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FOR GONG CUSTOMERS

An area dedicated to our Gong customers

431 Posts
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Shaan VaidyaNew Participant
asked in INTEGRATIONS
Recovering from invalid refresh tokens

On making a refresh token request, a new refresh token is generated and the old refresh token is invalidated. If the new refresh token is somehow lost, there’s no way to recover. Is it possible to make the old refresh token stay valid for a grace period after it is used in making a refresh token call? 

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Noga Aloni
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Alay VakilNew Participant
asked in INTEGRATIONS
Refresh Token Expiry

Access Tokens expire periodically based on this doc - https://help.gong.io/hc/en-us/articles/13944551222157-Create-an-app-for-GongRefresh tokens can be used to get new access tokens. However, when do refresh tokens expire ?I have been getting “Refresh token code is invalid” error for an integration whose access / refresh cycles were working for the recent past. 

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Leigh OxleyCommunity Newbie
posted in DATA IN GONG
Admin/Ops reporting cadence

Hi everyone! 🖐I’m a new ops-based Gong admin, looking to report on our overall usage of the platform. I’ve been to the Team Members page to see our license allocation and usage, but I’m looking for a little more than that… we want to understand how our team is using Gong and if they’re getting value from it, at the end of the day.I asked ChatGPT and it suggested a number of dashboards and reports that live in either Settings > Analytics or Analytics on the left side panel, but I don’t have Analytics in my settings, nor do I have Analytics in my left side panel either 🤷🏻I have Insights, but from there just Team, Initiatives, Market. I’m a business and technical admin, so assume I should see everything?I’m curious what other teams are reporting on related to usage and engagement and how you’re leveraging that reporting to drive better usage of Gong within your organization (and better manage your license allocation!)

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Noga Aloni
Noga AloniGongster
published in CONFIGURING GONG
How to Use Gong to be a More Productive Sales Rep

In this three-part post, we’re delving into all of the essential steps and resources you need to improve your productivity with Gong. Be sure to check out the configuration checklist first if you haven’t already! Part 1: Engaging with your open opportunities It’s essential to use the right tools to manage your open opportunities. Here are three ways you can always be one step ahead.  1. Review and take action on Gong’s AI To-Dos to move your deals forwardPrioritize and action your To-Dos2. Review Call Spotlight to stay refreshed on upcoming meetings and next steps. You can also use the Activity Timeline to get full context of accounts and use Gong’s AI email capabilities to draft follow-up emails.Call Spotlight Ask anything about a call Intro to the account page3. Review deal board to get the overview of your pipeline performance, and strategize your approach to meet quota (e.g. need to do more prospecting, need to multi-thread more in current opportunities, etc.)Use deal boards Part 2

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Noga Aloni
Noga Aloni
Noga AloniGongster
published in CONFIGURING GONG
How to Use Gong to Increase Your Reps' Productivity

In this three-part post, we’re delving into all of the essential steps and resources you need to enhance rep productivity with Gong. Be sure to check out the configuration checklist first if you haven’t already! Part 1: Monitoring your team’s pipeline Monitoring your pipeline regularly is key to understanding whether your team is on track to hit their goals. Below are three actionable tips that will help you stay on top of your pipeline performance and keep everything moving smoothly.  1. Review deal boards and track weekly performance (pipeline created, sales generated, renewals generated, upsell generated, etc.) to understand whether your team will hit, miss, or exceed their goals.Using Deal Boards Running effective pipeline reviews (Gong Academy)2. Research and identify risks in key opportunities using deal warnings, the account page, the activity feed, and Gong’s Ask Anything feature.Stay on top of your deals with warnings  Intro to the account page Ask anything about a deal, accou

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Noga Aloni
Noga Aloni
Noga AloniGongster
published in CONFIGURING GONG
Configuration Checklist: Improving Rep Productivity

Here are 4 tasks every new Gong user should complete to set themselves up for success with enhancing Rep Productivity! 1. Create Trackers/Smart Trackers/Initiative Boards aligned to sales methodology, competition, risk areas, pitch/positioning tactics, etc.Trackers overview Create a keyword tracker Create a smart tracker Create an initiative board2. Create scorecards to track key seller motions/conceptsCreate a scorecard3. Create a deal board for each use case and sales/success process. Add key CRM fields, trackers, and AI-playbooks that provide all the information a rep needs at a glanceCreate a deal board Create and manage playbooks Track progress in your playbook4. Create Library/Stream folders aligned to your Sales Methodology/stagesCreate and manage streams

