Gong Integration Agent

Purpose

Integrate Gong (or Chorus) conversation intelligence data with Salesforce and HubSpot CRMs. Enriches deals with call insights, surfaces competitive intelligence, tracks engagement patterns, and provides deal risk signals from conversation analysis.

Core Principles

1. Deal Intelligence Enrichment

• Call metadata syncs to Opportunity records
• Risk signals flagged automatically
• Competitive mentions tracked and categorized
• Engagement metrics inform deal scoring

2. Actionable Insights

• Not just data sync - actionable intelligence
• Risk alerts trigger CS/Sales workflows
• Competitor mentions route to competitive team
• Stakeholder engagement tracked for multi-threading

3. Privacy-Compliant Integration

• Respect call recording consent requirements
• Configurable data retention
• Transcript access controls
• GDPR/CCPA compliance features

Integration Capabilities

Gong API Overview

Endpoint Category	Description	Use Case
Calls	Call metadata and recordings	Activity tracking
Transcripts	Full call transcripts	Keyword extraction
Stats	Talk ratio, engagement metrics	Performance tracking
Trackers	Keyword and topic detection	Competitor/risk tracking
Scorecards	Call quality scores	Rep coaching
Users	Gong user data	Owner mapping
Deals	Gong deal data	Opportunity correlation
Workspaces	Account segmentation	Multi-org support

Authentication

{
  "gong": {
    "authType": "OAuth2",
    "tokenUrl": "https://app.gong.io/oauth2/token",
    "scopes": [
      "api:calls:read:basic",
      "api:calls:read:extensive",
      "api:stats:user",
      "api:crm:integration",
      "api:meetings:user:basic"
    ],
    "envVars": {
      "accessKeyId": "GONG_ACCESS_KEY_ID",
      "accessKeySecret": "GONG_ACCESS_KEY_SECRET"
    }
  }
}

Data Sync Mappings

Call → Salesforce Event/Task

Gong Field	Salesforce Field	Notes
title	Subject	Call title
scheduled	StartDateTime	Scheduled time
started	ActivityDate	Actual start
duration	DurationInMinutes	Call length
direction	Call_Direction__c	Inbound/Outbound
parties[].emailAddress	WhoId (lookup)	Participants
primaryUserId	OwnerId (lookup)	Call owner
url	Gong_Recording_URL__c	Link to recording
context[].objects	Related Opportunity	Deal association

Call Insights → Opportunity Fields

Insight Category	Salesforce Field	Description
Talk Ratio	Rep_Talk_Ratio__c	% of call rep spoke
Longest Monologue	Longest_Monologue_Sec__c	Longest uninterrupted speech
Questions Asked	Questions_Asked__c	Count of questions
Engaging Questions	Engaging_Questions__c	Open-ended questions
Interactivity	Call_Interactivity__c	Back-and-forth score
Patience	Rep_Patience__c	Time before responding
Filler Words	Filler_Word_Rate__c	Per minute filler rate

Tracker Insights (Keywords/Topics)

{
  "trackerMappings": {
    "competitor": {
      "gongTrackers": ["Competitor - Salesforce", "Competitor - HubSpot", "Competitor - Other"],
      "salesforceField": "Competitors_Mentioned__c",
      "action": "append",
      "alertChannel": "#competitive-intel"
    },
    "pricing": {
      "gongTrackers": ["Pricing Objection", "Budget Concern", "Too Expensive"],
      "salesforceField": "Pricing_Objection__c",
      "action": "flag_if_mentioned"
    },
    "timeline": {
      "gongTrackers": ["Urgency", "Timeline", "Decision Date"],
      "salesforceField": "Timeline_Discussed__c",
      "action": "flag_if_mentioned"
    },
    "risk": {
      "gongTrackers": ["Going Dark", "No Response", "Delayed", "Reevaluate"],
      "salesforceField": "Deal_Risk_Signal__c",
      "action": "flag_and_alert"
    },
    "champion": {
      "gongTrackers": ["Champion Identified", "Executive Sponsor", "Internal Advocate"],
      "salesforceField": "Champion_Strength__c",
      "action": "update_if_positive"
    }
  }
}

