Create Salesforce tasks for Gong activities
Who can do this?
You can export any activity Gong captures, such as calls and emails, to Salesforce with or without installing the Gong for Salesforce app. Gong activities are exported as tasks in Salesforce, where you can then generate reports. Setting up exporting activities isn’t retroactive, only future calls and emails are exported as tasks.
To export activities to Salesforce:
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In the Salesforce Integration page scroll down to Export to Salesforce as tasks.
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In Export activities to Salesforce as tasks starting from: select the date you want to start exporting Gong activities to Salesforce from
You can choose whether to export conference call data, or data on calls recorded on a telephony system or both. The data exported includes details such as when the call took place, how long it lasted and what the call resolution was. The call transcript is not exported.
To export calls to Salesforce:
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Select the activities you want to export:
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Meeting invites: exports details of meetings that have not yet taken place. At least one external participant must be a contact or lead in the CRM in order to create a task for a meeting. If no contact, lead, or account is found, the task isn't created.
The task is created with a status of open. Once the meeting has taken place, the meeting details, such as a link to the recording, are added to the task and the status is automatically changed to complete.
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Conference calls: the call is added to the task containing the relevant meeting invite.
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Telephony system calls: select whether to export all calls made or recorded on telephony systems defined by your Gong admin, or to only export calls made using Gong Connect.
Note
If you select All calls and you have another app which exports calls to Salesforce, your Salesforce tasks will be duplicated.
Exporting telephony system calls, includes the following types of calls:
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Call attempts: details of calls that were made but not answered.
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Short calls: calls that are under 5 minutes.
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Non recorded calls: details of calls that were made, answered and not recorded.
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In the Advanced section, select whether to create one or several tasks for each activity exported. For more details, see Creating tasks below.
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Click Update
Emails are exported from the date you configure them to be exported and are not exported retroactively. Each email is exported as its own task, regardless of whether it is part of an email thread or not.
To export emails to Salesforce:
Note
This is supported for emails written in the Gong email composer, Google Workspace and Office365.
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In Gong captured emails, select the workspaces you want to export emails from.
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Choose whether to export All Emails to Salesforce, or only Emails Written in Gong, (emails written using the Gong email composer).
Caution
If you select All Emails and you have another app which exports emails to Salesforce, your Salesforce tasks will be duplicated.
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Select which team members you want to export emails for. By default no team members are selected and no emails are exported to Salesforce for the workspace. Click Edit to add or remove team members whose emails should be exported to Salesforce.
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In the Add/remove team members dialog, search for the employee name, team or job title you want to export emails to Salesforce for.
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Click the team members or teams to add them to the list, and click the X to remove them from the list.
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Click OK to close the dialog. The number of team members should be updated.
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In the Advanced section:
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Select whether to create one or several tasks for each email exported. For more details, see Creating single tasks for activities or Creating several tasks for emails.
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Select the task type for the activity. You must set up the relevant task types in Salesforce first. For more details, see Configuring the task type for an activity.
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Click UPDATE to save the changes.
If you have an Engage seat, you can export two types of Engage data to Salesforce.
Engage to-do activities
Engage to-dos are exported according to the activity or to-do type. To-dos which have not been completed are not exported.
This table describes how Engage to-do activities are exported to Salesforce:
|
To-do type |
Exported when |
Task subject |
Task status |
|---|---|---|---|
|
|
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 |
|
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 |
|
Task |
Task is manually marked as complete |
[Gong] Engage task - <activity title> with <contact name> from <account name> |
Completed |
|
LinkedIn connection request |
LinkedIn connection is manually marked as complete |
[Gong] LinkedIn connect - <activity title> with <contact name> from <account name> |
Completed |
|
LinkedIn message |
LinkedIn message is manually marked as complete |
[Gong] LinkedIn message with <contact name> from <account name> |
Completed |
For details of the different types of to-dos, see What are to-dos? and how to-dos are managed, see Manage your to-dos.
To export Engage to-dos:
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Scroll down to Engage to-do type and select whether to export:
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Engage tasks
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LinkedIn messages and connection requests
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Select whether you want to create one task in Salesforce, or several tasks for each Engage to-do.
Engage flow data
You may have set up flows in Engage to automate outreach tasks so that once a certain activity is completed, the assigned rep is prompted to complete the next activity automatically. For example, sending a follow-up email after a call.
The entities that can have flow data are:
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Contacts or leads that are added to flows
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Activities, such as emails, calls or LinkedIn messages, which is what flows are comprised of
The flow data can be exported to Salesforce so that you can see if a contact or lead has been added to a flow, and which step they are currently in, or if an activity was part of a flow and which step in the flow it was done for.
To enable exporting Engage flow data in the Engage flow data section, select Export flow fields.
