FOR GONG CUSTOMERS

You might notice that the data on the ‘Stats page > Gong Usage’ tab is a bit different from the data you see on the ‘Coaching Metrics’ page. That’s because the Coaching Metrics page includes data for a manager and their direct team, while the Gong Usage tab includes data across all teams.  So, for example, manager A may see seven “Calls with comments” in Gong Usage, but only five “Calls with comments” in Coaching Metrics. That’s because the manager commented on seven calls, five of which are for calls owned by users on their team, and two of which are owned by users outside their team.

If you’re properly listed as the call owner, but Interaction Stats still don’t appear for the call, double check to see whether the speaker talk track shows your name exactly as it’s listed in Gong.If the speaker track is even slightly different, we won’t be able to associate the Interaction Stats with your account. Correct it by ensuring that your display name within the web conferencing system you use on the call is the same as your Gong name.

If your call shows the incorrect call owner, you can now manually change the owner within the UI. Simply navigate to any Call page and select the edit icon next to the owner’s name. Now enter the new owner’s name. The Interaction Stats for the call will now associate with the new owner.    Learn more about this process here.

I understand I can set up automated alerts to go to slack, but is it possible to pass the commented snippet into Slack? My ideal workflow post call is for the rep to be able to route highlighted sections around the org to different parties who can help answer. Automated alerts won’t allow for the editorialization.  Or is the best way via dummy email address which push via a webhook? 

I am having some trouble with Gong reporting and was hoping somebody in the community could help me out: I am looking for a Gong report showing talk time Week over week by our account executives. I am trying to see if the % is starting to shift downward since we put our new playbooks into practice. Is this possible with Gong?

In Gong, you can share your recorded calls with internal and external users. Here’s how: Share internally: Navigate to any Call page in Gong and select ‘Share > Share internally’. This lets you send an email to an internal user or get a shareable link. The user has to log into Gong to view the link. Share externally: Navigate to any Call page and select ‘Share > Share with customers’. You can send them an email or get a shareable link. You can also set an expiration date so customers can only see the call for a certain length of time.Want to learn more? Check out our help article, here.

Can the Productboard integration with Gong be used to push insights to multiple Productboard instances or only one?

Hi All,I am working with a relatively new product within our stack and we are looking to capture as much feedback on our initial demonstrations as possible to feedback to our Product/Sales/Marketing teams. I am wondering if anyone had experience, or recommendations on the following: Without using trackers (as its too broad right now) have the ability for the Sales Rep to @ a group of users that are cross functional - and thus not a part of the standard user hierarchy Each member of this group would be notified by Gong that they have been tagged at a certain time during the call for them to review (If this can be done by Slack it would be amazing)I have seen the ability to Tag a team in platform, but that tagging seems to be for everyone in the user hierarchy and thus not cross functional.Thank you for any answers!J

If your team uses Outreach and your calls aren’t showing up in Gong’s import, double check two things: Do your email addresses in Gong and Outreach match? They should. It’s how we associate your Outreach calls with your Gong account. Was the call in Outreach recorded? If there’s a blue “play” button next to the call, it was recorded. If it wasn’t recorded, the play button is grey. If your calls weren’t recorded as expected, connect with your Outreach admin to ensure that your Outreach calls get recorded.

 Did you get a “Ghosted” warning on your deal even though you had a call recorded within the specified number of days, and you know it was associated with the account in Gong? If so, verify that the contact on the call is also associated with the right account in your CRM. This allows Gong to consider the contact an active prospect. Want to learn more about deal warnings? Check out the help article here.

Inquiring minds would like to know if any other Gong users are utilizing Gong for non-traditional use cases. I’m working with a research team that is using Gong to transcribe interviews/conversations and then build detailed reports and proposals based on the information from these. Would love to talk shop on best practices with anyone that has even a remotely similar use case!

I just went through this earlier today and thought I’d share with my Community friends. If two Gong customers hop on a call and they both want to record, what is the optimal way to do that?Both customers want that call added to their Gong instance. @Red Reddy  shared that the non-host of the meeting would need to add assistant@gong.io or use the schedule button on the Gong homepage to ensure it gets recorded on their side as well!

