Scale your outreach with flows

You can also learn about how Engage helps you comply with spam regulations and set up for successful email delivery.

There is no limit to the number of company and personal flows you can have within Gong Engage.

To get a snapshot of flow performance, go to Engage and open Flows. From here, select a folder. On the right, you can see how many people were added to each flow over all time, and how many are currently active and/or paused.

When you duplicate a company flow and save it as your own personal flow, the rules that were set up for automatically adding people to that company flow don't carry over to the duplicated version.

To duplicate a company flow and save it as your own:

1. Go to Engage > Flows

2. Scroll to your Company flows folder

3. Hover over the flow you want to duplicate. Click and select Duplicate

4. Choose the folder where you want the duplicated flow to live

5. Open the duplicated flow to edit it.

To create a new flow from scratch:

You can add attachments to flow steps by clicking on the paperclip icon. If you decide to use a template that has attachments, those attachments will automatically be added to your email draft, and can be removed.

When adding an attachment to a step in a flow that hasn't been saved yet, you'll be prompted to save the flow first in order to add the attachment.

If you add an attachment to the flow step and then add a template that has attachments, any attachments you previously added will be removed or replaced with the template's attachments.

Email draft body size can be up to 3 MB. Draft body size does not include attachments, but it does include in-line images and GIFs. Total size of an email, including attachments, can be up to 20 MB. 

Contacts and leads from your CRM are automatically synced into Gong so you can add them to flows. You do not need to be a contact or lead owner to add them to a flow.

Add people manually

From Accounts and People, you can add someone to a flow by clicking +Add next to their name.

In People, add multiple people at once by selecting the checkbox to the left of their names, and then from the Actions menu, choose Add to flow.

You can also add people to a flow from person view. Click on their name anywhere in Engage to open person view, then click +Add to flow if they're not already in one.

You can add recommended contacts to a flow the same way as long as you have their email address, so you may need to reveal an email address from a data provider or add one via the CRM updater first.

Add people automatically

For company flows, technical and business admins can set up rules for adding people to a flow automatically based on selected triggers and CRM fields. Rules for adding people automatically can only be created for company flows, not personal flows.

Identify people who finished a flow and add them to a new one

You can find the list of people previously in a specific flow and add them to a new one from Engage > People.

1. Click + Add filter and choose a field that will help you identify the flow the contacts and leads were previously in, like Engage flow name or Engage flow ID

2. Search for or select the flow the contacts and leads were previously in

3. Click + Add filter again and select Engage flow status. Maybe you want to see only the people removed from the flow because they replied, in which case, you’d select the Removed Response status

4. Now that you have the right list of people, use the checkboxes on the left to select the ones you want to add to a new flow

5. At the top right, select Add to flow from the Actions menu, and choose the new flow you’d like to add them to.

If you remove someone from a flow and then add them back in, they will start from the beginning of the flow.

Remove individual people manually

From the Accounts and People, look for the green In flow label next to any contact or lead's name. Click the green label to manage that person's flow.

From To-dos, you can also click and then click Remove person from flow.

To remove multiple people at once, go to People and select the checkbox to the left of their names, and then from the Actions menu, choose Remove from flow.

Removing people automatically

All company and personal flows have built-in rules for automatically managing people in the flow according to certain actions. These built-in rules are listed below.

If a flow is paused and then resumed, it will resume from the step in the flow where the person was at the time of the pause. After 30 days, anyone who is still paused in a flow will be automatically removed from the flow.

Pause individual people manually

There are a few different ways you can pause a flow for an individual person:

Pause all account contacts in their flow

If there are multiple contacts in an account that are currently active in flows, you can pause them all in their flows in one go. You can do this directly from a response to-do, when someone responds to an email that was sent from a flow.

In To-dos, you'll see the response to-do showing you who responded to an email sent from a flow. At the far right of the to-do, click the more menu, and then click Pause flow for all account contacts.

After 30 days, anyone who is still paused in a flow will be automatically removed.

Pause people automatically

All flows come with a set of built-in rules that help you manage contacts and leads without missing potential opportunities for engagement. These rules automatically pause someone in their flow when:

Resume someone's flow

Let's say someone was paused in their flow, either manually or automatically, but you want to resume it for them so they'll continue receiving communications from the flow.

This can be done in 2 ways:

At the far right of the to-do, click the more menu, and then click Resume flow for this person.

• From the Response to-do: If someone responds to an email sent from a flow, you'll get a Response to-do in To-dos letting you know the flow has been paused for this person. Other contacts and leads who are also active in this flow are not affected.

• From the yellow Paused label: From anywhere in Engage that gives you a list of contacts and leads, such as the Accounts and People, people whose flows are paused are marked with a yellow Paused label. Click on the label to resume the flow, remove them from the flow, or select a different flow. From here, you can also see who paused the person's flow and when.

After 30 days, anyone who is still paused in a flow will be automatically removed from the flow.

See the list of contacts and leads previously in a flow

While working on a flow, go to the People tab to see the list of people currently or previously in the flow. You can search for specific contacts or leads in the list. By default, the list is sorted by the contacts and leads that were most recently added to the flow. 

You can edit a flow any time, even when there are contacts and leads in an active flow.

Open the flow you want to work on by going to Engage from the main menu on the left-hand side, then Flows, then select the flow you want to work on. You can drag and drop flow steps on the left side to rearrange them or add and remove steps.

If you make major edits such as rearranging or removing steps, those changes will only affect future contacts and leads added to the flow. Contacts currently in active flows will remain in the old flow and won't be affected by the changes.

If you make minor edits, such as editing the content of an email step or adding a step, you will be asked whether the change should affect the current and future contacts and leads, or future contacts and leads only.

Changes to steps won't apply to contacts and leads in active where the related to-do has already been generated. For example, let's say you have a contact called Sara who is currently in step 3 of a flow, meaning you currently have an open to-do for step 3. If you edit the flow and change the due date for step 3, Sara's flow will not be affected. However, if Sara was in step 2 when you edited the flow and changed the due date for step 3, the changes will apply to Sara's flow.

For personal flows, you have the option to add an unsubscribe link to all email steps in the flow. When toggled on, each email in the flow has a note at the bottom:

”If you'd like to stop receiving these emails, let me know."

Any time someone clicks on the link, they're removed from the flow and labeled as "do not contact".

To add an unsubscribe link, open the flow you want to edit, go to the Rules tab and toggle the unsubscribe rule on.

All company and personal flows have the following built-in rules for automatically managing people according to certain actions. These rules are based on best practices and ensure that you're reaching out to people at the right time without spamming them.

If someone is already in a flow but you want to put them into a different one instead, you'll need to remove them from the flow they're currently in first.

You can do this from Accounts or People. Click on the green In flow label next to any contact or lead's name. Remove them from their current flow, and then select the new flow you want to add them to.

Sending a large number of emails all at once may raise red flags for Internet service providers. To help your company maintain a healthy sender reputation and avoid getting marked as spam, your admin can set up flow email limits for the following categories:

What happens if you reach an email limit?

While all types of emails count towards reaching the limit, once it is reached, only flow emails will be limited. This means you can continue sending manual emails once the limit is reached.

Flow emails: Edit the email or schedule it to be sent another day

Auto send flow emails: These will be automatically snoozed and sent on the next available business day

Non-flow emails: Even if you reach a limit, you can still send a manual email to someone

In addition to setting email limits, Gong offers more strategies you can use for ensuring your emails are delivered successfully.