Summary
Data you can sync
Sync Gong call summaries and selected call data into Planhat as Conversations
Sync direction
One direction: from Gong to Planhat
Sync frequency
Near instant, through webhooks
Data mapping
Gong call recording records are synced to the Conversation model in Planhat
For field mapping, see the tables below
Who is this article for?
Planhat users who are interested in syncing Gong data to Planhat
Article contents
Introduction
If you use Gong for conversation intelligence, you'll likely want to sync customer calls into Planhat. With Planhat, you can compile, organise and analyse all your customer data, from various sources, giving you a full 360-degree view of your customers. With Gong data in Planhat, you will save your CS team time by automatically summarising calls, and ensuring that call recordings are accessible alongside other customer data.
The Gong integration is a "light" integration, which does not have its own settings or configuration page. Setup requires a small amount of work by a Planhat Technical Account Manager (TAM). The data it syncs in is defined below and cannot be modified.
Once configured, Gong will send data into Planhat on the Conversation model, populating the subject, the description, the Conversation Type ("Gong Call"), and a series of other fields. Some additional fields will be added to the Conversation model to house Gong data. These will be conditionally hidden so they only show on Gong calls (so they won't show on other Conversation Types, such as your Zendesk tickets or Intercom chats, for example).
Synced calls from Gong will look similar to this:
(You can click the image above to view it enlarged. The grey boxes are where customer information has been hidden for the image.)
Data mapping
Planhat model | Sync direction | Gong |
Conversation (type "Gong Call") | From Gong to Planhat | Call |
Planhat system field | Gong field | Definition |
companySourceId | objectId | The shared Company CRM ID in both Gong and Planhat |
subject | title | The title of the call |
description | brief, highlights & keyPoints | The AI summary and action items of the Gong call |
endusers | parties | External people present in the call |
users | parties | Internal people present in the call |
externalId | id | The Gong call ID |
Planhat custom field | Gong field | Definition |
Gong URL | url | URL to the call page in Gong (URL field type) |
Call Duration | duration | Call length in minutes (number field type) |
How does the sync work?
The sync works via Planhat Automations and the Gong API.
The integration automatically syncs Gong data into Planhat in two steps:
Metadata from each completed Gong call is sent to Planhat, and saved as a new Conversation associated with the relevant Company
The Gong AI summary is retrieved and added to the Conversation
It can use two methods to map Gong calls to Companies in Planhat:
It firstly checks if the CRM ID in Gong matches a Company Source ID in Planhat
If a Company ID match isn't found, it looks at the email addresses of external people (customers) present in the call, and tries to match by email domains
If the integration is unable to map a Gong call to a Company in Planhat, the call will not be synced in.
📌 Important to note
Both Gong and Planhat should be connected to the same CRM (e.g. Salesforce). This is so we can map Gong calls to Planhat Companies via the CRM ID ("Source ID" in Planhat).
The retrieved calls are stored as new records of the Conversation model in Planhat, with the custom Conversation Type "Gong Call".
Setting up the integration
If you would like to sync Gong calls to Planhat, please reach out to your Planhat TAM, and they will work with you to set up the integration. Your TAM will carry out setup steps in Planhat for you.
Some steps will be completed in Gong by you. Your TAM will help guide you, e.g. when to carry out these steps as part of the overall process. Note that you need to be authorised to create webhooks and API keys in Gong.
Set up an outgoing webhook in Gong
After your TAM has created an Automation in Planhat to receive incoming webhooks from Gong, you should set up the outgoing webhook in Gong:
You can refer to the Gong webhook setup guide for detailed instructions
In step 5, the destination URL is the Automation URL that will be provided by your TAM
In step 6, select the authentication method "URL includes key"
Set up authentication in Gong
You can choose between OAuth 2.0 authentication or using an API key. OAuth 2.0 is more flexible. The two alternative sets of instructions are below. If you have any questions, please reach out to your TAM.
EITHER: Creating a new Gong API key
Follow the instructions in this Gong guide
Provide the access key details to your TAM
OR: Setting up OAuth 2.0 authentication (following Gong's instructions here)
Click "Company settings" > "Ecosystem" > "API"
Click "Create Integration"
In the "Integration details" area, name the app ("Planhat Integration")
In the "App logo" area, upload 2 different-sized logos:
The small logo is used in the Gong app management page
The large logo is used in the OAuth connection approval screen
In the "Required authorization scopes" area, select the scopes:
api:calls:read:transcript
api:calls:read:extensive
Add the links requested for your app:
"Redirect URIs"
This is the important one. The URL can be found in Planhat, in the blue box under the "Authentication" bar on the integration page
The rest need to be filled in but don't affect the integration
"Link to your integration's service and privacy terms"
"Link to your license agreement"
"Link to your integration's help article"
"Link to page in your integration where authorization process begins"
"Emails of contacts in your organization"
Click "Save"
A new row appears in the table of apps, containing the "Client ID" and the "Client Secret". In the table, you can also see the app status and edit app details
Gong calls within Planhat
Gong calls are stored in Planhat as Conversations with the custom Conversation Type "Gong Call".
You can view the calls themselves on Company and End User Profiles, as well as in the Conversations Module. It's easy to apply filters. To see all and only Gong calls, just select this as the "Type".
In the Conversations Module, you can even build more advanced filters based on other fields/properties too.
You can comment on Gong calls in Planhat - to tag in other colleagues, for instance.
In addition, within the "Metrics" tab of the Data Module, Gong call volumes can be saved as time-series data (under the "Conversations" category). You can build on this raw time-series data with Calculated Metrics - for example, tracking trends over time. In Pages (in the Customer Intelligence Module), you can create graphs to analyse and visualise time-series data.