> ## Documentation Index
> Fetch the complete documentation index at: https://docs.buildbetter.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Gong Integration

> Import call recordings from Gong into BuildBetter for analysis

Connect BuildBetter with Gong to import your sales call recordings and leverage BuildBetter's AI-powered analysis to extract product insights, feature requests, and customer feedback.

## Why Connect Gong to BuildBetter

* **Call Import**: Import call recordings and transcripts from Gong by date range
* **AI-Powered Analysis**: Process imported Gong calls with BuildBetter's AI to identify sales objections, onboarding friction, and recurring product issues
* **Comprehensive Search**: Search across all your imported Gong call transcriptions within BuildBetter
* **Unified View**: Consolidate conversation intelligence from multiple sources in one platform
* **Smart Filtering**: Filter which calls to import based on participants, call type, or title keywords

## How the Gong Integration Works

BuildBetter connects to Gong via API to import call recordings. You have two options for keeping your calls in sync:

1. **Webhook Integration (Recommended)**: Near real-time imports via Gong webhooks
2. **Polling**: Automatic polling every 6 hours for new calls

You can configure filters to control which calls are imported, such as participant emails, internal vs. external calls, and title keywords. Once imported, calls are processed through BuildBetter's standard analysis pipeline.

**Import Method**: Date range-based batch import or webhook-triggered
**Sync Type**: One-way (Gong → BuildBetter)
**Update Frequency**: Near real-time (webhooks) or every 6 hours (polling)

## Setup Guide

### Prerequisites

1. Gong Account Requirements:
   * Admin access to generate API credentials
   * API access enabled
   * Basic authentication credentials (username and API key)

2. BuildBetter Requirements:
   * Active BuildBetter account
   * Admin privileges for integration setup

### Quick Setup

1. **Get Gong API Credentials**
   * Log in to your Gong account
   * Navigate to Settings > API
   * Generate an API key
   * Note your API username and key

2. **Connect in BuildBetter**
   * Go to Settings > Integrations in BuildBetter
   * Select "Gong" from the recording import integrations
   * Enter your Gong API username and API key (Basic authentication)
   * Click "Connect"

3. **Configure Import Settings**
   * Set date range for initial import
   * Configure call filters (optional):
     * Participant emails: Import only calls with specific participants
     * Call type: Internal only, External only, or both
     * Title keywords: Include or exclude calls by title
   * Save your configuration

4. **Start Import**
   * Click "Import" to begin importing calls
   * Monitor import progress in the dashboard
   * BuildBetter will automatically check for new calls every 6 hours

### Optional: Enable Webhooks for Real-Time Import

For near real-time call imports, you can configure Gong webhooks:

1. **Find Your Webhook URL**
   * Go to your Gong integration settings in BuildBetter
   * Copy the **Webhook URL** shown (includes your unique workspace ID)

2. **Configure Gong Automation Rule**
   * In Gong, navigate to **Settings > Ecosystem > Automation Rules**
   * Create a new automation rule
   * Select trigger: "Call finishes processing"
   * Select action: "Fire webhook"
   * Paste your BuildBetter webhook URL
   * Save the automation rule

3. **Test the Webhook**
   * Gong will send a test webhook when you save
   * Check your BuildBetter integration logs to confirm receipt

Once configured, new Gong calls will appear in BuildBetter within seconds of processing, rather than waiting for the 6-hour polling interval.

<Note>
  Webhooks and polling can run simultaneously. Polling serves as a fallback in case a webhook delivery fails.
</Note>

## Import Filters

BuildBetter supports the following filters when importing Gong calls:

### Participant Email Filter

Import calls only when specific email addresses are participants.

**Example**: Only import calls where `customer@example.com` participated.

### Call Type Filter

Filter by call scope (Internal or External).

**Options**:

* Internal: Company-only calls
* External: Calls with external participants
* Both: No filtering by call type

### Title Keywords Filter

Include or exclude calls based on title content.

