How Engage data is exported to your CRM

Note

Working with Gong Engage requires an Engage seat.

Who's this for? Reps, Managers, Admins

In this article, learn about how Engage models activity data in your CRM.

To successfully export Engage data to your CRM, you need to:

Complete the Engage setup steps, including selecting which data you want to export to your CRM
Set up custom flow fields. The flow fields will not be applied retroactively to any flow-related activity that took place before the flow fields were set up in your CRM

Engage activities, which can be executed as one-offs or as steps in a flow, are exported to your CRM. These activities can include emails, calls, LinkedIn connection requests and messages, and tasks. Activities that are not executed as a part of a step in a flow are exported with standard fields, while activities that are executed as part of a step in a flow are exported with both standard fields and flow fields.

This table describes how Engage to-do activities are exported to Salesforce:

To-do type	Exported when	Task subject	Task status	Task type
Email	Email is sent via the Gong email composer automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce	[Gong <email direction>] <email subject>	Completed	Email or Other depending on your settings
Calls - including short calls, attempted calls and calls not recorded	Call is made via the Gong Connect app, automatically marking the to-do as complete. To-dos manually marked as complete are not exported to Salesforce	[Gong <call direction>]: <call title> - <call result>	Completed	Call
Task	Task is manually marked as complete	[Gong] Engage task - <activity title> with <contact name> from <account name>	Completed	To-do or Other depending on your settings
LinkedIn connection request	LinkedIn connection is manually marked as complete	[Gong] LinkedIn connect - <activity title> with <contact name> from <account name>	Completed	LinkedIn Message or Other depending on your settings
LinkedIn message	LinkedIn message is manually marked as complete	[Gong] LinkedIn message with <contact name> from <account name>	Completed	LinkedIn Message or Other depending on your settings

Engage data you can use to create reports in your CRM

The following table includes the information you need when building reports in your CRM using Engage activity data.

Activity in Gong	Telephony call	Web conference	Meeting	Email
Subject	The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics	The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics		The email subject, includes details whether the email was outbound or inbound
Type (Salesforce only)	Call	Call	Meeting	Empty
Task Subtype	Task	Task	N/A	Email
Call Outcome	The disposition (outcome) of the call as set by the call owner. Part of the metadata of a dialer call	N/A		N/A
Status	Completed	Completed	N/A	Completed
Related To	Opportunity	Opportunity	Opportunity	Opportunity
Assigned To	Meeting owner	Meeting owner	Meeting owner	The Salesforce user associated with the Gong user
Name	Contact/Lead Name	Contact/Lead Name	Contact/Lead Name	Contact/Lead Name
Due Date	Date of the call	Date of the call	Date of the call	Date of the email
Notes	Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call	Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call	Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call	Includes the following email details: The email 'from' and 'to' details, the time the email was sent, the body of the email, a link to the email activity in Gong

Engage activities exported to your CRM

We don’t export to-dos, we export the activity and add the to-do information.

Dialer calls

For calls, see which information Gong exports here:

Sync calls to Salesforce

Sync calls to HubSpot

If the call is part of a step in a flow, flow fields will be exported in addition to the standard fields.

Dialer calls include recorded calls, non-recorded calls, and call attempts. The call record that gets exported to your CRM includes Call Spotlight. Call Spotlight is shown for any contact/lead-facing call made via any dialer in English.

If 5 call attempts are made to 1 person, 5 records will be created in your CRM. In the same way, if 5 call attempts are made as a part of a step in a flow, 5 records are created that include the flow activity fields listed above.

Emails

For emails, see which information Gong exports here:

Sync emails to Salesforce

Sync emails to HubSpot

If the email is part of a step in a flow, flow fields will be exported in addition to the standard fields.

You can choose whether to export 1 email as 1 task, or 1 email as multiple tasks.

LinkedIn connection requests & messages

For LinkedIn connection requests and messages, Gong exports the following information to Salesforce:

Fields Gong exports to Salesforce for LinkedIn connection requests and messages

Field	Value
Subject	The message subject For example: ‘[Gong] LinkedIn message with Johnny Appleseed’
Status	Completed
Due date	Date the to-do was marked as complete
Assigned to	Person who completed the to-do
Account/opportunity	Account
Contact/lead	Contact or lead

For LinkedIn connection requests and messages, Gong exports the following information to HubSpot:

Fields Gong exports to HubSpot for LinkedIn connection requests and messages

Field	Value
Subject (or message if there is no subject)	The message subject For example: ‘[Gong] LinkedIn message with Johnny Appleseed’
Date	Date the to-do was marked as complete
Assigned to	Person who completed the to-do
Associated account & opportunity	Account
Associated contact	Contact

If the LinkedIn connection request or message is part of a step in a flow, flow fields will be exported in addition to the standard fields.