Call → HubSpot Engagement

// Create call engagement in HubSpot
const callEngagement = {
  engagement: {
    type: 'CALL',
    timestamp: new Date(gongCall.started).getTime(),
    ownerId: hubspotOwnerId
  },
  associations: {
    contactIds: participantContactIds,
    companyIds: [hubspotCompanyId],
    dealIds: [hubspotDealId]
  },
  metadata: {
    toNumber: gongCall.parties.find(p => p.affiliation === 'External')?.phoneNumber,
    fromNumber: gongCall.parties.find(p => p.affiliation === 'Internal')?.phoneNumber,
    status: 'COMPLETED',
    durationMilliseconds: gongCall.duration * 1000,
    recordingUrl: gongCall.url,
    body: `Gong Call: ${gongCall.title}\n\nKey Topics: ${gongCall.trackers.join(', ')}`
  }
};

Deal Risk Signals

Risk Signal Detection

Signal	Detection Method	Risk Impact	Action
Going Dark	No calls in 14+ days	HIGH	Alert CSM/AE
Competitor Mentioned	Tracker detection	MEDIUM	Competitive play
Budget Pushback	Tracker + sentiment	HIGH	Pricing discussion
Timeline Slip	"Delay" mentions	MEDIUM	Re-qualify timeline
Champion Left	Contact role change	CRITICAL	Identify new champion
No Multi-threading	Single stakeholder	MEDIUM	Expand contacts
Low Engagement	Poor talk ratio	LOW	Coaching needed

Risk Score Calculation

// Aggregate deal risk from conversation signals
function calculateConversationRisk(calls, opportunity) {
  let riskScore = 0;
  const riskFactors = [];

  // Days since last call
  const daysSinceCall = daysBetween(lastCallDate, today);
  if (daysSinceCall > 21) {
    riskScore += 25;
    riskFactors.push({ factor: 'Going Dark', value: `${daysSinceCall} days since last call`, impact: 25 });
  } else if (daysSinceCall > 14) {
    riskScore += 15;
    riskFactors.push({ factor: 'Engagement Gap', value: `${daysSinceCall} days since last call`, impact: 15 });
  }

  // Competitor mentions
  const competitorCalls = calls.filter(c => c.trackers.includes('Competitor'));
  if (competitorCalls.length > 0) {
    riskScore += 20;
    riskFactors.push({ factor: 'Competitor Mentioned', value: `${competitorCalls.length} calls`, impact: 20 });
  }

  // Budget concerns
  const budgetCalls = calls.filter(c => c.trackers.includes('Budget Concern'));
  if (budgetCalls.length > 0) {
    riskScore += 15;
    riskFactors.push({ factor: 'Budget Concerns', value: `${budgetCalls.length} calls`, impact: 15 });
  }

  // Stakeholder diversity
  const uniqueStakeholders = new Set(calls.flatMap(c => c.parties.filter(p => p.affiliation === 'External').map(p => p.email)));
  if (uniqueStakeholders.size < 2 && opportunity.amount > 50000) {
    riskScore += 15;
    riskFactors.push({ factor: 'Single-threaded', value: `Only ${uniqueStakeholders.size} stakeholder(s)`, impact: 15 });
  }

  return {
    riskScore: Math.min(riskScore, 100),
    riskLevel: riskScore >= 50 ? 'HIGH' : riskScore >= 25 ? 'MEDIUM' : 'LOW',
    riskFactors
  };
}

Sync Workflows

1. Real-time Call Sync (Webhook)

Gong Call Completed
    ↓
Webhook fires to integration endpoint
    ↓
Extract call metadata and insights
    ↓
Lookup Opportunity in Salesforce
    ↓
Create Event + Update Opportunity fields
    ↓
Create Engagement in HubSpot
    ↓
Evaluate risk signals
    ↓
Trigger alerts if needed

Webhook Configuration:

{
  "webhook": {
    "url": "https://integration.yourcompany.com/gong/webhook",
    "events": [
      "call.created",
      "call.updated",
      "call.insights.ready",
      "deal.updated"
    ],
    "filters": {
      "workspaceId": "${GONG_WORKSPACE_ID}",
      "minDuration": 60
    }
  }
}

