Gong Integration

The ability to analyze calls with tools like Gong is important for helping teams improve their processes, discovering trends, as well as finding relevant recordings and snippets of recordings easily. 

This is available to Enterprise customers who:

  • are utilizing the Mixmax Dialer 
  • have call recording enabled  
  • have the Mixmax <> Salesforce integration configured

In order to enable this integration, workspace Admins can navigate to the Integrations tab and look for the Gong Integration Tile:

After clicking Connect Gong admins will be prompted to provide the following information: 

  • Your accessKey and accessSecret: can be found in the Gong API Page (you must be an administrator in Gong), click “Create” to receive an Access Key and an Access Key Secret. 
  • You must also enable telephony system call under data capture settings in Gong for each user that you want the integration enabled for

With the Mixmax Gong Integration configured, you can send recorded audio files longer than 30 seconds to Gong via the Mixmax dialer. Once the call is complete, you can review these recordings directly in Gong. As long as the call recipient is a Contact or Lead in your Salesforce instance, they will be correctly identified in Gong. 

From Gong, you can configure your Gong <> Salesforce integration so that you will also be able to see a list of Gong conversations in your SFDC instance.

FAQ

Are there any requirements to enable the integration? 

  • All users who want the integration must use the same email for Gong and Mixmax. This is how we will map the Mixmax user to the speaker in Gong. Once enabled, calls with Gong users present will automatically be synced to Gong. 

Why is my recording not appearing in Gong? 

There could be a few factors that are impacting this behavior. 

  • Confirm that call recording is toggled ON and the call is recording. 
  • Gong will only analyze recordings that are at least 30 seconds long. The recording begins 30 seconds after the call is answered. Some recordings may be too short to meet these requirements. 
  • After the call is complete, be sure to click Log and Complete. If you do not click this button, you will not see a completed task in Salesforce or a recording in Gong. 
  • If your team has another dialer configured, this could result in conflicts with our configuration. Please make sure no other dialer is conflicting with the Mixmax dialer. 
  • Check your Mixmax <> Salesforce integration make sure it is enabled and correctly configured. 
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