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We continue to have sporadic issues with emails syncing into Gong (from Outlook) but not being created as a task in Salesforce. I have submitted several support tickets which are resolved by manually syncing the email to SF but we continue to have issues which is very inconvenient, and frustrating for my sales teams. I’m just wondering if anyone else is experiencing continued issues or if there are tips/tricks, outside of those posted in Gong help, that would minimize these issues. 

Thanks for any feedback! 

A

 

Hi ​@Aimee Redlinger! Sorry you’ve had troubles with syncing your outlook emails to Salesforce. 

For anyone running into similar issues, here are some steps you can take to troubleshoot:

  • Email Mismatch: Ensure your Gong user email exactly matches your Office365 primary mailbox address.

  • Permissions: Verify Gong has the required permissions configured in Office365 (e.g., mail.read, calendars.read.shared, user.read).

  • Inclusion List: Confirm your email address is listed under "Gong captured emails" in the Admin Center > Salesforce settings.

  • Wrong Contact Sync: If emails are syncing to the incorrect contact (e.g., a CC'd person), you may need to update the contact's last activity date or contact support to adjust the "several tasks" setting.

  • Persistent Issues: If all else fails, reach out to Gong Support at help.gong.io for help with server or configuration errors.

I hope this helps anyone who may also be struggling with this issue! 

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