Custom flow tasks in Salesforce

For custom flow tasks, Gong exports the following information to Salesforce:

Field	Value
Subject	Activity subject For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’
Status	Completed
Due date	Date the to-do was marked as complete
Assigned to	Person who completed the to-do
Account/opportunity	Account
Contact/lead	Contact or lead

Custom flow tasks in HubSpot

For custom flow tasks, Gong exports the following information to HubSpot:

Field	Value
Subject (or message if there is no subject)	Activity subject For example: ‘[Gong] Custom task - Send a Sendoso margarita cocktail kit to Johnny from Acme’
Status	Completed
Date	Date the to-do was marked as complete
Assigned to	Person who completed the to-do
Associated account & opportunity	Account
Associated contact	Contact

If the custom flow task is part of a step in a flow, flow fields will be exported in addition to the standard fields.

Call dispositions

Salesforce: call disposition is added as “call result”, a standard field

HubSpot: call disposition is added as “outcome”, a standard field

Displaying flow fields in your CRM

If any activity is part of a step in a flow, Gong exports the following fields in addition to each activity’s standard fields. These fields need to be set up by an admin in your CRM, not in Gong.

One-off activities that are executed as a step in a flow, such as a call, email, or to-do, will be exported without the flow activity fields.

It’s important to set up these fields exactly as they’re written. If even 1 of the fields is not set up correctly, the activity will still be pushed to your CRM, but without any of the flow fields.

Fields Gong exports to Salesforce for activities that are executed as a step in a flow:

Object	API name	Name in CRM
Contact/lead	Gong__Current_Flow_ID__c	Current Flow ID
Contact/lead	Gong__Current_Flow_Name__c	Current Flow Name
Contact/lead	Gong__Current_Flow_Status__c	Current Flow Status
Contact/lead	Gong__Current_Flow_Step_Number__c	Current Flow Step Number
Contact/lead	Gong__Current_Flow_Step_Type__c	Current Flow Step Type
Contact/lead	Gong__Current_Flow_Task_Due_Date__c	Current Flow Task Due Date
Contact/lead	Gong__Current_Flow_User_Name__c	Current Flow User Name
Contact/lead	Gong__Flow_Execution_ID__c	Flow Execution ID
Contact/lead	Gong__Actively_Being_in_a_Flow__c	Actively Being in a Flow
Calls/meetings/notes	Gong__Current_Flow_ID__c	Current Flow ID
Calls/meetings/notes	Gong__Flow_Execution_ID__c	Flow Execution ID
Calls/meetings/notes	Gong__Current_Flow_Name__c	Current Flow Name
Task/event	Gong__Current_Flow_Step_Number__C	Current Flow Step Number

Fields Gong exports to HubSpot for activities that are executed as a step in a flow:

Object	API name	Name in CRM
Contact	gong_current_flow_id__c	Current Flow ID
Contact	gong_current_flow_name__c	Current Flow Name
Contact	gong_current_flow_status__c	Current Flow Status
Contact	gong_current_flow_step_number__c	Current Flow Step Number
Contact	gong_current_flow_step_type__c	Current Flow Step Type
Contact	gong_current_flow_task_due_date__c	Current Flow Task Due Date
Contact	gong_current_flow_user_name__c	Current Flow User Name
Contact	gong_flow_execution_id__c	Flow Execution ID
Contact	gong_actively_being_in_a_flow__c	Actively Being in a Flow
Task	gong_current_flow_id__c	Current Flow ID
Task	gong_flow_execution_id__c	Flow Execution ID
Task	gong_current_flow_name__c	Current Flow Name
Task	gong_current_flow_step_number__c	Current Flow Step Number

Possible values for the 'Current flow status' field

Value	Description
Active	The contact/lead is active in the flow
Paused	The contact/lead is in a flow that was paused, either manually or automatically
Opted out	The contact/lead was removed from a flow because they were marked as 'Opted Out'
Removed	The contact/lead was removed from a flow (not because they were marked as 'Opted Out')
Completed	The contact/lead completed the last step of the flow
Removed Response	The contact/lead was removed from the flow because an email reply was received

Associating Engage activity with contacts and leads in your CRM

Let’s say a rep reaches out to someone via LinkedIn, but that person writes back to the rep from their email address or calls from a mobile number. If that email address or phone number isn’t already in your CRM, the activity won’t be associated with that person’s contact record. If the email address or phone number is in the CRM under that contact, we’ll connect the activity to the contact.

If the rep updates the contact information with that email address or phone number, either from Gong or the CRM, the activity will retroactively be associated with that contact and flow. The activity will also be counted as a reply for that flow.

API consumption for exporting emails to Salesforce

It can take around 2 hours for emails to appear in your CRM. A single API call is consumed each time emails are exported to Salesforce.

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