FOR GONG CUSTOMERS

Trackers let you search for words or phrases to understand why, when, and how often they come up. Did you know you can search any Account page in Gong for calls or emails that contain a specific tracker? Go to an Account page and type a customized version of this into the search bar, next to the Account name: “tracker: TYPE YOUR TRACKER HERE”.  Want to learn more? Read about trackers here!

Hi everyone, I am currently working on building Trackers to accurately document when certain integrations are discussed on recorded Gong calls. I’m running into a problem where I can’t get an accurate search on popular softwares with the term “integration” said in the sentence.  Example: I am trying to create a Tracker that tracks when a customer talks about a “Salesforce Integration”. However if I use that exact phrase, I miss out on sentences that contain the words “Salesforce” and “integrations”, if they are not said exactly in the way of the Tracker. However, if I simply use the phrase, “Salesforce” I will get a lot of false positives in my results. Is there a way to configure Trackers so that it picks up terms near each other? If there’s a way to search for “Salesforce” that’s within, say, 10 words of the word “Integration”, that would be ideal. Please let me know your workarounds or best practices! Thank you!

With our integration, your team can receive notifications about important call insights as they come up in calls, directly from Slack! Set up notifications for rules like these (and more!): When calls match a saved filter When pricing comes up When customers voice concerns When competitors are mentioned When coachable moments happen Check out this help article to learn more about the integration, or read our recipe for setting up notifications about competitor mentions.

Hi! First time poster here- I heard a speaker reference recently that they use Gong to capture product feedback. The way they made it sound was that gong captures this product feedback and puts either a call recording or a call transcript into a slack channel. I am wondering if there is a way to have gong capture the phrase “product feedback” and use that as a trigger to post something into a slack channel. Is that far out there in the realm of possibility? 

Schedule your calls at least 30 minutes before their start time to ensure that our platform scans them in time and sets them up to be recorded.If you miss that deadline and need to record a call at the last minute, try these tips: If you use our native Zoom integration, manually hit “Record to Cloud” in Zoom. If there’s an associated calendar event for the call, we’ll import it. If you’re not using native Zoom, add “assistant@gong.io” to the calendar event as a participant. Or, use the “Schedule” feature on Gong’s home page. For more information, check out this help article or reach out to our Support team here.

Hi everyone :) There is an option to choose specific user from my gong team and mark them as “never record”.Is there a similar option for users that are not part of my team? maybe by the email domain of their Zoom account?We don’t want to record conversions with HR and Finance from outside of the company. Thanks!

Is there functionality coming to give the option to have the gong announcement only happen once? I love having calls recorded, but with 26 outside attendees we listened to 26 announcements (some only partial due to the mute button...) but it’s sort of annoying. Any product updates appreciated!

All of my reps are setup on Native Zoom and Gong integration. My IT squad are saying that we have too many recordings on our Zoom Cloud. As all recordings are in Gong,Do I need Zoom Cloud Recordings if they’re all stored in Gong? Can I delete the Zoom Cloud Recordings as they’re already in Gong? Thoughts?

Don’t see your scheduled call in the “Next Call” column on your Deal Board?  Double check the following:  Is the call scheduled for more than two weeks out? Our system only displays calls that are coming up in the next two weeks. Any calls outside this window won’t appear. Is the external participant in your calendar event listed as a contact in your CRM? If so, Gong will find the contact and associate the event it with their account. If we can’t find a contact, we won’t be able to display it on the Deal Board connected to their account. Read more about how we associate calls here. Still have questions? Reach out to our Support team here!

Do you rely on our native Zoom integration? Use these tips to be sure your calls are recorded as expected:   When you use native Zoom, it does all the recording instead of Gong. So if the Gong recorder still joins your calls, you need to ensure that the calendar event host is both a recorded user in Gong and has a Zoom license. We recommend using dynamic Zoom meeting URLs whenever possible. If you use your Personal Meeting ID instead, we recommend exiting and re-entering the meeting room when you have back-to-back meetings. When you join the meeting room, always check to see if the “Recording” icon is enabled in the top left corner. If it isn't, manually enable “Record to Cloud,” and if there's an associated calendar event, we'll import it.   Still have questions? Reach out to our Support team here!

Working on Deal Boards for our CS organization and running into issues because Deal Boards can only be filtered by Close Date. We review Renewal Opportunities based on Start Date.Would love to hear if your organization books/recognizes GRR and renewal by close date or start date and how you have your deal boards set up. Thanks!

Hi :) How can I changed the name of the bot? and can I make a number of name options and define which one to use by rules? Thanks!

