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In Salesforce if a Tracker is present on a Gong recording, a record is created on the Call/Conversation object in for each Tracker. For Keyword trackers, you are allowed to populate a field called Tracker Phrase that sends over the exact phrase that triggered the tracker.  I was wondering if there was an equivalent for Smart Trackers. I thought it’d be interesting to see that information in Salesforce, particularly on Opportunities where any of the Playbook (we use MEDDPICC) Smart Trackers are present.

Hi there ​@Rene Pena! At this time, it’s not possible to capture and send the exact phrase that triggered a Smart Tracker in Gong. That said, I encourage you to submit this as a feature request to our product team, which you can do on the righthand side of this page. 😀

Hi there ​@Rene Pena! At this time, it’s not possible to capture and send the exact phrase that triggered a Smart Tracker in Gong. That said, I encourage you to submit this as a feature request to our product team, which you can do on the righthand side of this page. 😀

Thanks Molly, will do.

Hi ​@Rene Pena !

Unfortunately, no - Smart Tracker phrase capture isn't currently available through the API or native CRM integration. As Molly mentioned, it's not possible to capture and send the exact phrase that triggered a Smart Tracker in Gong.

But here's a potential API workaround:

You could build a custom solution using the transcript endpoint (POST /v2/calls/transcript) to retrieve call transcripts for calls where your MEDDPICC Smart Trackers fired. Then use text analysis to identify the specific phrases that likely triggered each tracker.

Steps would be:

  1. Use GET /v2/calls to find calls with your Smart Trackers
  2. Pull transcripts via POST /v2/calls/transcript
  3. Apply custom logic to extract relevant phrases around tracker timestamps
  4. Push those phrases to your custom Salesforce field

It's more work than the native Keyword Tracker phrase export, but gives you that visibility into what specific language triggered your playbook trackers.

-Peter
 

Ref:

Thanks for following up on this, ​@PeterBFerrigan!

In Salesforce if a Tracker is present on a Gong recording, a record is created on the Call/Conversation object in for each Tracker. For Keyword trackers, you are allowed to populate a field called Tracker Phrase that sends over the exact phrase that triggered the tracker.  I was wondering if there was an equivalent for Smart Trackers. I thought it’d be interesting to see that information in Salesforce Switchable smart window film, particularly on Opportunities where any of the Playbook (we use MEDDPICC) Smart Trackers are present.

Smart Trackers in Salesforce don’t have an equivalent to the Keyword tracker’s Tracker Phrase; they only log that a Smart Tracker was triggered. To see this on Opportunities, you can use custom fields, workflows, or Gong’s API to flag or report when Smart Trackers are present.

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