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Gong.io

Gong.io automatically records and analyses data from your sales calls and meetings.

Overview

Gong.io is a Conversation Intelligence platform for sales. It helps sales teams generate moore revenue by having better sales conversations. Gong.io automatically records, transcribes, and analyzes every sales conversation so you can replicate successful sales conversations, coach your reps, and ramp new hires faster.

Authentication

To use the Gong.io connector, you will need your Gong.io Access Key and Access Key Secret.

First drag the Gong.io connector into the workflow you and add your authentication by pressing the 'New Authentication' button inside the right panel.

add-auth

In the authentication window you will then need to add your Gong.io Access Key and Access Key Secret, obtained from the Gong.io admin UI:

gongio-add-auth

Example 1 - List call data

This example shows you how to list the calls that took place during a date range.

To use this operation:

  • select the List call data operation in the input panel
  • populate the input fields as required
  • press 'Run workflow' button

This operation will return data for a list of calls that took place during a specified date range.

gongio-list-call-data

After clicking 'Run Workflow' you can use the 'Debug' tab to inspect the results.

gongio-debug

Example 2 - Create new call

This operation can be used to add new call metadata to Gong.io:

  • select the Create new call operation
  • fill in all the necessary input fields and press 'Run workflow' button

This will automatically create a new unique UUID and the request with the same client will be executed only once.

With this operation please note that call participants have to be minimum two and at least one party must be a non company party. e.g. A party doesn't have a 'user ID' but has a 'name'.

gongio-create-new-call

Example 3 - List interaction stats

Retrieve interaction stats for applicable users by date.

  • select List interaction stats operation in the input panel
  • fill in the necessary input fields and press 'Run workflow' button to get the data

This endpoint returns interaction stats for users based on calls that have Whisper turned on.

gongio-list-interaction-stats

Example - capturing competitor mentions and updating Salesforce opportunities

This example works with a scenario whereby you are using Gong.io's automated conversation transcription API which can parse the transcript of your sales calls to a Tray.io workflow, and you are wanting to automate the process of recording any of your competitors mentioned in the Gong.io call in the relevant 'Main Competitors' box in the Salesforce Opportunity details page.

The full workflow looks like this:

full-workflow

Assumptions

The following asumptions are made in this workflow:

  • You have synchronized the recording of opportunities in Salesforce and Gong.io such that Gong.io contains the ID of your Salesforce opportunities
  • You are making use of the Gong.io transcription API, including use of 'trackers' to capture and record mention of your competitors
  • You have set up a webhook trigger to recieve the notification of Gong.io call events

Workflow summary

The main points in this workflow are:

  1. The workflow is kicked off by a webhook which recieves notification of a call taking place by Gong.io
  2. The call transcript is retrieved from Gong.io
  3. The competitors mentioned are pulled from the call transcript
  4. The competitors are looped through and formatted into a single line list
  5. The Salesforce opportunity ID is pulled from the Gong.io webhook trigger
  6. The Salesforce entry for that opportunity is then updated with the competitors in the relevant 'Main Competitors' field

1 - The Webhook Trigger

webhook-trigger

The workflow is kicked off by a Gong.io webhook trigger. The following is example output from such a trigger:

gongio-trigger-sample-output

The data from the trigger can be accessed by subsequent steps in your workflow using $.steps.trigger.body. jsonpaths

2 - Check the context of the Sales call

Before beginning you may need to run a check on the 'context' of the call. In this case we are using a boolean connector to check that it is not empty:

check-context

An example webhook output shows that the context may have been set as a Salesforce account:

webhook-context

3 - Get the call transcript from Gong.io

getcall

Then, on the 'true' branch, - to get the details of the call we use the List call by date or call IDs operation, with the Call ID filter set to pick up the ID from the webhook with the $.steps.trigger.body.metaData.id jsonpath

We can also set an 'Extended' Context for the call details, so as to pick up granular details of the call:

extended-context

Of key importance in this example is that we added Trackers, as this is what will include the mention of competitors.

4 - Filter competitor mentions from the call

filter-competitors

We then add a List Helpers connector and use the Filter operation which can be used to extract objects from nested json data, by specifying the name of the object as Filter Criteria

The Competitors object is within the content.trackers array:

trackers-debug-output

So we use the $.steps.gongio-1.calls[0].content.trackers jsonpath (we use [0] here because the call is a single result in a zero-indexed array of calls).

And the Filter Criteria is set as 'Competitors' (note that it must be capitalized to exactly match the format in the call output)

5 - Loop through competitors mentioned

loop-competitors

Now we want to start building a list of the competitors mentioned. To start the process, we need to grab them one-by-one by using a Loop Connector with the jsonpath set to $.steps.list-helpers-1.result[0].phrases

This gets at the result from the List Helpers step:

list-helpers-output

6 - Add each competitor to a list

add-competitor-storage

The next stage is slightly tricky - as you can see from the List Helpers output, each competitor is returned as an object in the list/array of 'phrases' and it has 2 pieces of data - 'count' and 'phrase'.

We want to extract only the 'phrase' from each object and add it to a list. To do this we will use the Append to List operation of the Data Storage connector.

From the above screenshot you will see that, in the Key box we have called the list 'competitors' and used the $.steps.loop-1.value.phrase. Crucially, we have also ticked the box which says 'If the list to append to does not yet exist, it will be created with the given value'.

7 - Filter opportunity to get Salesforce ID

filter-opportunity

Similar to step 4, we can use the List Helpers connector to extract the 'Opportunity' object from the trigger, which will make the Salesforce opportunity ID easily accessible:

opportunity-object

8 - Get the competitors list

get-competitor-list

We can now retrieve the competitors list using the Data Storage Get Value operation for the competitors list compiled in steps 5 and 6:

get-competitor-list-output

9 - Concatenate the competitors list

concat-competitors

Now we use the Text Helpers Concatenate operation to format the list into a single line of text. Note that we use , in the Separator box to make sure each competitor is separated correctly with a comma and a space.

10 - Add mentioned competitors to Opportunity in Salesforce

add-to-salesforce

The final step is to add a Salesforce connector using the Update Record operation. The Record Type is set as 'Opportunity' and the Record ID picks up the Opportunity Id from the Filter opportunity List Helpers step using $.steps.list-helpers-2.result[0].objectId

And, to update the 'Main Competitors' field, the $.steps.text-helpers-2.result jsonpath is used.

On successful completion of a workflow run, the Salesforce opportunity will be updated with the competitors:

sf-updated-opp

Operations Complete

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