Access Gong Activities

Overview

Meeting recordings and related data synced from Gong can be accessed from the Timeline Activities page. Gong meetings can be identified with the help of a Gong icon which accompanies all Activities created from Gong.

To log meeting-data, the following Company Resolution Logic and Activities Merge Logic is used.

Company Resolution Logic

To sync Gong meetings to the respective Companies the following resolution logic is used.

Note: The company resolution logic is applied only on the meetings that satisfy the filters applied by admins. Gong meetings that do not meet the conditions set by the filters are not synced.

• Gainsight uses the Account ID sent from Gong to map the Gong meeting to the respective Company. 
• If the Gong and Gainsight instances are connected to the same Salesforce instance, the Account ID is used to map and log the Activity to the appropriate Company. 
• If the Gong instance is not connected to the same or any Salesforce instance, the external attendees details from the meeting are used for resolution as follows.
  • If Account Name, Account Id and Contact Id details are available for all Companies, the company with the higher number of external attendees is added as the Primary Context and rest of the Companies are added as Associated Records. This is considered based on the associated records configuration by admin.
  • If Account Name, Account Id and Contact Id details are available for all Companies and the number of External Attendees is the same, any one of them can be added as the Primary Context.
  • If Account Name, Account Id and Contact Id details are available for only one of the Companies, it becomes the Primary Context.
  • If Contact Id is not available for all the companies, the company with the Account Name and Account Id details becomes the Primary Context.

 IMPORTANT: External Attendees’ information must be present in the Company person record for the above resolution logic to apply.

• Gong meetings that do not fit any of the above criteria will be rejected.

Activities Merge Logic

Activities from Gong are synced to Timeline every 2 hours. In some cases the CSM may have logged the activity before the sync to Timeline can occur. In such cases, the existing activity logged by the CSM and the incoming meeting data (meeting recording, Trackers etc.), synced from Gong will be merged.  

The activities are mapped and merged based on the following criteria: 

• The Company and Author of the logged Activity should be the same as the Company and Host of the meeting in the Gong recording.
• The Date of the logged Activity should be the same as the date when Gong started recording the call. Additionally, the time range of the logged Activity should be within 15 minutes before or after Gong started recording the call.
• All activities that fit the above criteria are mapped and merged with the incoming meeting data from Gong. For example, if the author has logged two activities that fit the above criteria, both the activities will be merged with the Gong recording and trackers.
• If user is creating an activity using the calendar widget and there is a new activity being created from external source such as gong.io, Timeline merges them into a single activity (which includes automated notes as well as manual notes) and is displayed as a single Gong activity.

Note: 

• The activities in the draft stage are not considered during the merge process.
• The activities with SALESFORCE_INTEGRATION and RULES sources are excluded from the merge criteria. 

Access Gong Activities in Timeline

You can access Gong Activities from Timeline as follows:

1. Navigate to Administration>Timeline. A list of logged Activities is displayed.
2. Select the required Gong recording.
3. In an expanded view, the activity details such as Subject, Author, Comments, Trackers, Notes,  Attendees, Associated Company or Relationship are displayed:

Notes:

•  Only email-ids are displayed to represent the external attendees whose record does not exist in Gainsight Person record.
• An email notification is sent to the users mentioned in the Notes. The email contains all the Activity details except the Gong meeting recording and Trackers.