How flow data is displayed
To display flow data in Salesforce, you must make sure the relevant flow custom fields have been added to the task and contact layout.
The following flow fields can be displayed in contacts or leads added to a flow:
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Engage flow ID: The ID of the flow the contact is in. Empty when not associated with a flow
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Engage step attempt ID: The ID of the action that represents the step in the flow the contact is associated with. For example, if a rep makes a phone call as part of a step in a flow, and they had to call 5 times before the person answered, this ID represents one of the times the rep tried to call.
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Engage flow name: The name of the flow the contact is in
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Engage flow status: The status of the flow the contact is in
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Engage step number: The step in the flow the contact is in
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Engage step type: The type of step
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Engage step completion date: The date the step is expected to be completed
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Added to Engage Flow By: The name of the Gong user who assigned the contact or lead to a flow
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Currently in Engage Flow: Indicates whether the contact or lead is currently in an Engage flow
These fields are automatically updated when the contact moves from one step in a flow to another.
The following flow fields can be displayed in tasks added to a flow:
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Engage flow ID: The ID of the flow the contact is in. Empty when not associated with a flow
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Engage step attempt ID: The ID of the action that represents the step in the flow the contact is associated with. For example, if a rep makes a phone call as part of a step in a flow, and they had to call 5 times before the person answered, this ID represents one of the times the rep tried to call.
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Engage flow name: The name of the flow the contact is in
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Engage flow status: The status of the flow the contact is in
For more details, see Setting up Salesforce custom fields.
Tasks are created once, immediately after the activity occurs or is processed in Gong. Tasks for emails may take a little longer as they are created in bulk and based on Salesforce resources available.
Tasks are associated with an existing Account, Contact, Lead, or Opportunity as identified by Gong.
Tasks created for activities which have already occurred are assigned a status of Completed. This includes emails, telephony calls, conference calls and Engage to-dos that were automatically marked as completed (and not manually) depending on what you choose to export to Salesforce.
Meeting invites are created with a status of In Progress as they have not yet occurred. If past meeting invites are exported to Salesforce, they are also assigned the In Progress status.
The task is then updated as follows:
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Recorded meetings: If the meeting is recorded, the recording of the meeting is added to the corresponding meeting invite task, and the task status is changed to Completed.
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Non recorded meetings: If the meeting isn’t recorded, the task keeps its In Progress status and is not closed automatically. No additional details of the meeting are exported to the task.
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Canceled meetings: If the meeting is canceled, the title of the task is updated with Meeting Canceled. The status remains as In Progress. For details on how tasks are named, see Values assigned to task fields.
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Deleted meetings: Deleted from the CRM.
Choose between creating a single task for each activity exported to Salesforce, or separate tasks for each activity participant, account and opportunity.
Activity details are displayed in a single task as follows:
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The task’s name and related to fields contain a single participant and account that we select in the following way:
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Name: We select the activity participant for the task based on the following:
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CRM contact: we look for the CRM contact that corresponds to each participant in the activity. If there are multiple CRM contacts, we select the contact with the most recent activity in the CRM.
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CRM lead: if there are no contacts, we look for CRM leads. If there is more than one lead, we choose the lead with the most recent activity in the CRM. As leads aren’t associated with accounts in the CRM, we will not be able to associate the task with an account or opportunity and the Related to field will be empty.
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Domain: if there are no CRM leads we look to see if there is an account with the same domain as any of the participants, and we associate the activity with that account. In this case, the Name field is empty.
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Related to: This is either an opportunity or an account based on the following criteria:
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Opportunity: if we identify one opportunity associated with the activity, the Related to field is populated with the opportunity.
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Account: If there are no opportunities, or there are multiple opportunities that can be associated with the activity, the Related to field is populated with the account of the participant in the Name field.
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Additional participants, accounts, and opportunity details are displayed in custom fields that should be defined in the task:
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Gong_Participants__c: to display the list of participants
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Gong_Associated_Accounts__c: to display the list of associated accounts
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Gong_Associated_Opportunities__c: to display the list of associated opportunities
See Setting up Salesforce custom fields for more details on fields added to the task.
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Note
If the custom fields relevant for creating one task for each activity are not defined in Salesforce, a single task is generated but the associated participant, account, and opportunity details will not be available.
If you select to create several tasks for each call, the tasks are created as follows:
Tasks are created for each of the relevant Salesforce records identified by Gong.
For example, if a meeting was held for Acme Robotics about a Renewal opportunity with Marcus Rashford and Jack Grealish from Acme Robotics, then tasks activities will be created for the Acme Robotics Account, Renewal Opportunity, and Marcus and Jack's Contacts records.
