Sales rep, Sales manager
Gong Engage*
Templates in Gong help standardize your communications with prospects and customers, allowing you to reach out quickly and professionally. Instead of writing emails from scratch, you can leverage pre-written templates to save time and maintain consistency across interactions. There is no limit to the number of company and personal templates you can have within Gong Engage.
Types of templates in Gong Engage:
Your personal templates: These are the templates created by individual team members. If you duplicate a company template and save it with changes, it’ll be here too. Your admin can define which team members can create and manage personal templates. Admins can view all personal content of team members in their organization, while managers can view personal content of users reporting directly to them. However, admins and managers cannot edit other team members’ content.
Company templates: These templates are available to everyone in your org. They can only be edited by people who are authorized to do so through their permission profile, but anyone can duplicate them and save them as their own personal templates.
Influencer templates: Get inspiration from the best in the business with these ready-to-use templates from industry experts. Use them as is or edit them to your preferences. They're available in your templates library.
Duplicate them to create personal templates out of them. Modify an influencer template once you’ve saved it to Your templates, or once you selected it while writing an email. The metrics for each influencer template are calculated based on your whole company's usage, not personal usage.Shared with you: These templates have been shared with you by other team members. You can’t edit content shared with you unless you duplicate it and save it as your own. Depending on your permissions, you can archive or restore shared templates to manage visibility in your library. Shared templates can be used when drafting emails or building flow email steps.
Archive: Archive templates to remove them from your active list. However, archived templates are not available for use when drafting emails or building flow email steps. You can restore archived templates from this folder if needed.
How to use templates
Within the email composer: Click Write Email from a to-do to open the email composer. At the bottom, click Templates. Choose any template and it will replace the current email content.
When creating or editing a flow: For any type of flow step you’re working on, click Use a Template. Search for and browse templates you might want to use. Choose any template and it will replace the current content.
From the Chrome Extension
When selecting a template to use, note that variables in Gong are grouped the same way they're grouped in your CRM. To avoid errors, use templates with recipient variables that align with the entity you're contacting. Recipient variables are auto-populated with information about a recipient, like their name, company name, or job title, when the message is sent. For example, if you're emailing a lead, use the "Lead First Name" variable instead of the "Contact First Name" variable.
How to search for a template
Where to go: Engage > Templates
You may be looking for a template that can help you handle a specific use case, like objection handling, or maybe you need a template that refers to a specific holiday. Search for templates that contain specific words using the search field in the top left corner. Search for any word in the name, subject, or body of the template.
How to preview a template
Where to go: Engage > Templates
See how a template is going to look in an email.
Select the template you want to preview from the list on the left
At the top right of the template window, click If the template contains variables, variable data doesn't populate in preview. When you select the template while composing an email draft, variable data will populate.
How to create a template
Where to go: Engage > Templates
Click + New template to create a new one. You can also create a new template within a specific folder by clicking next to the folder name.
The template body size can be up to 3 MB. Body size does not include attachments, but it does include in-line images and GIFs. The total size of a template including attachments can be up to 20 MB.
How to edit a template
Where to go: Engage > Templates
Choose the template you want to edit from the panel on the left and edit. You can change the text, apply rich text formatting, add variables and emojis, and more. Note that currently, opportunity variables cannot be used when building templates.
Variables, which populate automatically based on the recipient or account information, are different from placeholders. A placeholder can be any text between curly brackets, intended for the person using the template to replace it with the relevant information before it goes out.
We'll let you know before the email gets sent if there are any missing variables or placeholders still left in the email.
You can also add in-line images to your email templates. Simply drag and drop an image or gif into the body of your email template.
How to delete or archive a template
To delete a template, hover over the template you want to delete. Click and select Delete. Deleting a template removes it permanently.
The Archive option is only available for templates in the Shared with you folder, since you cannot delete a template that was shared with you. To archive a template, hover over the template you want to archive in the Shared with you section. Click and select Archive. Archived templates can be restored depending on whether you want to see them in your library. Archived content is not available for use from your templates library or when adding a template to an email or flow.
How to add attachments to template
Where to go: Engage > Templates
Choose the template you want to edit from the panel on the left.
Add attachments to templates by clicking . The total size of a template, including attachments, can be up to 20 MB.
When adding an attachment to a template that hasn't been saved yet, you'll be prompted to save the template first before adding the attachment.
How to share personal templates
Where to go: Engage > Templates > Personal templates
While company templates are automatically available to all team members, you may have personal templates or folders that you want to share with specific team members. Once shared, teammates can view it in their template libraries and use it for sales engagement.
Sharing a single template
Click next to the template you want to share.
Click
Select the name of a team member or entire team to share the template with.
Sharing a folder
Click next to the folder you want to share.
Click
Select the name of a team member or entire team to share the template folder with.
Only the owner of a folder can add content to a folder they share. To un-share a template, follow the same process and remove the selected team members.
How to view templates shared with you
Where to go: Engage > Templates
To see templates that have been shared with you, open the Shared with you folder in your template library.
You can’t edit content shared with you unless you duplicate it and save it as your own.
Shared templates can be used when drafting emails or building flow email steps.
How to track template usage
Where to go: Engage > Templates
To see the number of times messages were sent using a template, click on the folder where the template is saved. Note that these numbers do not include template usage in flows or the Gong Anywhere extensions in Gmail and Outlook.
*The features available to you depend on your company’s plan and your assigned seats.