Gong and call recordings

The Gong integration brings customer calls into CustomerSaid automatically. Each call becomes a transcript item, so what customers say on sales and success calls sits next to your tickets and emails.

Who can do this: an Owner or Admin connects Gong.

Connect Gong

1. Open Settings › Integrations and choose Gong.
2. Connect either by signing in with Gong, where that option is available, or by pasting an access key, its secret and your company's API base URL. A Gong technical administrator creates the key on Gong's API settings page.
3. Use the company-specific base URL shown there, such as https://yourcompany.api.gong.io. The generic address is refused.

The key is checked before anything is stored, and it is stored encrypted.

What is captured

One item per customer call, with the transcript, title, a link to Gong, start time and duration. A call counts as a customer call when at least one participant is outside your company. Internal and private calls are never fetched or stored. Gong's company domain settings define who is external.

Audio, video, Gong trackers, comments and CRM fields are not captured. Nothing is written back to Gong.

When calls arrive

New calls sync about every 15 minutes. Gong lists a call only after it has processed the recording, which can take up to an hour. Calls whose transcripts aren't ready are retried for 24 hours.

Import past calls

You can run a one-time import of the last 30 or 90 days. The estimated number of customer calls and AI cost are shown first. Calls that are already synced are not duplicated.

Attribution

The call is attributed to the outside participant with an email who spoke the most. CustomerSaid creates or matches the company from the email domain and the contact from the email.

Disconnect

Disconnecting stops syncing and imports and removes the stored credentials. Existing items stay.

Good to know

• One Gong company can be live in only one workspace at a time.
• Transcripts are analyzed with AI, so heavy backfills use credits.

Troubleshooting

No calls appear. Check that you have external participants and that your company domains are listed in Gong.

The connection fails. Use the company base URL, not the generic one, and make sure the key has transcript access.