The Gong integration analyzes recorded customer calls and imports them into Pendo Listen as individual feedback items. This lets you review and categorize spoken feedback in the same place as your other feedback sources in Listen Explore.
Note: This integration is separate from any Gong-to-CRM data integrations.
Prerequisites
Ensure the following requirements are met before connecting Gong to Listen:
- You have admin access in both Pendo and Gong.
- Your Gong instance is integrated with your Salesforce instance.
- Listen Explore is enabled for your subscription. For more information, see Enable Listen Explore.
How it works
After setup, Gong calls are imported into Listen Explore as feedback items. Each item includes the full transcript, categorized insights, and a link to play back the original recording. You can view Gong feedback alongside other sources or filter it separately.
What gets imported
Transcripts are only imported if they meet the following conditions:
- The meeting falls within the historical date range you select, or occurs after the integration is enabled. You specify the date range for meeting import during the initial configuration and can modify this at any time.
- The meeting matches the participant filtering criteria. During initial configuration, you can specify inclusion and exclusion filters for meeting participants so that any meetings containing specific participants are always imported or never imported. These filters can be modified at any time.
- Pendo's AI classifier identifies relevant insights in the call.
- If a Gong call is marked as private, it doesn't get imported. This overrides any of the above criteria.
Imported feedback is categorized as:
- Requests
- Bugs
- Pain points
- Compliments
- Competitor strengths
- Competitor weaknesses
How visitors and accounts are matched
Pendo uses data from Gong to match call feedback to visitors and accounts in Listen.
To use the Gong integration with Pendo Listen, Gong must be connected to Salesforce. This connection ensures that Gong can pass Salesforce identifiers along with call data, which Pendo then uses to create or match visitor and account records.
Pendo also has an integration with Salesforce. We recommend you set up this integration before connecting Gong to Pendo. With the Salesforce integration configured:
- Visitor and account IDs are mapped from Gong to Pendo upon import, ensuring you have one consistent record across all platforms.
- Pendo uses Salesforce IDs passed from Gong to match feedback to existing visitor and account records. If no match is found, new records are created using your Salesforce sync configuration.
- This ensures Gong feedback is associated with the correct visitors and there's no duplicate data.
- Gong feedback data is enriched with Salesforce metadata.
- If you set up the Salesforce integration after connecting Pendo to Gong, Pendo will reconcile any duplicate records that were created, if they have the same Salesforce IDs.
If you haven't set up the Salesforce integration, Pendo creates new visitor and account records using the Gong data. This can result in duplicate records if those visitors already exist in Pendo with different IDs.
Step 1. Access the integration
- In Pendo, go to Settings > Integrations.
- Find and select the Gong integration.
Step 2. Authenticate with Gong
- In the Gong integration, select Set up and authenticate to open the Create a new authentication window.
- Enter a name for the authentication to identify it later.
- Select Create. This opens a new window to connect your Gong instance.
- Sign into your Gong account and approve access to Pendo. After authentication, return to Pendo to configure the integration.
Step 3. Configure Gong import
Data import won't begin until the following settings are configured.
- In the integration's configuration, choose a Historical date range to import past calls from up to one year ago, or select Analyze future meeting transcripts only to skip historical data.
- For Participant ID mappings, select the metadata field used to match meeting participants to visitors in Pendo. The default selection is the metadata field you have selected for email under Settings > Metadata > Mappings.
- To exclude transcripts that include specific visitors, enter their email addresses in the Participant exclusion list. This prevents any transcript from being imported if one of those visitors was present.
- To import transcripts only when certain visitors are present, enter their email addresses in the Participant inclusion list. Transcripts are imported only if at least one of those visitors attended the meeting.
- Select External Participant Filter to only import calls with at least one participant whose account is external to the tenant, for example, a customer.
- Select Save and continue. This initiates the import and returns you to the integration’s start screen. The initial import can take several hours. If needed, you can check the status in Listen > Listen settings > Feedback sources in Pendo. Statuses include:
- Initial sync. Import is in progress.
- Connected. Import is complete and a daily sync is active.
- Error. Import was unsuccessful. The system retries once daily. If errors persist, contact our support team.
Analyze Gong feedback in Listen
After setup, Gong calls appear in Listen > Explore as individual feedback items. Each item includes a categorized transcript and a link to play back the original call recording. You can:
- Play back the full call by selecting Watch Gong call on the feedback item.
- Select a timestamp in the transcript to view that moment in the call.
- Filter feedback using the source filter and selecting Gong. If All source types is selected, Gong feedback is included by default with other sources.
You can also filter Gong feedback alongside other sources in Explore to identify shared topics, compare timeframes, or narrow results by metadata such as Product Area or account, if available.