2. Daily Insights Sync

# Sync call insights from last 24 hours
node scripts/lib/gong-sync.js \
  --mode insights \
  --since "24h" \
  --target salesforce \
  --org production

3. Deal Risk Analysis

# Analyze all open deals for conversation risk signals
node scripts/lib/gong-sync.js \
  --mode risk-analysis \
  --pipeline "Enterprise" \
  --min-amount 50000 \
  --output ./reports/deal-risk-signals.json

4. Competitive Intelligence Report

# Generate competitor mention report
node scripts/lib/gong-sync.js \
  --mode competitor-report \
  --period "2026-Q1" \
  --output ./reports/competitive-intel.csv

Configuration

Integration Config (config/integration-mappings.json)

{
  "gong": {
    "enabled": true,
    "syncDirection": "gong-to-crm",
    "realTimeSync": {
      "enabled": true,
      "webhookEndpoint": "/api/gong/webhook",
      "minCallDuration": 60
    },
    "batchSync": {
      "enabled": true,
      "schedule": "0 6 * * *",
      "lookbackDays": 1
    },
    "targets": {
      "salesforce": {
        "enabled": true,
        "orgAlias": "production",
        "callSync": true,
        "insightsSync": true,
        "riskSignals": true,
        "trackerSync": true
      },
      "hubspot": {
        "enabled": true,
        "portalId": "${HUBSPOT_PORTAL_ID}",
        "callSync": true,
        "insightsSync": false
      }
    },
    "trackers": {
      "competitor": ["Competitor A", "Competitor B", "Alternative"],
      "risk": ["Going Dark", "Delay", "Budget Issue", "Reevaluate"],
      "positive": ["Champion", "Executive Buy-in", "Urgency", "Timeline Set"]
    },
    "riskThresholds": {
      "daysSinceCall": {
        "warning": 14,
        "critical": 21
      },
      "talkRatio": {
        "min": 30,
        "max": 60
      }
    }
  }
}

Environment Variables

# Gong API credentials
GONG_ACCESS_KEY_ID=your_access_key
GONG_ACCESS_KEY_SECRET=your_secret_key
GONG_WORKSPACE_ID=your_workspace_id

# Webhook security
GONG_WEBHOOK_SECRET=your_webhook_secret

# Optional: Chorus support
CHORUS_API_KEY=your_chorus_key

Output Format

Call Sync Report

{
  "syncId": "gong-sync-2026-01-18-001",
  "startTime": "2026-01-18T06:00:00Z",
  "endTime": "2026-01-18T06:12:45Z",
  "status": "completed",
  "source": "gong",
  "targets": ["salesforce", "hubspot"],
  "summary": {
    "callsProcessed": 45,
    "callsSynced": 44,
    "callsFailed": 1,
    "insightsExtracted": 44,
    "trackersDetected": 128,
    "riskSignalsFlagged": 8,
    "competitorMentions": 12
  },
  "riskAlerts": [
    {
      "opportunityId": "006xxx",
      "opportunityName": "Acme Corp - Enterprise",
      "riskLevel": "HIGH",
      "signals": ["Going Dark (18 days)", "Competitor Mentioned"],
      "alertSent": true
    }
  ],
  "competitorInsights": {
    "Competitor A": 7,
    "Competitor B": 3,
    "Other": 2
  }
}

Enriched Opportunity Record

{
  "Id": "006xxx",
  "Name": "Acme Corp - Enterprise Platform",
  "Gong_Calls_Count__c": 12,
  "Last_Gong_Call__c": "2026-01-15",
  "Days_Since_Gong_Call__c": 3,
  "Avg_Talk_Ratio__c": 42,
  "Total_Call_Duration__c": 480,
  "Stakeholders_Engaged__c": 4,
  "Competitors_Mentioned__c": "Competitor A;Competitor B",
  "Deal_Risk_Signal__c": "Competitor mentioned on 2 calls",
  "Champion_Strength__c": "Strong - Multiple advocates",
  "Conversation_Risk_Score__c": 35,
  "Next_Steps_Discussed__c": true,
  "Pricing_Objection__c": false,
  "Timeline_Discussed__c": true
}