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Noga Aloni
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Ed FranklinCommunity Newbie
asked in GONG RECORDINGS
Recording Hybrid meetings

Our sales team sometimes conducted demos in prospects office. In these circumstances the sales person is present in the office and use a computer to run a demo of the software along with a remote product expert.We’ve not yet discovered a way to successfully use Gong for these meetings. If we run Gong on the computer, Gong doesn’t recognize that the two people in the office are a sales person and a prospect. And if we use the Gong Mobile App to record, it doesn’t work well with the person dialing in on the computer. It is a similar issue to delivering an online meeting where the prospect has multiple people in a conference room.Has anyone else experienced this challenge and how are you addressing it?

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Noga Aloni
Winnie Nguyen
Winnie NguyenCommunity Newbie
posted in SUPPORT TIP OF THE WEEK
Support Tip of the Week: Adding assistant@gong.io to an external call?

If an external party organizes a call, it won’t automatically record. If you’d like to record it, you can always add assistant@gong.io to the calendar event. If you do, note that only the host of the meeting URL will be able to admit or remove the bot. Because of this, we recommend only adding assistant@gong.io if you own the meeting URL, to ensure you maintain full control of the bot.

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TLee McNabb
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Leigh OxleyCommunity Newbie
asked in DATA IN GONG
View all team members, regardless of heirarchy

I feel like I must be missing something… I’m an admin and want to see data/stats (on the Insights > Team page and elsewhere) for my entire organization - not by team, not having to select individual teams or users, I just want an option to see EVERYONE. Or at least to have a quick “select all” option so I don’t have to click team-by-team, one-by-one to add everyone. Am I missing something? We’re integrated with SF for most users, so the manager attribute is coming from there, but others are manually added (i.e. those without an SF account). I would think I could select our CEO’s team and that would include all cascading members below, but it doesn’t. I just want an easy way to look at everything at once. Ideas?

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Joe BarrowHigh roller
asked in DEALS
Tab Totals not working in Deal boards

My deal boards are working but the totals for the opportunity stages are showing all zeros with the exception of the total.   Any suggestions as to how I can get the totals to appear?   Screenshot attached.   Thanks, Joe

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Sam Morris SamsaraNew Participant
asked in COACHING
Scorecard - Best practices for using AI powered answers

Does Gong have any best practices when utilizing the AI powered answers for Scorecard questions? We would like to help scorers by giving them some tips/tricks on how to incorporate the AI powered answers into their decision making, without having the AI powered answer being the only answer. If there are documents/ snippets from scorecard discussions I would love to review. Thanks!

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Noga Aloni
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Janice ZinkNew Participant
asked in GONG RECORDINGS
Auto-email me or my customer the Gong recording after every call?

Can I set up my Gong account to auto-email the Gong recording after every call? I see you can something about “pre-set” for a specific customer...but I want to automate it. Or at the very least email me the recording.

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Noga Aloni
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Anthony ParkerNew Participant
asked in DEALS
Forecast - Select Deals

Hi all,Does anyone know when Forecast will allow AEs to select and auto calculate specific deals when submitting their forecast?I searched for an answer before posting.

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Noga Aloni
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Craig HallNew Participant
asked in INTEGRATIONS
salesforce integration - custom fields

In gong you can ask anything relating to a call. And it seems to work pretty well.  In salesforce we have a number of fields in our opportunity relating to customer goals, pains, risks etc.  it would be good if we could map a field from salesforce, phrase it as a question for gong ai and then automatically populate the field in salesforce. 

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Noga Aloni
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Jason HarderCommunity Newbie
asked in DATA IN GONG
Flow reporting on digital interactions

I’ve completed an extensive flow with hundreds of contacts and thousands of emails. I would now like to pull a report based on the digital interactions of the contacts, so I can focus on higher digital interaction counts. How do I pull this report?

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Noga Aloni
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stephanie richmanEnthusiast
asked in DEALS
Opportunity Roles

Hello! We have a primary contact on all opportunities in SFDC because we are required to create opportunities from a contact… however, we have turned off requirements for reps to enter any other contact roles on opportunities for a number of reasons.  We can look at things like Gong call participants to see who else is involved, but marketing (Marketo) would also like to act on this data and Marketo can really only use contact roles on the opportunity to see who is involved.  Any way to populate contacts with roles (Contact Roles) on an opportunity based on call participation data?  Example- 4 contacts from Beta Corp join a call tied to Opportunity X… could we have all 4 added to Opportunity X as contacts with the generic role like “influencer”?  This would be supremely cool and helpful for our marketing org to nurture and measure influence...

