SUPPORT TIP OF THE WEEK

If an email isn’t showing up in Gong, double check to see whether the client on the email thread is listed as a contact in your CRM. If they are, ensure that contact is also associated with the right account in your CRM.If we find a contact in your CRM with an email address that matches the one in the email thread, we’ll import the email and link it to the parent account with which the contact is associated.Want to learn more about emails? Check out our FAQ page, here.

Gong’s Consent page allows you to notify meeting participants before they join a call that it will be recorded. Here’s how you use this feature: Link your personal meeting room to your Gong profile in the consent page settings. Copy your consent page URL and add it to your meeting invites. You can also use the Gong add-on to automatically populate the URL in your invites. When your meeting participants click on the link, they’ll be directed to your consent page, which asks for their consent to record, then they’ll be redirected to the meeting. If they choose “Join but don’t record,” the call will automatically stop recording.Note that this only works for static personal meeting rooms.Want to learn more? Check out this help article, here.

Sometimes the Gong bot still joins calls to record them, even if your team is set up to use Native Zoom instead. This typically happens when: The host is not a licensed Zoom user or a recorded Gong user, or is not set up for cloud recording in Zoom One of your customers schedules a meeting, using their own link A web conference provider other than Zoom is used Gong cannot communicate with Zoom Once you know what the issue is, you can prevent it from happening in the future. Still have questions about Native Zoom? Check out our FAQs here.

Workspaces are a great way to divide your Gong instance into subaccounts that match your business needs.Calls are associated with a call owner’s home workspace at the time a call is scheduled. So, if a call is scheduled when an owner’s home workspace is Workspace A, and then their home workspace changes to Workspace B, the call stays in Workspace A.Ensure that calls (especially the sensitive ones) are associated with the right workspace by updating users’ home workspaces. Technical admins can follow the steps here to move a call between workspaces.

Use these tips to be sure your team’s deals and activities show up on the Deals Board, as expected:1. If no deals show up for a user who is manually provisioned, make sure the user’s email address is the same in Gong and Salesforce.If you do that and their deals still don’t appear, go to Salesforce and double check that the ‘opportunity owner’ is assigned to the right team member.2. If there’s no activity showing up for a deal, use the main search bar at the top of the screen to check for duplicate accounts. If the activities show up in a duplicate, reach out to our Support team here to get things sorted.

If your SDRs schedule calls on behalf of your BDRs or AEs, the SDR may end up listed as the call owner. Things like the call’s Interaction Stats could be connected to the SDR instead of the BDR or the AE. (Yikes!) Let’s ensure that you get stats for the right folks. Follow the instructions below:  Have each BDR/AE add their personal meeting links in their Gong profile under “My Profile > Associated meeting URLs.” Ensure that these personal meeting links are used by the SDR when scheduling calendar events. Learn more about how Gong identifies a call owner here.

Trackers let you search for words or phrases to understand why, when, and how often they come up. Did you know you can search any Account page in Gong for calls or emails that contain a specific tracker? Go to an Account page and type a customized version of this into the search bar, next to the Account name: “tracker: TYPE YOUR TRACKER HERE”.  Want to learn more? Read about trackers here!

With our integration, your team can receive notifications about important call insights as they come up in calls, directly from Slack! Set up notifications for rules like these (and more!): When calls match a saved filter When pricing comes up When customers voice concerns When competitors are mentioned When coachable moments happen Check out this help article to learn more about the integration, or read our recipe for setting up notifications about competitor mentions.

Schedule your calls at least 30 minutes before their start time to ensure that our platform scans them in time and sets them up to be recorded.If you miss that deadline and need to record a call at the last minute, try these tips: If you use our native Zoom integration, manually hit “Record to Cloud” in Zoom. If there’s an associated calendar event for the call, we’ll import it. If you’re not using native Zoom, add “assistant@gong.io” to the calendar event as a participant. Or, use the “Schedule” feature on Gong’s home page. For more information, check out this help article or reach out to our Support team here.

Don’t see your scheduled call in the “Next Call” column on your Deal Board?  Double check the following:  Is the call scheduled for more than two weeks out? Our system only displays calls that are coming up in the next two weeks. Any calls outside this window won’t appear. Is the external participant in your calendar event listed as a contact in your CRM? If so, Gong will find the contact and associate the event it with their account. If we can’t find a contact, we won’t be able to display it on the Deal Board connected to their account. Read more about how we associate calls here. Still have questions? Reach out to our Support team here!

Do you rely on our native Zoom integration? Use these tips to be sure your calls are recorded as expected:   When you use native Zoom, it does all the recording instead of Gong. So if the Gong recorder still joins your calls, you need to ensure that the calendar event host is both a recorded user in Gong and has a Zoom license. We recommend using dynamic Zoom meeting URLs whenever possible. If you use your Personal Meeting ID instead, we recommend exiting and re-entering the meeting room when you have back-to-back meetings. When you join the meeting room, always check to see if the “Recording” icon is enabled in the top left corner. If it isn't, manually enable “Record to Cloud,” and if there's an associated calendar event, we'll import it.   Still have questions? Reach out to our Support team here!

Have you heard? You can now display scorecards in Salesforce! Just ensure you’re using Gong for Salesforce v2.20 or later, and follow the steps in the Display scorecards section in this help article. It contains a step-by-step guide to set this up.When you’re done, you’ll be able to view scorecard reports in the Content tab on the Conversation object. Data points include the scorecard name, questions and answers, and notes. Still have questions? Reach out to our Support team here!

How does Gong associate calls with your Salesforce data?When a web conferencing call is successfully completed, Gong scans Salesforce to find a contact with the same email address. Then Gong associates the account that is related to the contact with the call. If there is an open opportunity associated with that account, Gong associates this opportunity as well. For dialers, it’s the same process, but Gong references phone numbers instead of emails.Note: If multiple contacts have the same email address, accounts related to the same contact, or open opportunities related to the same account, Gong makes associations based on the most recently updated record.You can also manually associate a call with an account or an opportunity by following the steps listed here.Still have questions? Reach out to our Support team here!

When you set up telephony systems to integrate with Gong, keep these tips in mind so your calls import into Gong: The rep’s email and name must match in Gong and in the telephony system. The call in the telephony system must be recorded and have a recording file available. The call duration must meet the “Call Length” minimum on your Gong settings > Recording Settings page. Remember, Gong will trim out the intro/outro silence on calls before analyzing them, so the remaining call must meet this minimum requirement. Still have questions? Reach out to our Support team here!