If an email isn’t showing up in Gong, double check to see whether the client on the email thread is listed as a contact in your CRM. If they are, ensure that contact is also associated with the right account in your CRM.If we find a contact in your CRM with an email address that matches the one in the email thread, we’ll import the email and link it to the parent account with which the contact is associated.Want to learn more about emails? Check out our FAQ page, here.

As a Product Marketer, I’ve leveraged Gong in all kinds of ways. How Gong Uses Gong: Product Marketer covers many of them. Another way - and one I’ve found extremely impactful - is boosting collaboration with my AE partners on specific deals. Before Gong, if an AE had a question about what positioning to use, what product capabilities to highlight, or something else, I would need to go through my own second hand ‘discovery,’ effectively asking them all of the questions they asked the prospect to get up to speed.Besides slowing collaboration down, the ‘double discovery’ work made it harder to equip my team with exactly what they needed in each scenario. With Gong, I can get up to speed in a snap. I can see the deal situation directly, and get the insight I need to make an impact. The result? Stronger PMM-AE partnership, better sales enablement, shorter deal cycles, and more fun bringing in more awesome customers.

Hey everyone,I’m really loving the new feature of requesting viewer information before they can access a recording, but on that note, do we not get email notifications anymore without toggling that?

Hi all - I’m wondering if anyone has ever used ‘Trackers’ to gain intelligence on the buyer and/or new verticals that you’re trying to move into? If so, what was your strategy, what phrases and key words did you track? 

I have Admin access, however, I do not have access to any of the recordings, I remember doing this on friday and now I have no access, not even logged in as the host. Can anyone help  

Gong’s Consent page allows you to notify meeting participants before they join a call that it will be recorded. Here’s how you use this feature: Link your personal meeting room to your Gong profile in the consent page settings. Copy your consent page URL and add it to your meeting invites. You can also use the Gong add-on to automatically populate the URL in your invites. When your meeting participants click on the link, they’ll be directed to your consent page, which asks for their consent to record, then they’ll be redirected to the meeting. If they choose “Join but don’t record,” the call will automatically stop recording.Note that this only works for static personal meeting rooms.Want to learn more? Check out this help article, here.

Hello! I’m wondering if anyone has any experience using Postman to run HTTP requests to the Gong API. I’m trying to manually authenticate my connection and I can’t seem to generate the API token correctly for it to do a simple GET on my entire user table.I would love if someone could point me in the right direction. I’ve followed the API documentation perfectly but I think I’m missing something with putting the authenticator token in the header of my request. Thanks!

I need to remove the last 3 minutes of a call/transcript - is that possible? i need to share it with a client, but want to make sure the last few minutes aren’t available.Thanks,Del Rae

Sometimes the Gong bot still joins calls to record them, even if your team is set up to use Native Zoom instead. This typically happens when: The host is not a licensed Zoom user or a recorded Gong user, or is not set up for cloud recording in Zoom One of your customers schedules a meeting, using their own link A web conference provider other than Zoom is used Gong cannot communicate with Zoom Once you know what the issue is, you can prevent it from happening in the future. Still have questions about Native Zoom? Check out our FAQs here.

Workspaces are a great way to divide your Gong instance into subaccounts that match your business needs.Calls are associated with a call owner’s home workspace at the time a call is scheduled. So, if a call is scheduled when an owner’s home workspace is Workspace A, and then their home workspace changes to Workspace B, the call stays in Workspace A.Ensure that calls (especially the sensitive ones) are associated with the right workspace by updating users’ home workspaces. Technical admins can follow the steps here to move a call between workspaces.

Use these tips to be sure your team’s deals and activities show up on the Deals Board, as expected:1. If no deals show up for a user who is manually provisioned, make sure the user’s email address is the same in Gong and Salesforce.If you do that and their deals still don’t appear, go to Salesforce and double check that the ‘opportunity owner’ is assigned to the right team member.2. If there’s no activity showing up for a deal, use the main search bar at the top of the screen to check for duplicate accounts. If the activities show up in a duplicate, reach out to our Support team here to get things sorted.