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Noga Aloni
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desinessNew Member
asked in GONG RECORDINGS
Will Gong record future meetings?

Hello All, we have a user that scheduled invites/meetings via Outlook (future dates), we just realized their gong professional and web conference recording weren’t enabled. We just enabled them. Will those future meetings be recorded now? Or do they need to do something to make sure they do get recorded? Couldn’t find a clear answer about this specific issue. 

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Noga Aloni
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Onur KoyuturkCommunity Newbie
asked in DATA IN GONG
"POST- Retrieve detailed call data" Limitation

Hey, apologies if this is mentioned before but couldn’t find.When I hit POST - Retrieve detailed call data API, it only pulls certain amount of (89) calls’ data although I haven’t specified and date, call_id etc. limitation. In the API doc it only mentions a time frequency limitation but now I’m wondering whether there’s a size limitation as well, anyone experienced a similar issue? For reference, below is how my payload looks; payload_calls = { "contentSelector": { "context": "Extended", "contextTiming": [ "Now", "TimeOfCall" ], "exposedFields": { "collaboration": { "publicComments": True }, "content": { "pointsOfInterest": True, "structure": True, "topics": True, "trackers": True }, "interaction": { "personInteractionStats": True, "questions": True, "speakers": True }, "parties": True } }, "filter": { "__callIds": [] }} 

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Ed FranklinCommunity Newbie
asked in CONFIGURING GONG
Viewing Playbooks in Account Overview Screen

We’ve recently started using a customised version of the Gong playbook. It works really well on dealboards and under Points of Interest for individual calls.Where it can’t be seen as far as I can tell is the Account Overview screen. Reps would like to have an easy view of it when reviewing their accounts.Does anyone have any ways around this, or do you think this would be a useful feature development? 

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Peter TightCommunity Newbie
asked in COACHING
How to track filler words by team member over time?

Some feedback I got during my performance review was to try to cut back on filler words in my customer calls. I’d love to use Gong to track my progress on the journey to stop using filler words and also to attach some metrics to work against. Has anyone tried to do this in the past? I figure someone probably has a great report/tracker search string I could rip off rather than reinventing the wheel.  In my mind I’d have two views: Team view: Name on the Y axis and volume of filler words on the X axis Individual view: Different filler words on the Y axis and the count (or better yet, the percentage of total words) on the X axisThank you!!  

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Ayumi MasubuchiCommunity Newbie
asked in CONFIGURING GONG
Change the names of call participants

How can I change the name of each caller? I uploaded some recordings, but each caller's name is inaccurate. 

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Molly Kipnis
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Rae KeinanNew Participant
asked in INTERNAL COLLABORATION
Sourcing Case Studies

Has anyone tried using Gong to source customer case studies? If so, I’d love to hear what trackers/filters you set up to find these.

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Hannah Hapin
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BrendanNew Participant
asked in CONFIGURING GONG
How can a team member see my personal flow in Gong Engage

I’ve set my Gong personal flow in Engage to ‘visible’ which indicates other members should be able to use it.However, I don’t see how I could go about adding a contact to someone else’s flow so not sure how they could use my flow? Currently my company has blocked me from adding to the ‘company flows’

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Carly Lohnberg
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Russell KoontzCommunity Newbie
asked in DEALS
Deal Board without Opportunity or Closing Date in Salesforce

Good morning, I’m new to Gong, and working my way through the training resources. I love the Deal-Board insights, but I’m trying to find a way to customize it to show new-business prospects, that don’t have an associated opportunity or closing date in Salesforce. Does anyone have experience with this, or will I need to force a “dummy” field in Salesforce in order to have it show in the Gong Deals?Thanks for your help. 

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Molly Kipnis
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Inbal ShackedEnthusiast
asked in CONFIGURING GONG
Smart Trackers for Speaking improvement

I wonder if I can use a Smart Tracker to find representatives who say “Ehhhh”, “ummmm” “So” etc. I built a Smart Tracker and added a lot of phrases, the problem is that the engine demands the examples to have at least 3 words in each example, which prevents me from adding the basic “ehhhhh / ummmm” and such. Any thoughts or suggestions? 

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Molly Kipnis
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