Set Up Gong Integration with Einstein Conversation Insights in Salesforce

To make Gong call transcripts available in Salesforce for use with Einstein Conversation Insights, you must install the latest Gong managed package and configure Gong to export transcripts. The following steps walk through each required action.

Admin access in Gong is required to complete these steps.

1. Navigate to the Gong for Salesforce listing in AppExchange.

2. Follow the steps described to install the managed package.

3. In Gong, go to Admin center > CRM Settings.

4. In the Salesforce settings page, click the Gong for Salesforce tab.

5. Select Include Transcript and save.

To include transcripts from an earlier date, submit a request to Gong. Include the following information: 

• Case Reason - I have a question about configuring or using Gong

• Choose your issue below - Product Usage/ Best Practices (how to use a feature, recommended approach)

• Area in the Product - CRM

• What specific area would you like help with - CRM Sync issue

• Choose your Issue CRM Sync Issue - SFDC (Salesforce) Sync issue

• What type of activity is not being synced to your CRM? - All of the above

• Can you please provide link(s) to an example activity in Gong? - Gong for Salesforce Transcript Backfill Request

• Give us more details - Please execute a backfill of the call transcript for conversations as of mm/dd/yyyy