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Analysis of big amount of calls

Chiara GianolaCommunity Newbie

Gong Program Managers (Gong customers only)

Gong for Professional Services Teams

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Gong Program Managers (Gong customers only)

Reporting on Call Interaction with Deals

James KaseCommunity Newbie

Can I filter by a field not being empty vs a specific value?

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Gong and Microsoft Teams

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Learn from a Gong CSM: Crawl, Walk, Run with Gong

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Zoom Phone (SMS)

Who can do this: Tech admin & Zoom Phone admin.See text messages captured from Zoom Phone in the activity timeline to enjoy a fuller picture of deal activity!Connect Zoom Phone (SMS)Before you begin: Make sure for everyone you want to capture Zoom Phone text messages for, that Import telephony system calls is selected in their data capture settings.Click Company settings > Data capture   Telephony systems.Click  + Add telephony system.Select  Zoom Phone (SMS).Click  CONNECT.You are redirected to Zoom Phone.Enter your credentials, and approve.You are directed back to Gong. Zoom Phone (SMS) provides a token that Gong captures in the background.You're now connected to the Zoom Phone API and sms will be captured. If this is the first time you've connected to Zoom Phone (SMS), Gong brings in the last three months worth of sms. If you're reconnecting to Zoom Phone (SMS), Gong brings in sms from the last sync date.Remove the Zoom Phone (SMS) integrationIn Zoom:Log in to your Zoom account, and navigate to the Zoom App Marketplace.Click Manage > Added Apps, and locate Gong for Zoom Phone (SMS).Click Remove.In Gong:Click Company settings > Data capture >  Telephony systems.Locate the Zoom Phone (SMS) tile, and click .

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Zoom Phone

Who can do this: Tech admin & Zoom Phone admin.Before you begin: Make sure for everyone you want to capture Zoom Phone calls for, that Import telephony system calls is selected in their data capture settings.Click Company settings > Data capture > Telephony systems.Click + Add telephony system.Select Zoom Phone.Click CONNECT.You are redirected to Zoom Phone.Enter your credentials, and approve.You are directed back to Gong. Zoom Phone provides a token that Gong captures in the background.You're now connected to the Zoom Phone API and calls will be captured. If this is the first time you've connected to Zoom Phone, Gong brings in the last three months worth of calls. If you're reconnecting to Zoom Phone, Gong brings in calls from the last sync date.Supported dialer features This table lists how different features are supported. See Supported dialer features for more details of each feature.FeatureDescriptionSupportedAdditional call typesIn addition to regular calls, imports: Short calls (under 30 seconds)Call attempts Non-recorded callsNoCall dispositionImports the call outcomeYesPurposeImports the call purposeNoCall directionIndicates whether the call is inbound or outboundYesCall transferred to other peopleCalls that are transferred can be ingested to Gong asOne single callDivided into several segments The call participants are either: Fully identified for the entire callPartial identification of participants Ingested to Gong: Divided into several segments. In Gong, each segment is a separate call. Call participants: Partial identification. Import past callsWhen setting up the integration, automatically imports the last 90 days of callsYesUser matchingThe field in the call used to match the Gong user to the dialer userEmailSound experienceIndicates if the call is recorded using stereo or monoMonoMust be connected through a CRMSome systems must be connected through a CRM in order to make a callNo

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Zoom integration overview

Who's this for: Tech adminIntegrating Gong with Zoom lets you record your calls in Zoom and then import them to Gong, so that your calls can be associated with your Gong activities. When setting up the integration, you can set it up for your entire company or for specific users.Note:Gong can integrate with Zoom's Pro, Business, and Enterprise plans. We don't support the Basic (free) plan. ZoomGov is not supportedRecording optionsChoose one of the following methods to integrate Gong with Zoom:Native Zoom recording (recommended): Set up native zoom recording so that the call is recorded in Zoom and automatically pulled into Gong.Record calls using the Gong bot: The Gong bot is added to your meetings to record the call, and bring it into Gong. On such calls, your Gong users can listen in to the call live via Gong.Advantages of connecting Gong to ZoomWhichever recording method you're using, connecting Gong to Zoom provides a number of advantages:More accurate meeting attribution and speaker and participant identification (including host identification when using Zoom Rooms)Switch Zoom user settings to VOIP automatically and make sure Gong records calls (bot recording)The ability to pause and resume the conversation when there may be sensitive information - Gong will stitch the recordings together, indicating that there was a pauseBetter recording qualityInstall Gong’s app for Zoom to take notes during meetings Leverage the Gong consent page to make sure you have participant consent to record:Dynamic links: The integration allows Gong to generate unique Zoom links for every meeting scheduled with the Gong add-in:Gong for Google calendar: domain-wide or per individualGong for Outlook: domain-wide or per individualPersonal meeting (static) links: The integration allows Gong to associate personal meeting links with the team member's Gong consent pageWhen you use the Gong consent page with Zoom, Gong automatically links the Zoom personal meeting room to each team member's consent page link.

