Write emails from Gong

Who's this for? Reps

Where to go? Anywhere in Engage

Compose and send emails directly from Gong to keep your workday flowing without switching between tools. Save time with templates that are pre-populated with customized data and generate emails using AI, all while having quick access to any relevant context you may need.

Compose and send emails in Engage

You can start writing an email whenever you need one. To use the Gong email composer, you need an Engage license.

There are a few ways to start composing an email in Engage:

• From to-dos: Gong might suggest to-dos to help you keep your prospecting conversations and deals moving forward by prompting you to send an email to someone. You might also be prompted to send an email as a step in a flow. You can start writing an email directly from those to-dos

• By hovering over someone's name: Start a one-off email draft by hovering over someone's name and clicking Email

• From person view: Click on someone's name from anywhere in Engage to open a side panel with their details. Click the mail icon to start an email draft

• While reviewing an account: From an account page, click the menu at the top right and select Write email

Give Gong permission to write emails

The first time you click WRITE EMAIL, whether it's directly from a to-do or elsewhere, we'll ask you for permission to write emails.

Giving us this permission means the emails you compose in Gong are integrated with your email client (Gmail or Office365) and sent directly from them. This means:

• Emails you send appear in your email client Sent folder.

• Emails you compose but don't send appear in your email client Drafts folder.

• If the to-do was triggered from an existing email thread (for example, an Out of Office reply), the email is included in the existing thread in your email client.

When you click WRITE EMAIL, the email is pre-populated with key info such as contacts and action items, as relevant, and includes suggested text that you can edit freely. You can also add emojis, links and attachments.

As soon as you click WRITE EMAIL, a draft is created in your email client. Opening the draft in your email client is a handy way to preview your email before you send it from the Gong email composer.

What's in the Gong email composer

• Deal info: Click Deal info in the right-side menu of the email composer to get all relevant deal context at your fingertips. See contacts sorted by activity level, past events related to the deal, and view and edit CRM fields on the go (amount, close date, and stage).

• Call info/last email: Depending on the type of activity leading up to the email you're writing, the next section labeled Call info or Last email may appear. This section shows you the last call's details including action items, or lets you view the last email thread right next to the one you're currently writing.

• Templates: The Templates section gives you handy templates you can easily reuse to speed up your writing process. Templates often contain variables, which let you quickly personalize your message. Under each template, you'll see open rate stats to help you choose the ones that are most effective.

• Variables: Variables serve as a great way to easily personalize your messaging. If you try to send an email with a missing variable, or placeholder text between double brackets that we can't find a value for, we'll warn you before sending. The same applies for auto-emails send via flows; if there are any missing variables, we'll let you know by presenting the email as a manual email in the To-dos. Learn more about using variables in Gong.

  Note that 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 sending the email to replace it with the relevant information before it goes out. Like with variables, we'll let you know before the email gets sent if there are any placeholders still left in the email.

• AI-generated email drafts: For certain Gong-generated to-dos, Engage provides you with an AI-generated email draft using the context of your last interactions. You get a personalized suggested draft that you can quickly rephrase to adjust the tone of the message.

  You can get AI-generated email drafts in flows, too. When creating an email step, you can save time by choosing "Generate an email" for that step.

  These are the types of AI-generated emails you can add to a flow. Stay tuned for more:

  • Nudge: This email gently reminds someone to get back to you. Each time someone reaches this step in the flow, Gong generates a personalized message using AI

  • Follow-up: Each time someone reaches this step in the flow, Gong generates a personalized message based on your previous emails

• Inspiration: Click Inspiration to see relevant recent emails sent by you and your teammates that you can draw ideas from. For example, if you’re writing a meeting follow-up, you’ll see other follow-up emails you and your teammates have written recently.

  If you're working on an email from an assist that's not connected to a flow, you'll see examples of other emails sent from that same assist type.

  If you're working on an email as a part of a flow, you'll see inspiration emails that have been sent from the same flow and step. If there are none from the same step, you'll see examples from the same flow. If there are no examples from the same flow, you'll see other emails you and your teammates have sent to contacts and leads.

  In each case, examples are ordered by recently sent, and are not ranked based on reply rate.

• Formatting: You can apply rich text formatting, add emojis, and more. Text that's already formatted will maintain its formatting if you paste it into the email composer. You can also add in-line images to your emails — drag and drop an image or gif into the body of your email template, and resize it as you like.

• @Mention people in emails: Bring attention to a teammate or contact within the body of an email using "@" followed by their name. The person you mention is automatically added as an email recipient.

Email size limits

When writing emails from Gong, the email draft body size can be up to 3 MB. Draft body size does not include attachments, but it does include in-line images and GIFs. 

The total size of an email including attachments can be up to 20 MB. 

We'll let you know if you hit these limits in the email composer.