**Options**:

* **Title Contains**: Only import calls whose titles include specific keywords
* **Title Does Not Contain**: Exclude calls whose titles include specific keywords

**Example**: Import all "Discovery" calls but exclude "Internal Sync" meetings.

### Combining Filters

Filters can be combined using AND/OR logic:

* **AND**: All conditions must be met
* **OR**: At least one condition must be met

**Example**: Import calls that are (External AND have "Demo" in title) OR (include participant `vip@customer.com`)

## CRM Data Enrichment

When importing calls from Gong, BuildBetter automatically links call participants to your CRM records:

* **Salesforce Matching**: Participants are matched to Salesforce Contacts, Leads, and Accounts using email, phone, and name data
* **Cross-CRM Identity Resolution**: Smart matching across multiple data sources ensures participants are correctly identified even with incomplete data
* **AI-Powered Attendee Matching**: For ambiguous participants, BuildBetter uses AI-powered matching with confidence scoring to find the right person—dramatically improving accuracy over simple email matching alone
* **Metadata Persistence**: All participant data (emails, phones, CRM associations) is stored for future deduplication and enrichment

<Tip>
  CRM enrichment happens automatically during import. The more data in your CRM, the better the matching accuracy.
</Tip>

## Imported Data

When calls are imported from Gong, the following data is preserved:

* **Call Metadata**: Title, duration, date/time, call scope (Internal/External)
* **Transcript**: Full transcript with sentence-level timestamps and speaker identification
* **Participants**: Name, email, title, and speaker ID for each participant
* **CRM Associations**: Linked Salesforce Contacts, Leads, and Accounts for each participant
* **Recording**: Video or audio file URL
* **Source Label**: Imported calls display the Gong icon for easy identification
* **Permissions**: Imported calls are set to public visibility within your workspace

## Usage

### Viewing Imported Calls

1. Navigate to the **Calls** section in BuildBetter
2. Calls imported from Gong will show "Gong" as the source
3. Filter by source to see only Gong calls
4. All standard BuildBetter features work with imported calls:
   * Search across transcripts
   * Signal extraction
   * Document generation
   * Sharing and collaboration

### Analysis Features

Once imported, Gong calls are processed through BuildBetter's analysis:

* **Signal Extraction**: Automatically detect feature requests, bugs, objections, and custom signals
* **Search**: Search for specific keywords or phrases across all transcripts
* **Summaries**: Generate AI summaries of calls
* **Documents**: Create product requirements, release notes, or custom documents from calls
* **Collections**: Organize imported calls into folders and collections

### Automatic Updates

After initial setup, BuildBetter automatically:

* Checks for new Gong calls every 6 hours
* Imports calls matching your filter criteria
* Processes new calls through the analysis pipeline
* Maintains up-to-date sync with your Gong account

## Limitations

* **One-Way Import Only**: Calls are imported from Gong to BuildBetter. Changes in BuildBetter do not sync back to Gong.
* **Full Calls Only**: The integration imports complete call recordings, not excerpts or clips.
* **No Tag-Based Import**: Import is based on date ranges and filters, not Gong's tagging system.
* **Basic Authentication**: Uses API key authentication (not OAuth).

## Troubleshooting

### Connection Issues

* Verify your Gong API credentials are correct
* Ensure your Gong account has API access enabled
* Check that you have admin permissions in Gong
* Confirm your API key hasn't expired

### No Calls Being Imported

* Check your date range settings
* Verify your filter criteria aren't too restrictive
* Ensure calls exist in Gong for the specified date range
* Check that call metadata (participants, title) meets filter requirements

<Note>
  A Gong sync that finds no matching calls is treated as a successful run, not an error. You won't see follow-up alerts or retries when there's simply nothing new to import.
</Note>

### Import Errors

* Verify sufficient storage space in BuildBetter
* Check network connectivity
* Ensure Gong API rate limits aren't exceeded
* Contact support if errors persist

## Security & Compliance

* End-to-end encryption for data transfer
* SOC 2 compliant infrastructure
* GDPR compliant data handling
* Secure API communication with rate limiting
* No storage of Gong credentials beyond encrypted API keys

## Support

Need help? Contact us:

* Email: [support@buildbetter.app](mailto:support@buildbetter.app)
* Visit our [Help Center](/pages/Help/common-issues)
* Schedule a [setup call](https://calendly.com/buildbetter/support)