SUPPORT TIP OF THE WEEK

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 assistant@gong.io 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.

If you’d like to record your call after it has already begun and you are using native Zoom recording, just click Record > Record to Cloud in the Zoom room. When the call ends and our system finds the matching calendar event for the call, we’ll auto import it for you.If you are not using native Zoom, add assistant@gong.io to your calendar event as a participant and the Gong bot will join in a few minutes.

If you’d like to capture meetings with CRM contacts who aren’t set to record, enable this setting in your company settings > Google Workspace or Office365 page: Learn more about this new setting here.

Did you attempt to connect our Salesforce integration in Gong, only to get a (gross) error code like this? Error%20validating%20SalesForce%20oauth%20connection.%20Salesforce%20error%20message:%20API%20requests%20are%20disabled%20for%20your%20account.%20Please%20contact%20Salesforce.com%20to%20enable%20API%20requestsMake sure that API requests are enabled on your Salesforce account. That should fix it. If it doesn’t, get in touch with our Support team here.

If you want to cancel the recording of a calendar event that includes assistant@gong.io, make sure you cancel it in your calendar provider (Google or Office 365), and select the option to notify all participants that it is canceled.If participants (including assistant@gong.io) are not notified of the cancellation, our system will not know about the cancellation and will record it.

If you’re using our Native Zoom integration and receive an email that a Gong user isn’t a Zoom user, check the following: Does the user’s email address match in Gong and Zoom? Does the user have a license in Zoom? Their “License” field in their Zoom profile should say “Licensed” instead of “Basic”.

If you want managers to control their own team’s data capture settings, navigate to the company settings page > Team Member Provisioning, and select “Managers can turn data capture on or off for their team”.This gives managers more control, even without admin privileges.Note: If you use an automatic provisioning method, such as Salesforce or Okta, you’ll also see the option to notify managers with recorded teams when a new user is imported:For more info, check out our resources on provisioning here.

If you want your team to be able to mark their calls private, enable this setting in the appropriate permission profile:  This lets call owners set their own calls as private when the conversation covers sensitive subjects. Non-call owners are also able to set a call to private, including admins. Once a call is set to private, only the call owner and internal call participants can access the call.For more information, check out the article here.

If you tried to upgrade ‘Gong for Salesforce’ and got an error message, follow these steps: Check that you’re using the right version! Follow the steps in the “Upgrading from v1.22 or below” or “Upgrading from v1.24 or later” section here first. Then, follow the steps in the “Upgrade Gong for Salesforce” section.  IMPORTANT: It’s easy to miss, but make sure you install the prerequisite patch listed.

If you’d like to track Interaction Stats for users who were on a call but were not the call owner, toggle to “Include all call data” in the bottom right corner of the Stats page:  You’ll be able to see the Talk Ratio, Longest Monologue, and Patience score for those users.Read more about Interaction Stats here.

If your team uses a Zoom Pro license, you can now enjoy the benefits of Native Zoom! To set things up, follow the steps in this first article, then the steps in this second article. Happy recording!

If you’re on a company-wide Google or Office365 connection and notice that one of your users has a red mic/email icon on the Team Members page, our system probably doesn’t have permission to view that user’s calendar or emails.  The solution? Check to see if they’re listed in the same Organizational Unit in your email provider where the Gong app is installed.For more information on connecting your email provider, check out our articles for Google and Office365.

If there aren’t any Interaction Stats populating your Stats page, there probably aren’t any calls that fit the “Whisper for interaction stats” filters.To learn more, hover over the “What’s This?” tooltip in the “Recommendations” box to learn which calls get interaction stats:Admins can adjust the filters by visiting the “Whisper for interaction stats” page, and following the steps shown here.

If you try to record a call with Gong but get a message that you don’t have permission, the issue may be with the settings in the Permission Profile to which you’re assigned. Reach out to your technical admin to do one of the following: Switch to a Permission Profile that allows call recording Update your current Permission Profile to allow call recording (Note: This will affect all users assigned to that Permission Profile.) For more on Permission Profiles, technical admins can read the help article, here.

If your permission profile in Gong allows you to manually record calls, you can use assistant@gong.io to record one-off calendar events. That could come in handy in several scenarios: Some teams don’t record internal calls, but if you need to, you can add assistant@gong.io to your calendar event before the internal call’s start time, and we’ll record it. If you don’t want all of your calls to record automatically, but want a few calls to record, ask your admin to turn off your data capture settings. Then you can manually add assistant@gong.io to the calendar events you want to record.

Users can listen to their recorded Gong calls without leaving Salesforce! To enable this as an admin, follow the steps in this help center article. Getting an XML-related error? Ensure that you copied/pasted the code as-is in Step #3.Still have questions? Reach out to our Customer Support team here!

Our favorite Native Zoom hack to ensure your call is always recorded as expected is this: Check to see if the “Recording” icon is enabled in the top left corner when you join a meeting room.If it isn't, manually enable “Record to Cloud,” and if there's an associated calendar event, we'll import it. If there isn’t an associated calendar event, at least the call will be in your Zoom account in the ‘Recordings’ section. You can then manually upload the call once it’s over!

You might notice that the data on the ‘Stats page > Gong Usage’ tab is a bit different from the data you see on the ‘Coaching Metrics’ page. That’s because the Coaching Metrics page includes data for a manager and their direct team, while the Gong Usage tab includes data across all teams.  So, for example, manager A may see seven “Calls with comments” in Gong Usage, but only five “Calls with comments” in Coaching Metrics. That’s because the manager commented on seven calls, five of which are for calls owned by users on their team, and two of which are owned by users outside their team.

If you’re properly listed as the call owner, but Interaction Stats still don’t appear for the call, double check to see whether the speaker talk track shows your name exactly as it’s listed in Gong.If the speaker track is even slightly different, we won’t be able to associate the Interaction Stats with your account. Correct it by ensuring that your display name within the web conferencing system you use on the call is the same as your Gong name.

If your call shows the incorrect call owner, you can now manually change the owner within the UI. Simply navigate to any Call page and select the edit icon next to the owner’s name. Now enter the new owner’s name. The Interaction Stats for the call will now associate with the new owner.    Learn more about this process here.

In Gong, you can share your recorded calls with internal and external users. Here’s how: Share internally: Navigate to any Call page in Gong and select ‘Share > Share internally’. This lets you send an email to an internal user or get a shareable link. The user has to log into Gong to view the link. Share externally: Navigate to any Call page and select ‘Share > Share with customers’. You can send them an email or get a shareable link. You can also set an expiration date so customers can only see the call for a certain length of time.Want to learn more? Check out our help article, here.

If your team uses Outreach and your calls aren’t showing up in Gong’s import, double check two things: Do your email addresses in Gong and Outreach match? They should. It’s how we associate your Outreach calls with your Gong account. Was the call in Outreach recorded? If there’s a blue “play” button next to the call, it was recorded. If it wasn’t recorded, the play button is grey. If your calls weren’t recorded as expected, connect with your Outreach admin to ensure that your Outreach calls get recorded.

 Did you get a “Ghosted” warning on your deal even though you had a call recorded within the specified number of days, and you know it was associated with the account in Gong? If so, verify that the contact on the call is also associated with the right account in your CRM. This allows Gong to consider the contact an active prospect. Want to learn more about deal warnings? Check out the help article here.