Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep, Business admin
Find the issue that matches your situation below and follow the checks to identify the cause.
I can't create or edit a ruleset
Access to create, edit, or delete rulesets requires a specific permission that is separate from your admin role. Admin status alone does not grant this access.
To check your permissions:
Ask your Gong admin to check whether the Create and manage flow rulesets permission is enabled in your permission profile.
After the permission is enabled, refresh the page and try again.
Note:
If you have the Create and manage flow rulesets permission but still cannot access rulesets, confirm that you have a Gong Engage seat. Both the seat and the permission are required.
A CRM change rule didn't remove the contact from the flow
CRM change rules respond to field transitions, not to the current value of a field. Several conditions must be met for the rule to work.
Check each of the following independently:
Timing: Confirm the CRM field changed to the trigger value after the contact was already active in the flow. If the field was already at the trigger value when the contact was added, the rule does not fire.
CRM mirror data: Check whether the CRM record has synced to Gong recently. Existing CRM record updates typically appear in Gong within a few minutes, but high-volume updates can take up to a few hours.
Object type: Confirm the rule is configured for the correct CRM object. Lead and Contact rules are separate. If your contact is a Lead in Salesforce but the rule is configured for Contact, it will not trigger.
Opportunity rules: If you configured an Opportunity-triggered rule, confirm that the contact's flow is linked to the relevant opportunity. Opportunity rules apply only when this link exists.
CRM validation: Check whether the CRM field update was blocked by CRM-side validation or record type restrictions. If the CRM did not actually record the update, Gong cannot respond to it.
If you have checked all of the above and the rule still did not fire, contact Gong support with the contact's CRM record ID, the flow name, and the timestamp of the expected field change.
A reply didn't pause or remove the person from the flow
When a contact replies and the flow does not pause or remove the person as expected, the most likely cause is how the response handling rule is configured, or that the reply was not treated as a genuine response.
Check each of the following independently:
Rule configuration: Check the response handling settings on the ruleset assigned to the flow. If the email reply action is set to continue the flow, replies will not pause the flow or remove the person from it. Learn more about configuring response handling.
Automated reply: Out of office and automated replies are handled separately from genuine human replies. An out of office response snoozes flow to-dos until the detected return date. It does not trigger the reply rule. If no return date is detected, flow steps continue as scheduled.
Reply timing: Confirm the reply arrived within 14 days of the last email sent from the flow. Replies received more than 14 days after an email may not be attributed to the flow.
I can't delete a ruleset
A ruleset cannot be deleted in two situations: it is the current default, or it is assigned to one or more flows.
Resolve whichever condition applies:
If it is the default: Set a different ruleset as the default first. Learn more about setting a default ruleset.
If it is assigned to flows: Assign those flows to a different ruleset. The rulesets page shows the number of flows using each ruleset.
After resolving the above, try deleting again.
"Remove all account contacts from all flows" didn't work
The "Remove all account contacts from all flows" response handling action removes all contacts at the same account from all flows across your company. If the expected contacts were not removed, check the following.
Check each of the following independently:
Leads are not affected: This action applies to contacts only. Leads do not have an account entity in the CRM, so leads are not removed even if they are part of the same company.
CRM account linkage: The contacts must be linked to the same CRM account record as the contact who triggered the event. If the CRM account associations are incomplete or incorrect, some contacts may not be included.
CRM mirror data: Check whether the CRM record has synced to Gong recently to verify that all contacts are visible to Gong at the time the rule fires.
If none of the above apply and contacts were still not removed, contact Gong support with the account record, the contact who triggered the event, and the names of the flows that should have been affected.
Frequently asked questions
Is there a log of which rules ran and when?
There is no customer-facing log of ruleset execution. The main diagnostic surface is the contact's flow history, which shows their current and past flows. For more detailed investigation, contact Gong support.
A team member accidentally changed a ruleset that affects many flows. What do I do?
Review who has the Create and manage flow rulesets permission in their permission profile and remove it from anyone who shouldn’t have it. If the ruleset was changed, restore its previous configuration. Changes apply immediately to all flows using that ruleset.