SUPPORT TIP OF THE WEEK
Tips, tricks, and hacks from our stellar Support team for using Gong to its fullest potential!
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When you set up the ‘Gong for Salesforce’ app, you might notice the “Repush historical call data to Salesforce” option. If the option is greyed out, it means there are already conversations in your Salesforce instance. If you were previously connected to a Salesforce sandbox, you’ll want to select this option to repush the call data to your production environment. However, if you have never connected to a Salesforce sandbox, you can ignore this and simply check the “Push call data to Salesforce” option. Then select a date in the past from which you’d like to start pushing call data.Want to learn more? Check out our help article, here.
Thanks for attending our Innovation at Gong webinar, where you heard our Co-Founder & Chief Product Officer, Eilon Reshef, along with Victoria Chernova, Director of Product Marketing, and Damian Cowell, Sr Director of Product Management share about how Gong’s AI can transform your business. As promised, here is a recap of all questions asked during the webinar to help you understand the features better. You can access the recording of the webinar here: https://rb.gy/783zp Question: Can we get a recording for this call to forward this to our Sales team, this is very productive! Answer: Sure, you can access it right here: https://www.gong.io/resources/webinars/ai-that-transforms-your-business-summer-release/?utm_campaign=webinar-innovation-at-gong&utm_medium=highspot&utm_source=gong Question: Is Gong Engage an added cost? Answer: Yes, there's an additional cost for Gong Engage and it’s features. Question: Where can I access the features release schedule? Can't wait to sha
Under the Insights tab, you’ll see “based on # calls.” You filtered the page by “All calls,” and it’s not showing the exact number of calls you’re seeing under your Conversations tab. No worries! It should update by the end of the week. These numbers aren’t real-time and are updated weekly (typically on Saturdays).
Did you accidentally share a call? Or share the wrong snippet? No worries - Here's how you can cancel the Shared Call! On the call page for the shared call, navigate to the right-hand sidebar and select "Shares & views." You'll see the link that you or another team member generated. You'll click . A pop-up with appear, and you'll choose "Cancel access to this call" and click Apply. That's it! No one can access that call through the previously shared link.
A Zoom meeting is scheduled by a host/organizer who doesn't join the meeting, will that call recording appear in Gong?Yes, it will!If the host doesn't join the call but another recorded team member does, Gong will record. However, it will appear in Gong under the participant's name. For example:
Are there Deals you don't see on your Forecast Board? Check your Deals tab! All the data on your Forecast Board comes from your Deal Board. With that said, if the deal information is inaccurate or missing on your Forecast Board, it is most likely inaccurate or missing on your Deal Board as well! Reach out to the Support Team to determine why you may have inaccurate or missing data. Check out your filters if you see a deal on your forecasting board but not on your deal board (and vice versa)! The filters may block the deal from making it to the board! Check out our article for more details on filters when creating a Forecasting Board!
Support Tip of the Week: I sent/received an email, and it's not on the Deals page. Where is my email?
Did you send/receive an email, and it's not showing under "activity" on the deals page? Does your Gong Primary email address match the email address in your CRM? Is the external individual sending/receiving the email a contact for that opportunity in your CRM? If both of these appear correct, email us at email@example.com! Please provide the message ID(s) for the missing email(s) and a screenshot of the "Original Message"? Instructions are below on how to get these two items. Troubleshooting: Where's my Email? If you're a customer that doesn't have a CRM - Check out our Gong Academy Session here!
You just enabled your Gong Consent Page, and now your Zoom Meetings require a passcode, but you don’t have one. No worries! Once the Consent Page is enabled, Gong automatically generates a passcode even if one isn’t originally required according to the user settings. This initiates a new protocol that causes the passcode to be required.As a workaround, simply enable the Zoom setting “Embed passcode in invite link for one-click join”. To do this, have your Zoom Admin follow the steps below: Log in with a Zoom admin account. On the left-hand menu, open Account Management → Account Settings. Search for “Embed passcode…”. Toggle “Embed passcode in invite link for one-click join” ON. Note: For meetings that are already scheduled, you will need to generate a new consent link after changing the Zoom setting. For more information, see the Zoom documentation for changing account settings.
Did you listen to multiple calls today? Are they all stamped with a green “Listened” badge but your “Gong Usage” numbers don’t align? This is perfectly normal! On your new nav bar, under the Insights tab, you’ll find “Gong Usage”. This page gets updated daily, so you’ll see the right numbers there tomorrow. Want to take advantage of our Insights tab? Check out how to level up on coaching and metrics with the Gong Academy!