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Zendesk (telephony system)

This article explains how to integrate the Zendesk telephony system with Gong. If you're looking for info on the general Zendesk integration that enables you to send call snippets to Zendesk and create support tickets - go here.Create a new integration in ZendeskIn Zendesk Support, click Manage, and then select API in the Channels category.Click the OAuth Clients tab on the Channels/API page, and then click the plus icon (+) on the right side of the client list.Complete the following mandatory fields to create a client:Unique Identifier: This field is auto-populated with a reformatted version of the name you entered for your app. You can change it if you want. Ideally the name should have no spaces in between the words.Redirect URLs: Enter https://app.gong.io/dialers/auth/callbackClick Save.After the page refreshes, a new pre-populated Secret field appears on the lower side.Copy the Secret value to your clipboard and save it somewhere safe. The characters may extend past the width of the text box, so make sure you select everything before you copy.WarningFor security reasons, your secret is displayed fully only once. After clicking Save, you'll only have access to the first nine characters.Click Save.Connect Gong to ZendeskClick Company settings > Data capture > Telephony systems.Click + Add telephony system.Select Zendesk.Enter the following info:Client ID: Unique Identifier from ZendeskClient secret: Secret from ZendeskSubdomain: Subdomain of your URL (when you are in Zendesk). For example, if your URL to login is "https://somename.zendesk.com/", then your subdomain is "somename"Click CONNECT.Supported dialer features This table lists how different features are supported. See Supported dialer features for more details of each feature.FeatureDescriptionSupportedAdditional call typesIn addition to regular calls, imports: Short calls (under 30 seconds)Call attempts Non-recorded callsNoCall dispositionImports the call outcomeNoPurposeImports the call purposeNoCall directionIndicates whether the call is inbound or outboundYesImport past callsWhen setting up the integration, automatically imports the last 90 days of callsYesVoicemailImports voicemail message as a recordingYesUser matchingThe field in the call used to match the Gong user to the dialer userEmailSpeaker experienceIndicates if the call is recorded using stereo or monoMonoMust be connected through a CRMSome systems must be connected through a CRM in order to make a callNo

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Zendesk

Who's this for? Tech admin This article explains how to connect to Zendesk with the goal of creating support tickets from call transcripts. Additional information is available on our Zendesk integration page.NoteThis article does not cover the Gong integration with the Zendesk telephony system. For details on the Zendesk telephony system integration, go here.Enable your team to send support tickets for your in-house support team directly from call transcripts in Gong to streamline your overhead, and enable support to listen to customers outlining the issue they face in person.How to connectNoteYou must be an admin in both Gong and Zendesk to complete the setup.In Zendesk, obtain a Zendesk API token by following these instructions:https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token-On the Zendesk integration page, click Install.You are redirected to Gong's Zendesk integration settings page.Enter the email address of the person who got the token, your Zendesk instance name, and the token with the “/token” suffix.Test the connection works.Click UPDATE.All that's left to do is to let your teams know they can now open a support ticket.FAQsWhat are the advantages of connecting Gong to Zendesk?Enable your team to create support tickets for customer issues directly from call transcripts in Gong to cut down overhead in work processes, and make sure your support team gets to hear your customer’s problem in their own words. The created ticket links back to the call.What should I do after I connect Gong to Zendesk?After setting up the integration, let your Gong users know how to create support tickets in Zendesk from calls.

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Program Manager Launch Certification Study Guide

Preparing to take the Program Manager Launch certification exam? This study guide has been curated to help you get exam ready!

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Your Gong Maintenance Schedule

Explore the tasks you should tackle regularly to maintain Gong and drive business strategy.

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What's the Value of Integrating Your CRM?

This course addresses the value of integrating your CRM with Gong to ensure parity between your system of record and system of action, and to enable the use of some Gong features.

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Using Gong's Call Summaries and Ask Anything

See how a Gong Strategic Mid-Market AE uses Gong's call summaries and ask anything to stay present in customer and prospect conversations, focusing on having a thorough conversation and listening to the actual words that they say and picking up on their cues instead of having to worry about taking down every note in detail.

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Using Gong for RevOps

This guide outlines a variety of ways that you, as a RevOps professional, can utilize Gong to tackle initiatives that deliver visibility across the entire revenue team, improve efficiency and effectiveness across revenue processes, drive revenue predictability, and achieve revenue growth.

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