Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep
On supported CRM pages, the Gong Extension adds a Gong icon next to contacts and leads it recognizes. Click it to open a contact panel where you can review contact history, update CRM fields, start calls and emails, and ask questions about the contact.
Note:
The extension does not support Salesforce Classic.
Open a contact panel from your CRM
On supported CRM pages, the extension shows a Gong icon next to contacts and leads it recognizes. The icon's appearance tells you how the person is known in Gong before you open their contact panel.
Indicator | What it means |
|---|---|
Purple Gong icon | The person is a contact or lead in your CRM |
Red indicator on the icon | The person is marked as do not contact |
Greyed Gong icon with a yellow dot | The person is in Gong but not yet synced with your connected CRM |
To open a contact panel:
Navigate to a supported CRM page. Contacts and Leads (list views and individual records), Account Contacts, Opportunities, Campaigns, and Reports are supported.
Find the contact or lead you want to work with.
Click the Gong icon next to their name. The side panel opens with their Gong contact context.
Review contact context
From the contact panel, you can see everything Gong knows about this person, including recent call and email activity, flow status, notes, to-dos, and CRM field values. All of this is visible without navigating away from your CRM page.
Use Ask anything
Ask anything generates AI-powered answers about a contact based on your recent Gong activity with them.
To use Ask anything:
Open the contact panel for the relevant contact.
Click Ask anything.
Type your question and press Enter.
Start a call
From the contact panel in your CRM, the Gong Dialer opens directly so you don't need to navigate away to make the call.
To start a call:
Open the contact panel for the contact you want to call.
Click Call.
Gong Dialer opens so you can place the call.
Start an email draft
From the contact panel, you can open a pre-addressed email compose window for the contact.
To start a draft:
Open the contact panel for the contact.
Click the email icon or the contact’s email address.
A compose window opens addressed to that contact.
Update CRM fields
From the contact panel, you can update CRM field values for the contact without leaving the page.
To update a CRM field:
Open the contact panel for the contact.
Find the field you want to update under the CRM fields section.
Click the field, enter the new value, and save. Gong syncs the change to your CRM.
Open Account Console from your CRM
From the extension, you can open Account Console to view full account details without leaving your CRM page.
To open Account Console:
Click the Gong icon to open the extension.
Go to the Accounts tab.
Select an account to open its details in the extension.
When you are viewing an account record in a supported CRM, the extension can open the corresponding account automatically. You can also select from your recently viewed accounts.
Frequently asked questions
Which CRM pages support Gong Extension actions?
For adding people to flows:
Salesforce
Contacts and Leads list views: add one person.
Account Contacts: add one or bulk-add.
Opportunity Contact Roles: add one or bulk-add.
Supported Reports: add one or bulk-add.
Campaigns: add one or bulk-add.
Microsoft Dynamics 365
Saved Contact and Lead list views: add one or bulk-add.
Account Contacts: add one or bulk-add.
Bulk selection is limited to saved views.
What do the different Gong icon states mean in my CRM?
The icon's appearance reflects how the contact is known in Gong. A purple icon means they are in your connected CRM. A greyed icon with a yellow dot means they are in Gong but not yet in your connected CRM. For example, they appeared in a call recording but were never added to Salesforce. A red do not contact indicator warns that the contact is opted out.
Is Ask anything available from the CRM extension?
Yes. Ask anything is available from the contact panel in both Gmail and your CRM. It generates answers based on your recent Gong activity, including calls, emails, and notes with that contact.