Are you noticing that your screen-shares and presentations aren’t showing on the “Call page” in Gong? Are you importing your web conferencing calls from Zoom into Gong manually?If you answered yes to both of these questions, Gong is working as intended. When you manually import calls into Gong, the video and audio are uploaded but the screen-shares and presentations aren’t. To ensure that screen-shares and presentations are uploaded into Gong: 1) If you’re using the native Zoom integration, manually hit “Record to cloud” in Zoom. If there’s an associated calendar event for the call, we’ll import it. 2) If you’re not using native Zoom, add “firstname.lastname@example.org” to the calendar event as a participant. Both of these will record your call(s) and automatically upload your video, audio, and presentations into Gong!
If your Hubspot deals aren’t appearing in Gong, check two things: Is the deal owner’s email address the same in Gong and Hubspot? Does the deal have a parent account associated with it in Hubspot? If you answered yes to both and the deals still aren’t appearing in Gong, grab a screenshot of a missing deal, then copy/paste the screenshot and the deal’s ID into an email, and send it to our Support team here. They’ll investigate further!
Are you running into snags while installing Gong for Salesforce? In your company settings, under CRM > Select Salesforce > click the Install button under Gong for Salesforce. Didn’t work? Go ahead and click the Install button in incognito mode. Here’s how: Open Google Chrome.The easiest way to open an incognito window is with the keyboard shortcut combination Ctrl-Shift-N (Windows) or Command-Shift-N (macOS). OR you can click on the the three vertical dots in the upper right-hand corner of your screen and select New Incognito Window from the list. After you install it in incognito mode, refresh the page. It may take some to sync with your CRM!Having issues with Appexchange?Here is the direct link to Gong for Salesforce V. 2.25
Are you trying to sync the calendar events for your “Additional email addresses” in Gong? If your calendar integration (Google Workspace or Microsoft 365) is set to “Company-wide connection”, Gong will only sync your “Primary email address”. If you would like to sync a different email address with Gong: 1) You can switch your “Primary email address” in “My Profile”. For more information, check out our article here!2) You can move your calendar events from your “Additional emails addresses” to the “Primary email address'' you have connected to Gong. For more information on how to do that, check out the following link: Transfer Google calendars or events.
Is your team member trying to add a “Gong Meeting” to a calendar event, but getting an error message? Make sure they’re at least a Standard Team Member in Gong. Check that you’ve added a personal meeting room link in “My Profile”. Ensure that you have the Gong add-on installed. Check out our article here!
If your team notices a widespread issue, check the status page to see if it’s a system-wide issue at Gong. We keep this page up to date with ongoing outages. You can also select “Subscribe to updates” at the top to get notifications when an outage occurs.
If you’re an admin, you can leverage the Call Status report to: View how many calls were recorded, skipped, or canceled (and the reason for it!) in a given time frame Track which team calls are recorded as expected, and see if any calls are being missed due to a training or technical issue For more info, check out this help article.
If an external party organizes a call, it won’t automatically record. If you’d like to record it, you can always add email@example.com 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 firstname.lastname@example.org if you own the meeting URL, to ensure you maintain full control of the bot.
If you’d like to share only a portion of a customer call, you can share a snippet by selecting “Share Call” at the top right of the call page > Share with customers > Share a snippet of the call.For more info, check out this help article.
If you notice that an internal call was recorded when it shouldn’t have been, double check the calendar event to see if any participants used an external email domain (e.g., a personal email address). If they did, that explains things! Gong equates external email addresses with external meetings, and automatically records those calls.
If you can’t find your call recording, you can now see the reason it skipped on the ‘Activity’ page. Just select the date at the top > click on the event > and look for the skipped recording icon: Hover over the tooltip to see the reason it didn’t record.For more information, check out this help article.
If you’re looking to import a Salesforce field into Gong, check first to see if it exists on your Gong company settings page > Salesforce > Manage Salesforce fields. If it’s not listed on the appropriate Object, we might not support its field type. Here are the field types we support: DATETIME DATE INT CURRENCY PERCENT DOUBLE STRING TEXTAREA EMAIL URL ADDRESS ID REFERENCE PICKLIST PHONE TIME BOOLEAN Note: “Auto Numbered” and “Formula” fields are eventually mapped to a more specific field (date, number, string, etc.), so they can be supported if they are eventually represented by one of the field types listed.
Want to be sure your web conferencing call records? Follow these tips: Create a calendar event for the call more than 15 minutes before the call’s start time so it gets scanned by our system. When you need to create an ad-hoc event, add email@example.com as a participant on the invite to make sure it gets recorded. Double check that there’s only one meeting URL on the invite. If there’s more than one meeting URL, Gong will choose which one to record at random, and it may not choose the right one. Ensure that the invite organizer accepts the invitation. If the organizer doesn’t accept the invitation, the call will be considered canceled, and won’t be recorded. Happy recording!
You can restrict which users are able to delete calls based on their permission profile settings. In your company page settings in Gong, navigate to the Permission Profiles page > select the appropriate profile > adjust this setting: For more info, check out our resources on permission profiles, here.
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