Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep, Sales manager
Choose the step type that fits how you want to reach someone: an email you write yourself, an email Gong sends for you, a call, a LinkedIn connection request or message, or a reminder to do something offline. Each type has its own settings, and all of them share the same timing controls.
Manual email
You write and send a manual email yourself, so the step sits on your to-do list until you do. Use it when the message needs your own words.
A manual email step gives you:
Templates: Add an existing email template instead of starting from scratch.
Field placeholders: Fill in recipient details such as first name and company automatically.
Your signature: Your standard Engage email signature is included.
AI drafts: Click Generate an email and choose the type you want. A Nudge email reminds someone to respond, and a Follow-up email builds on your previous exchanges. Gong drafts it each time someone reaches the step, and you can edit it before sending.
On any email step after the first, you choose whether the email goes out as a reply to the previous email step, which keeps the conversation in one thread, or as a new thread, which lets you change the subject line and start fresh.
You can set the To, CC and BCC fields in advance, and use the My manager field placeholder to include your manager without naming them.
Auto email
Gong sends an auto email for you, so the step never reaches your to-do list unless something needs your attention. If a field placeholder is missing, the email thread is lost or your email account is disconnected, the step becomes a manual email and waits for you.
Auto emails include your signature, the same as manual emails.
The sender is whoever added the person to the flow. If a rule added them, the rule decides the sender. When someone has more than one email address, Gong uses the first one listed.
As with a manual email, you choose a reply or a new thread on any step after the first, and you can set the To, CC and BCC fields in advance.
Note:
Auto emails need email write permission. If your email account is disconnected or the permission expires, Gong shows a banner with a link to reconnect it, and auto emails resume once you do.
Call
Call the person from the flow in the Gong Dialer, or another dialer your company has integrated.
Call recording: Calls are recorded, so you get the same analytics and insights as any other recorded call in Gong.
Call scripts: Work from a script when it is time to call someone.
Note:
Your admin has to turn the dialer on for your team and set up business numbers, either assigned to individual reps or shared across the team.
LinkedIn connect
A LinkedIn connect step prompts you to send a connection request to the person. Connection requests cannot be logged to your CRM.
Note:
Both LinkedIn step types need your admin to integrate LinkedIn Sales Navigator with Gong, and you need a LinkedIn Sales Navigator Advanced Plus license.
LinkedIn message
With a LinkedIn message step, you send a direct message on LinkedIn. The message can be logged to your CRM when Log this conversation to CRM is turned on.
Task
A task step is a reminder to do something that is not an email, a call or a LinkedIn step. Use it for sending a gift, preparing for a meeting, researching a company, or any other offline action.
Set when a step is due
Every step type carries a delay. On the first step the delay runs from the moment you add someone to the flow, and the field reads Delay from flow start. On every step after that it runs from the previous step, and the field reads Delay from previous step.
Set Delay by in either Hours or Business days. With business days you can also use Add a preferred time of day to choose Recipient's morning, which is 9 AM to 12 PM, or Recipient's afternoon, which is 12 PM to 6 PM. Those options are not available with hourly delays. Click Set timing to confirm.
Auto emails have two extra timing choices on the first step:
Send as soon as possible: Gong tries to send the email immediately, on a business day.
Send on any day (including weekends): Gong sends the email immediately, even on weekends.
Auto emails go out at the recipient's local time, or at your own if Gong cannot determine theirs. If sending limits or email throttling hold an email back, Gong sends it as soon as it can.