Have you heard? You can now display scorecards in Salesforce! Just ensure you’re using Gong for Salesforce v2.20 or later, and follow the steps in the Display scorecards section in this help article. It contains a step-by-step guide to set this up.When you’re done, you’ll be able to view scorecard reports in the Content tab on the Conversation object. Data points include the scorecard name, questions and answers, and notes. Still have questions? Reach out to our Support team here!

How does Gong associate calls with your Salesforce data?When a web conferencing call is successfully completed, Gong scans Salesforce to find a contact with the same email address. Then Gong associates the account that is related to the contact with the call. If there is an open opportunity associated with that account, Gong associates this opportunity as well. For dialers, it’s the same process, but Gong references phone numbers instead of emails.Note: If multiple contacts have the same email address, accounts related to the same contact, or open opportunities related to the same account, Gong makes associations based on the most recently updated record.You can also manually associate a call with an account or an opportunity by following the steps listed here.Still have questions? Reach out to our Support team here!

Hello community!  I’m trying to find known/creative ways of optimizing gong’s capabilities for the SE organization. As Sales (or solution) engineers, we usually work across most verticals in the company, therefore the need to extract information and feed not just the sales organization, but other departments as well. Examples could be: Using trackers in order to identify need by a market segment (product-oriented) Using trackers to understand better compliance  Competitive analysisAnd many more… How about you? How does your SE leadership using gong? 

When you set up telephony systems to integrate with Gong, keep these tips in mind so your calls import into Gong: The rep’s email and name must match in Gong and in the telephony system. The call in the telephony system must be recorded and have a recording file available. The call duration must meet the “Call Length” minimum on your Gong settings > Recording Settings page. Remember, Gong will trim out the intro/outro silence on calls before analyzing them, so the remaining call must meet this minimum requirement. Still have questions? Reach out to our Support team here!

While setting up Gong for Salesforce, you might be unable to view conversation highlights or transcripts.  If this happens, it’s usually because a permissions setting in Salesforce needs to be changed: The Canvas Pages in the Conversation Object needs to be enabled. Instructions on how to fix this are here (You must be a Salesforce Admin to enable this function.):https://help.gong.io/hc/en-us/articles/360028623691-Troubleshooting-Can-t-view-the-conversation-highlight-or-transcript Still have questions? Reach out to our Support team!

Hey folks,I am going to be making some changes to a coaching scorecard soon and want to make sure that I’ve dotted my i’s and crossed my t’s.I have done some testing and it appears that:if I edit a question on an existing scorecard, it won’t edit any completed scorecards.  If I delete a question, then it will remove that question from completed scorecards. Disabling a scorecard prevents it from showing up as an option for a user, but it won’t remove any completed scorecards. With this in mind, I think the best option is to create a new scorecard “2021 SDR Coaching” and disable the previous one. This allows us to keep a record of the past scorecard and eliminate any confusion for the end user. If we don’t make anymore major changes, then I would update it to 2022 to show that indicate it is active/updated. Does this check out? Or do you have any other recommendations for editing scorecards and keeping things organized?

If you're setting up your Google Workspace and the integration page is stuck on "In Progress" for more than a few hours, check on two things:1. Is the email address you used to connect the integration in the same Organizational Unit in which the Gong app was installed?2. Does your team's primary domain in Gong (under Company Settings > General Settings) match the primary domain in your Gong user profile (assuming you're the integration user)? The "In Progress" status should update a few hours after these changes. If not, reach out to our Support team!

Hello! I wanted to start a conversation with fellow Enablers and how you are using Gong for your programs.  I love using Gong for my reinforcement, especially using scorecards to track the reps listening to their calls and doing their deliberate practice, as well as trackers for when we are introducing changes to messaging. And of course, building libraries for on boarding and other trainings. We do a weekly “Gong Show” with the sales team focused on specific areas of our sales process and either using it for opportunities for coaching or highlight best practices. Comment below and lets learn from each other!

Feeling time crunched? If you don’t have time to search Gong calls, get your reps to surface them for you! There are two ways to do this using hashtags:  Live note taker: When your rep is on a live web conference call, they can go to the Gong homepage, where they’ll see a Take notes button. They can open it to access a live note pad where they can take notes and drop in hashtags. So, for example, if your rep is on a discovery call, they can add #discovery to the note taker. You can search for that hashtag later on.   Call commenting: When your reps listen to recorded Gong calls after the fact, they can also drop in #discovery. Then when you enter #discovery into the search bar at the top of a Gong page, you’ll see a list of everywhere it was used. If you hear an impressive track, add it to your Call Library so other reps can hear it.  If you want this approach to succeed, decide exactly what you want tagged and choose a simple hashtag for it (e.g., #discovery, #objection, #pricing). Se