from someone in a flow but Gong can't detect a date of return, that person's flow will not be snoozed. The flow will continue as planned

Flow rules FAQs