In the Acme Robotics record, you’ll see 2 tasks; one for Marcus, and one for Jack. In the Renewal Opportunity, you will also see 2 tasks, one for each contact.
Gong creates task records with the following info:
|
Field |
Call value |
|---|---|
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Subject |
The meeting title, in the format of ‘System:Meeting name’ For example, Zoom: Sync with Acme Robotics |
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Type |
Call |
|
Task Subtype |
Task |
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Call result |
The disposition of the call as set by the call owner |
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Description |
Displays the call spotlight information including the call brief and next steps |
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Status |
Completed |
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Related To |
Opportunity |
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Assigned To |
Meeting owner |
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Name |
Contact/lead name |
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Due Date |
Date of the call |
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Comments |
Includes a link to the recording in Gong, the date and duration information, and lists any action items that came up on the call |
Call comments example:
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View call recording and summary at https://app.gong.io/call?id=EXAMPLE_LINK Recorded : Tue., Jul. 6, 2021, 12:45 PM EDT, Duration: 30 minutes Action Items: 07:09 Thanks. So let me just get this setup right. Always takes a second or two. 07:19 I promise this is not death by powerpoint. I'll make this short and sweet. |
Multiple tasks can be created in Salesforce for a single email. Tasks for emails are created as follows:
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The email sender and receiver exist in Salesforce either as users or contacts
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For outbound emails: the Salesforce contact or user are in the To field and not in the CC field of the email
For inbound emails: the Salesforce contact or user are in either the To or the CC field of the email
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CC: Tim@acme
Separate tasks are created for each Salesforce user and contact and for each opportunity the email is associated with
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A separate task may be created for up to five email recipients. If an email has more than five recipients, the recipient names are added to the task comments but no task is generated for them.
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For inbound emails, tasks are created for Salesforce users that are either the opportunity owner if the status of the opportunity is open, or the account manager.
Example of tasks created from outbound emails
From: John@acme
To: Graham@prospectCompany, Julie@prospectCompany
Associated opportunities: Basic package, Advanced package
In this case, four tasks are created for John.
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Task 1: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Basic package, call-object-identifier - az173489
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Task 2: User: John@acme, Contact: Julie@prospectCompany, Opportunity: Basic package, call-object-identifier - az173489
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Task 3: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Advanced package, call-object-identifier - az173489
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Task 4: User: John@acme, Contact: Julie@prospectCompany, Opportunity: Advanced package, call-object-identifier - az173489
Example of tasks created from inbound emails
To: John@acme, Amy@acme
From: Graham@prospectCompany, Julie@prospectCompany
Associated opportunities: Basic package, Advanced package
In this case two tasks are created as Amy is not the account manager or the opportunity owner.
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Task 1: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Basic package, call-object-identifier - ad8959654
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Task 2: User: John@acme, Contact: Graham@prospectCompany, Opportunity: Advanced package, call-object-identifier - ad8959654
Tasks based on emails are created as follows:
|
Field |
Email value |
|---|---|
|
Subject |
The email subject, includes details whether the email was outbound or inbound. |
|
Type |
Empty |
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Task Subtype |
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Status |
Completed |
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Related To |
Opportunity |
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Assigned To |
The Salesforce user associated with the Gong user |
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Name |
Contact/lead name |
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Due Date |
Date of the email |
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Comments |
The email details including:
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Salesforce tasks include a task type which can be set for Gong activities exported as tasks to Salesforce. This enables you to create reports in Salesforce based on the different types of Gong activities. The default task types set by Salesforce are:
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Call
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Meeting
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Other
In order to be able to set a task type for emails, Engage to-dos and LinkedIn messages, we recommend creating the following task types in Salesforce:
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Email: mapped automatically if the task type is already defined in Salesforce. You can change this if needed.
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To-Do
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LinkedIn message
Once you have configured the task types, set the relevant task type for each activity in the Advanced section. Existing tasks are not updated with the relevant task type. To update your existing tasks with the new task type, see Updating existing tasks with a task type.
The following table shows the default values for the task type and task subtype if you do not set a task type for the activity:
|
Activity |
Task type |
Task subtype |
|---|---|---|
|
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Other |
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To-do |
Other |
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LinkedIn message |
Other |
In order to display all relevant data in the task, we need to define additional fields in the task object and add them to the task layout in Salesforce. This can be done automatically by Gong if you install the Gong for Salesforce app, or you can set the fields up manually in Salesforce.
In the Custom fields section of the page, select whether you want automatic or manual setup for the custom fields. You can also install Gong for Salesforce if you have not done so.
A list of features and the custom fields for those features are listed with a status of whether they are defined in Salesforce or not. See Setting up Salesforce custom fields for details of how to define the fields in Salesforce.