Email Logging in Gong
Overview
Email communication with customers is an essential part of the Solutions Architect role. Gong automatically captures these communications to ensure better visibility, collaboration, and data-driven insights across the organization.
Setting Up Gong Email Connection
- Log into Gong using Okta SSO authentication
- Click on your initials or profile picture in the top right corner of the screen
- Select “My Settings” from the dropdown menu
- Locate the “Emails” section
- Check for green checkmarks next to these two permissions:
- “All emails you send to or receive from your CRM contacts are imported”
- “Email write-permission is turned on for composing emails in Gong”
- For any missing checkmarks:
- Click the “Connect” button next to the permission
- Sign in with your GitLab Google Account when prompted
- Repeat for each missing permission
Once properly connected, you should see “Currently connected: YourHandle@gitlab.com” displayed in the Emails section.
How Email Logging Works
Once configured, Gong automatically:
- Captures emails between you and contacts in your CRM
- Associates emails with the relevant accounts and opportunities
- Makes emails searchable and analyzable within Gong
- Maintains email history for account continuity
No manual logging or selection of emails is required - Gong handles this automatically based on your CRM contacts.
Privacy and Compliance
Gong is configured to:
- Only capture business-related emails with CRM contacts
- Respect GitLab’s data protection policies
- Maintain customer confidentiality
- Adhere to relevant privacy regulations
Troubleshooting
Common Issues
-
Emails Not Appearing in Gong
- Verify your email connection is active in My Settings
- Confirm the contact is properly recorded in your CRM
- Check that your permissions are still valid
-
Wrong Email Association
- Review contact details in CRM
- Update contact information if needed
Getting Help
- Contact Gong support through the help portal
- Reach out in #temp-gong-launch Slack channel
- Submit a ticket to the IT team for persistent issues
Related Resources
80121e3e
)