Gong

​

Overview

A Gong source imports your recorded sales and customer calls from Gong. Each call arrives with Gong’s transcript, Gong’s call brief when there is one, and call details such as the date, duration, and direction. You choose which Gong teams to import calls from, and each team you select appears in the source as a dataset. A workspace admin creates the Gong source once for the whole workspace, and channels then add its teams. Learn more about Sources →

---

​

Before you start

​

In Dovetail

• A workspace admin creates the source. Other users can request it.
• The credentials you connect with are shared by the whole workspace. See Shared credentials for how to choose an account.

​

In Gong

• The Technical admin role. Only a Gong account with the Technical admin role can approve Dovetail’s access. The workspace admin who creates the source signs in to Gong with that account. To check a role, go to Company Settings → Team Members in Gong.
• A Gong plan with API access. Dovetail reads calls through the Gong API.
• Access to the calls you want to import. Dovetail imports calls with the access of the Gong account used to connect. Calls that account can’t see in Gong aren’t imported.

---

​

Create the Gong source

​

Authentication and permissions

Gong connects with OAuth. Dovetail requests read-only scopes for call transcripts, call details, call media URLs, and user information, which Dovetail uses to build teams from your manager hierarchy: api:calls:read:transcript, api:calls:read:extensive, api:calls:read:basic, api:calls:read:media-url, and api:users:read. Dovetail only reads from Gong and never writes back. The source runs on the Gong account of the user who connects it. To change the account or credentials, see Reconnect a source.

---

​

Datasets

Dovetail builds Gong teams from your manager hierarchy in Gong. Each team is named after a manager and includes that manager and everyone who reports to them, directly or further down. Teams can overlap. A call is imported when its primary owner in Gong belongs to one of the teams you select. Dovetail imports all of a source’s teams together, so a call is imported once even when its owner belongs to more than one selected team. A channel can include all of the source’s teams or only some of them. Removing a team from the source stops importing its calls. Calls already imported from that team aren’t deleted. See Delete a dataset. To add more teams later, open the source and select Add team. See Add datasets. Adding a team doesn’t backfill its earlier calls. The team’s calls are imported from the next sync onward, whichever Import period you choose when you add it.

---

​

What gets imported

Each Gong call becomes one data point. The call title is the data point’s name, and the data point links back to the call in Gong.

​

Always imported

Transcript. Dovetail imports Gong’s transcript of the call, turn by turn. Each turn carries the speaker’s name, email address, and whether they’re internal (your company) or external (the customer or prospect). The text Dovetail analyzes and summarizes leaves out turns by internal speakers and very short turns. The whole transcript is still imported. These fields are attached to each data point:

​

Imported when present

​

Not imported

• The audio or video recording. Channels use Gong’s transcript, not the recording.
• Gong’s own analytics, such as trackers, scorecards, scores, sentiment, and interaction stats.
• CRM data linked to the call in Gong.
• Gong tags and categories.

To rename the fields above or change their types, see Source fields. Need a field that isn’t on this list? Let us know.

​

Customer emails

This data includes customer email addresses, so Dovetail can link data points to contacts. See Create contacts from source data.

​

Sync behavior

The first import starts when the source is created. After that, the source syncs about every hour. See Manage a source.

• Import period. The import period applies to the date each call started. Calls that started before the period aren’t imported.
• Ongoing sync. Each sync imports new calls from the selected teams since the previous sync.

---

​

Troubleshooting

Gong shows an “Insufficient permissions” error that mentions a technical administrator. Only a Gong account with the Technical admin role can approve Dovetail’s access. Check the role under Company Settings → Team Members in Gong, then connect again with an account that has it. The source connects, but no calls are imported. Check that the selected teams have calls within the import period, that the calls are owned by people in the selected teams, and that the Gong account used to connect can see them. Private calls, or calls restricted by sharing settings in Gong, aren’t imported. To bring in calls from before the import period, see Get older data. The source can’t access some Gong calls. The Gong account the source runs on can no longer see some calls, for example because they’re private or their permissions changed. Restore that account’s access in Gong, then sync the source again. See Sync a source now. Gong isn’t available when I set up a channel. See Troubleshoot sources.

---

​

Revoke access in Gong

Pausing or deleting the source in Dovetail doesn’t remove Dovetail’s access in Gong. To revoke it, remove Dovetail’s authorization in your Gong account settings. After that, the source can’t import new calls until a user reconnects it. To pause or delete the source in Dovetail, see Manage a source. To take its data out of one channel, see Channel setup.

---

​

Related guides