A Gong integration allows you to automatically create Totango touchpoints from Gong meetings. Once a connection and integration job is enabled, meetings from your Gong account will automatically be created as touchpoints.
1. Create a Gong connection with Totango
Before you create an integration job, you must establish a connection. A connection is an authentication mechanism that allows Totango to integrate to another system.
You must be a Gong administrator to generate an access key and secret key.
- In Totango, click Settings from the left nav.
- Expand Data Management > Customer Data Hub.
- From the list of active connectors (left), choose Workspace Tools.
- From the list of available connectors, hover over Gong, and click Connect.
- Add a name, description, access key, and secret key from Gong (see documentation).
Authentication tokens are available to Gong administrators. Contact your Gong admin to obtain a token.
- Click Add Connection.
You can now set up a scheduled integration job.
2. Create a Gong integration job in Totango
Each integration job requires you to specify the Gong object fields that you want to map to touchpoint attributes. Once the job is active, Totango does the following:
- Upon initial sync: Import the last 7 days of events from Gong as Totango toucphoints
- Going forward: Import all events that were created after the time of last sync
See below for more sync processing details.
- From within Totango, locate the established Gong connection.
- Click +Create Integration.
- Click Touchpoints Inbound.
A new integration page appears.
- The object fields are already set: id (id), title (title), primaryUserId (primaryUserId), started (started), parties (parties), Touchpoint Type (Touchpoint Type).
- Click Load Preview.
- In the Map and Format Data Fields area, Totango attempts to map the columns in the data source (Gong) with attributes in Totango. Ensure that the source field (left) maps to the desired Totango attribute (right).
Required attributes include:
- Account ID: The account ID in Gong that maps to the Totango account ID, which resolves automatically using the same email-to-touchpoint logic.
- Touchpoint ID: The call ID from Gong that maps to the Totango touchpoint ID
Locked fields include:
- Subject: The meeting subject in Gong that maps to the touchpoint subject
- Created By: The meeting creator in Gong that maps to the touchpoint creator (Totango team member)
- Touchpoint Date: The meeting date in Gong that maps to the touchpoint date
- Touchpoint Type: The touchpoint type that will be set in Totango (Web Meeting)
- Participants: The meeting parties in Gong that maps to touchpoint participants
Additional data is included automatically. See below.
- When fields are mapped, click Validate Mapping. The validation must be successful in order to proceed.
- The first 10 records will values appear. Preview the data in the file to ensure it looks correct.
- From the Settings area, set the following:
- Name: Add a name to help you identify the job later.
- Description: Add a description for the job.
- Allow new accounts/objects creation: Allow new records to be created during the integration. This setting must always be enabled, as the integration job supports creation of new touchpoints (not update).
- From the Schedule area, set the following:
- Run: Choose the recurring schedule you want this job to run. The default is 11PM your instance timezone. The reason for this, is so that the data is always delivered right before your daily is processed. It is highly recommended not to change this.
- Sync immediately after saving: Run the job now and then run according to the schedule thereafter, or run it according to the next schedule only.
- Enable integration scheduling: Allow the scheduling job. If unchecked, the job will be saved in a disabled state.
- Click Save and Sync.
- The job is saved, and you can monitor upload progress in real time. The sync status changes automatically as the job completes.
- Click inside a job to view more details.
Data will be immediately reflected in the UI once the processing is done for the selected job:
- Last 7 days of events upon initial sync
- All events created after time of last sync going forward
Gong touchpoint formatting
When the integration is running, touchpoints created from Gong may resemble the following:
These touchpoint values are automatically set during the integration:
- Touchpoint title = Gong meeting title
- Touchpoint creator = Gong host
- Participants = Gong parties
- Touchpoint date = Gong “started” date
- Touchpoint flow = System default flow
- Touchpoint type = Web Meeting
Specific data that is included in the touchpoint body:
- Meeting start time
- Meeting duration
- Meeting purpose*
- Recording URL
- Meeting brief
- Key points
- Agenda items*
- Topics discussed*
- Action items*
*May show up with a value of “not set,” depending on the your Gong configuration and the actual meeting content.
Question: If I update details in my Totango touchpoint, will the integration overwrite those edits during the next sync from Gong?
Answer: No. Gong integration jobs are not designed to support touchpoint updates (only creation of new touchpoints). An overwrite of touchpoint details may occur only if you create a separate, new integration job that imports the same events as an existing job, as the first sync of that new job imports the last 7 days of events.
Question: Can I change the flow that is used for a Gong integration? Or set a touchpoint reason?
Answer: Not at this time. Integrated toucphoints will default to whatever the default flow is set to in your Totango account. Your teams can manually edit their touchpoints after they're created if they want to adjust the flow or add a touchpoint reason.
Question: I get an error when I validate mapping (not resolving account id). What does this mean?
Answer: Totango relies on the same email-to-touchpoint logic to choose the right account with which to associate the Gong touchpoint. If Totango doesn't recognize at least one participant from the Gong meeting that is in Totango, that touchpoint will not be logged.