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Hi there!

I’ve been tasked with integrating our Zoho CRM with Gong to make the most of the account link feature. Using the documentation, I’ve successfully uploaded an Account entity via Postman using an LDJson file. When I check the request status via GET /v2/crm/requeststatus using my request ID, I get a response of "totalSuccessCount": 1.

However, I can’t see the account in the Gong UI. Additionally, when I make the following API call:

GET https://api.gong.io/v2/crm/entities?integrationId=XXXXXX&objectType=ACCOUNT

and pass in the same objectID used in the LDJson file, the response contains a null object.

Questions:

  1. Are there any configuration steps I might have missed that could prevent the account from appearing in the Gong UI?
  2. Are there debugging methods or logs available to trace why the account isn't visible?
  3. Is there a delay between a successful upload and when the account appears in the UI?
  4. Does Gong require any specific fields or data structures in the LDJson that could impact visibility? (if I miss-out a mandatory field I get a different result on  GET /v2/crm/requeststatus)
  5. Could there be an issue with the integrationId or how it's linked to our Gong instance?

Any advice or pointers would be greatly appreciated!

kind regards

Hey ​@Ryan Prescott!

When you upload objects they go into intermediary S3 storage - otherwise referred to as the "mirror".

This GET objects request only returns records that have been processed and pushed into the Main CRM DB -- which effectively is the source of data that you can visually see in a variety of places in the Gong app UI.

Objects only get processed and pushed from the mirror to the Main CRM DB under a few conditions:

  1. When a Lead or Contact is associated with a call activity or email activity
  2. When an Opportunity is owned by a recorded Gong user >> this pulls the Opportunity and its parent Account into the Main CRM DB (and shows it in the Deal Board and you can search for the Account in the global search element)

I recommend reaching out to our API support team for more detailed troubleshooting if necessary: https://contact.gong.io/hc/en-us/requests/new

Tagging in ​@BridgetFinegan who can also assist with any follow up questions or clarification!

Hi ​@Molly Kipnis ,

Thank you so much for your prompt and clear feedback—it was incredibly helpful! I’m thrilled to share that we’ve successfully got a deal showing up in the UI—woohoo!

Really appreciate your support.

Best regards,
Ryan

Awesome! Glad we could help!! ​@Ryan Prescott 

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