Save time writing emails with AI

The Gong email composer uses AI to give you ready-to-send, personalized messaging in a click. You can use this time-saving tool when:

• Actioning Gong-recommended to-dos: When working through your to-do list, click Write email next to one of the following Gong-recommended to-dos to get an AI-generated email draft:

  • Meeting follow-up: Draft is generated based on the transcript of the call or meeting

  • Back from OOO: Draft is generated based on the original email that was sent to the person and the Out of Office reply that was received

  • Nudge: Draft is generated based on the previous email you sent to the person

  • Meeting confirmation: Draft is generated based on the subject, date and time of the meeting

• Creating flows: When creating a flow step that involves sending an email, choose Generate an email so that each time someone reaches that step in the flow, Gong will generate a personalized email draft for you. You can choose which type of email you want Gong to generate:

  • Nudge email: Gently remind someone to get back to you with a message that references your last email

  • Cold email: Start a conversation with a new prospect. When a prospect reaches this step in the flow, Gong will prompt you for a few quick pieces of information about the prospect, company, and industry in order to generate a highly personalized email. Once the email is generated, either send it off right away, or click Edit to adjust your answers and regenerate the email draft

• Reviewing a call: While watching a call back, easily generate a follow-up email. From the call page, click Generate follow-up email in the top right corner to open an AI-generated email draft summarizing the call.

Create Salesforce tasks for emails

You can push emails sent from Gong to Salesforce to create Salesforce tasks. Your admin can set this up via the Salesforce settings page in Gong. Read more about creating Salesforce tasks here.

Engagement tracking

When you send emails via the email composer, we can automatically track email engagement, so you know what's happening at the other end. This setting is optional and must be configured by your admin.

See if an email has been opened and if any links have been clicked in the deal activity timeline or the Delivered tab of Messages. Access the activity timeline via the Account overview, deal overview, Gong Engage, and more.

Schedule emails to be sent later

Stay one step ahead by choosing the date and time you want your email to land in your recipient’s mailbox. To schedule an email, click on the arrow next to the send button. You have a few quick options to choose from, but you can also click Choose custom time to set a specific date and time. If there’s only one recipient, you can also see what that time will be for your recipient based on their time zone.

What happens once I’ve scheduled an email?

Once you've scheduled an email to be sent later, the email shows up in the activity timeline on the corresponding account page with a note stating when it's scheduled to be sent. From here, you can edit the email draft or cancel and delete it so that it will no longer be sent.

Before the scheduled email goes out, you can edit the email from within Gong. Your email will still get sent out at the right time including the changes you made.

If you start composing a new email but you already have another draft that’s been scheduled to go to that same recipient, we’ll let you know with a note at the top of the email composer. The note tells you when the scheduled draft is set to go out. From here, you can view the scheduled email right next to the one you’re working on and decide whether to keep the scheduled draft or the new one you’ve started.

Is there a limit to the number of emails that can be sent at once?

Your admin can set limits on the amount of flow emails that can be sent by you and your team. This helps to keep your follow-up tasks manageable, and prevents your prospects from becoming fatigued. All types of emails, as well as non-flow emails, count towards reaching these limits. However, you are only prevented from sending flow emails once you hit the limit, meaning you can still send non-flow emails at that point.

Simplify scheduling with the Chili Piper and Calendly integrations

Easily send your availability and schedule meetings using Chili Piper and Calendly straight from the email composer.

To get started:

• Use Gong in Google Chrome

• Download the Chili Piper or Calendly Chrome extension

• Log in to your Chili Piper or Calendly account

Once you’re set up, look for the extension's icon below the text field of the email composer. Click to access the extension. 

If you want to remove the extension from Gong, you can do so via your Chrome extension settings.

Add and edit your email signature

Add and modify your email signature from directly within Gong. Gmail email signatures are imported into Gong automatically. Whether you're using Gmail or Outlook for your email provider, setting your signature within Gong lets you ensure it will look great when sending emails from the Gong email composer.

To set up or modify your signature:

1. Click your name at the top right

2. Go to My Settings

3. Scroll to the Emails section and click View and update signature

4. From here, create or edit your signature. You can change text, add links, add images, and embed links

5. When you're ready, click Save

Can I still use the email signature imported from my Gmail?

If you're happy with your imported Gmail signature, no need to do anything. As long as you don’t modify your email signature in Gong, it will continue to be synced with your Gmail signature. If you save a new signature in Gong, we will stop syncing it with Gmail and the one you saved in Gong will become the default for every email sent out of the Gong email editor.

I updated my signature in Gong, but when I go to write an email, I still see the previous version of my signature in the email editor. Why is that?

You may have started writing the draft before updating the signature, meaning that the body and signature of the email was already saved. Your signature won't be updated on drafts that were already created.

Can I paste my signature from Outlook into the Gong email signature editor?

Yes, you can. You might need to make some formatting adjustments.

Enhance your emails with the Gong AI rephrasing tool

Gong's rephrasing tool helps you write better emails faster by giving you rephrasing suggestions according to the tone you want to use. This tool does not incorporate business context, it focuses instead on helping you convey your message clearly in your desired style.

How to get started 

To start using this feature, ask your admin to contact your organization’s Customer Service Manager.

Using the Gong AI rephrasing tool

Once enabled, you can easily start getting quick rephrasing suggestions for your email content. Start by highlighting a phrase or sentence of at least 5 words that you’d like suggestions for. Click Use to replace your text with the provided text, Rephrase to rephrase your text again, or click More options to rephrase your text with a specific tone.

Gong email FAQs