Stakeholder Engagement Tracking

Multi-threading Analysis

// Track stakeholder engagement across deal
function analyzeStakeholderEngagement(calls, opportunity) {
  const stakeholders = new Map();

  calls.forEach(call => {
    call.parties.filter(p => p.affiliation === 'External').forEach(participant => {
      const email = participant.emailAddress;
      if (!stakeholders.has(email)) {
        stakeholders.set(email, {
          email,
          name: participant.name,
          title: participant.title,
          callCount: 0,
          totalDuration: 0,
          lastCall: null,
          talkTime: 0
        });
      }
      const s = stakeholders.get(email);
      s.callCount++;
      s.totalDuration += call.duration;
      s.lastCall = call.started;
      s.talkTime += participant.talkTime || 0;
    });
  });

  return {
    totalStakeholders: stakeholders.size,
    byRole: categorizeByRole(stakeholders),
    engagementScore: calculateEngagementScore(stakeholders),
    recommendations: generateEngagementRecommendations(stakeholders, opportunity)
  };
}

Engagement Output

{
  "opportunityId": "006xxx",
  "stakeholderAnalysis": {
    "totalStakeholders": 4,
    "byRole": {
      "economic_buyer": 1,
      "champion": 1,
      "end_user": 2,
      "technical": 0
    },
    "engagementScore": 72,
    "mostEngaged": "jane.smith@acme.com (Champion)",
    "leastEngaged": "bob.jones@acme.com (last call: 28 days ago)",
    "recommendations": [
      "Re-engage Bob Jones - no recent calls",
      "Consider engaging technical stakeholder",
      "Schedule executive alignment call"
    ]
  }
}

Chorus Compatibility

This agent also supports Chorus with minor configuration changes:

{
  "chorus": {
    "enabled": true,
    "apiBaseUrl": "https://chorus.ai/api/v1",
    "authType": "APIKey",
    "objectMapping": {
      "calls": "meetings",
      "transcripts": "transcripts",
      "trackers": "trackers",
      "insights": "analytics"
    }
  }
}

Monitoring & Alerts

Health Metrics

Metric	Description	Target
Sync Success Rate	% of calls synced successfully	>99%
Sync Latency	Time from call end to CRM update	<15 min
Insight Coverage	% of calls with insights extracted	>95%
Risk Signal Accuracy	% of flagged risks that materialized	>70%
Tracker Detection Rate	% of relevant mentions caught	>90%

Alert Thresholds

{
  "alerts": {
    "dealGoingDark": {
      "threshold": 14,
      "unit": "days",
      "channel": "#deal-alerts",
      "assignee": "opportunity_owner"
    },
    "competitorMention": {
      "minMentions": 1,
      "channel": "#competitive-intel",
      "assignee": "competitive_team"
    },
    "highRiskDeal": {
      "riskScoreThreshold": 50,
      "channel": "#deal-alerts",
      "assignee": "sales_manager"
    },
    "syncFailure": {
      "threshold": 5,
      "period": "1h",
      "channel": "#integration-alerts"
    }
  }
}

Related Agents

• outreach-integration-agent - Sales engagement data
• product-analytics-bridge - Product usage data
• revops-deal-scorer - Uses conversation data for deal scoring
• revops-churn-risk-scorer - Uses engagement data for churn prediction

Scripts

• scripts/lib/gong-sync.js - Core sync engine
• scripts/lib/gong-webhook-handler.js - Webhook processing
• scripts/lib/gong-risk-analyzer.js - Risk signal detection
• scripts/lib/gong-competitor-tracker.js - Competitive intelligence

Best Practices

Do's

• Focus on actionable insights, not just data sync
• Use trackers strategically for competitive intelligence
• Monitor stakeholder engagement for deal health
• Alert on risk signals, not just sync failures
• Integrate with deal scoring for comprehensive view

Don'ts

• Don't sync all call data - focus on relevant insights
• Don't ignore privacy/consent requirements
• Don't alert on every tracker mention - set thresholds
• Don't replace human judgment with automated risk scores
• Don't skip call-to-opportunity matching validation

Disclaimer

This integration requires proper API credentials from Gong/Chorus. Call recording and analysis may be subject to privacy regulations and consent requirements. Ensure compliance with local laws and company policies. Test thoroughly in sandbox environments before production deployment.