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The article helps admins set up the Gong integration, and describes benefits of integrating Gong with Staircase AI, and how to review calls after setup.

The article helps admins set up the Gong integration, and describes benefits of integrating Gong with Staircase AI, and how to review calls after setup. 

Overview

Managing customer accounts easier with the Staircase AI – Gong integration. This integration automatically fetches transcripts from recorded client - vendor calls in Gong and analyzes them for critical customer journey milestones such as:

  • Negative sentiment 
  • Commercial discussions
  • Business reviews
  • Team performance

Staircase AI provides AI-generated call summaries and recommendations for next steps. Each call is analyzed for discussion topics and sentiment signals, enabling teams to quickly act on customer insights. Staircase AI also ingests phone calls recorded in Gong. By default, only calls linked to a calendar event sync. To include calls with no calendar event, you can select a broader scope in the Call sync scope setting. For more information, refer to the Configure Call Sync Scope section.

Key Benefits

  • Comprehensive customer insights: Gain complete visibility into customer communications by combining Gong call transcripts with Staircase AI data.
  • Increased productivity: Centralize all customer communication insights in Staircase AI, saving time and enabling more efficient workflows.
  • Sentiment analysis and alerts: Automatically detect and analyze sentiment during sales and customer success calls. Receive alerts for frustration signals or growth opportunities identified by Staircase AI.

Prerequisites

Before setting up the integration, make sure:

  • You are both a Staircase AI Admin and a Gong Admin
  • Gong recordings belong to your organization’s Gong instance (the meeting owner must be internal).
  • Staircase AI has access to your team’s meeting series invite and recording link.

Set Up Gong Integration

To set up the Gong integration:

  1. Log in to Staircase.ai
  2. Navigate to Settings > Integrations and select the Gong card. The right panel displays details about the Gong integration.
  3. Click Connect.

    Gong card with connect option.
     
  4. Login with your Gong credentials.

    Gong login page.
     
  5. Click Allow.

    Gong Permission screen with allow option.

Once authorization is complete, Staircase AI automatically begins pulling in transcripts from recorded client–vendor calls.

Gong card with disconnect option.

Note: Upon initial connection, Staircase AI imports and analyzes up to three months of historical Gong call data.

Validate Integration

To confirm Gong calls are synced with Staircase AI:

  1. Navigate to Reports > Meetings. 

    Meetings card in Reports.
     
  2. Locate the column titled Has Transcript. A green check mark in this column indicates: 
    • The Gong transcript is available. 
    • AI analysis has been completed for that call.

      The meetings page with Has Transcript column
       
  3. Click the meeting summary to view the AI-generated analysis, including summarized insights and next steps. The analysis includes:
    • Topic Insights: Staircase AI identifies topics discussed during calls.

      Staircase AI identifies topics discussed during calls.
       
    • Action items and issues identified. 

      Action items and issues identified.

Staircase AI identifies topics discussed on the call and customer sentiment per topic. This sentiment does not apply to the overall customer sentiment score, unless the call contains instances of extremely negative sentiment. Unlike other communication channels (such as emails or support tickets), call-based sentiment cannot be manually adjusted. Data on topics and related sentiment from call analysis can be accessed in the Topics report and average customer sentiment per topic is inclusive of call transcripts.

Phone Call Ingestion

Staircase AI reviews each phone call with AI to separate meaningful conversations from voicemails and empty calls:

  • Screened calls: Staircase AI logs voicemails, secretary intercepts, and calls with no content, but does not count them as engagement.
  • Date fields: For screened calls, Staircase AI updates the Last reach-out date and leaves the Last engagement date unchanged.
  • Account Dark insight: Screened calls do not reset the Account Dark period.

Configure Call Sync Scope

The call sync scope controls which Gong calls Staircase AI syncs. You can change the scope at any time.

To configure the call sync scope:

  1. Log in to Staircase AI.
  2. Navigate to Settings > Configurations > General.
  3. Under Call sync scope, select one of the options in the following table.

Option

Description

Only calls associated with calendar events (default)

Staircase AI syncs calls linked to a synced calendar event. Calls with no calendar event do not sync.

Any account-associated calls

Staircase AI syncs every call that it matches to an account, with or without a calendar event.

Account-associated calls with a sync group member participation

Staircase AI syncs calls that it matches to an account when a sync group member took part.

Account-associated calls hosted by a sync group member

Staircase AI syncs calls that it matches to an account when a sync group member hosted the call.

 

General settings page highlighting Call sync scope options for synchronizing calls with Staircase AI.
 

  • Calls linked to a calendar event always sync, regardless of the option you select.
  • A call with no calendar event syncs only when Staircase AI can match the call to an account.
  • The setting applies only to calls that sync after you change it. Staircase AI does not import earlier calls.

Troubleshooting and Support

If you encounter issues during setup or integration:

  1. Verify that the meeting recordings are owned by your organization’s Gong instance.
  2. Confirm that the Staircase AI app is authorized in Gong.

If any issue persists, contact Gainsight Support for assistance.