Gong

17 min

Overview

The Gong integration automatically enriches your existing calendar meetings in Custify with AI-generated insights from Gong call recordings. When you record a meeting using Gong, this integration will find the matching meeting in Custify and add the AI summary, call outline, key highlights, and recording link to it.

Observation! This integration does NOT create new meetings in Custify. It only enriches meetings that were already imported from your Gmail or Outlook calendar.

How it works

When a meeting is recorded in Gong, the integration automatically identifies the corresponding meeting in Custify by matching participants (people and companies), meeting time (within a 15-minute window), and the meeting title.

Once matched, Gong’s AI-generated insights are added to the existing meeting in Custify, including the spotlight summary (brief), structured call outline with discussed topics, categorized key highlights, recording URL, as well as the call date and duration. The sync runs automatically through scheduled imports, ensuring meetings are continuously enriched with the latest Gong data.

All Gong data is stored in a dedicated section of the meeting record, making it easy to review what was discussed during customer calls, see structured outlines of topics covered, access key highlights and important moments, open the full recording in Gong, and analyze call content without having to watch the entire recording.

Setup Instructions

Step 1: Get Your Gong API Credentials

Go to Settings - Ecosystem - API

Click Create API Key

Copy the Access Key and Access Key Secret

Keep these credentials safe - the secret key is only shown once.

Step 2: Connect in Custify

In Custify, go to Settings - Integrations

Find Gong in the list of available integrations

Click Connect or Configure

Enter your Access Key and Access Key Secret

Click Save to activate the integration.

Step 3: Automatic Initial Sync

Once connected, Custify will automatically:

Import call recordings from the last 90 days

Match them with existing meetings in Custify

Enrich matching meetings with AI summaries and insights

Set up regular syncs to catch new recordings.

No additional action is required. The integration processes and syncs the data automatically.

How Matching Works

The integration is smart about finding the right meeting to enrich:

Primary Matching

The integration matches Gong recordings to meetings by comparing participants (people or companies), checking that the meeting time is within 15 minutes of the recording, and comparing the calendar event title with the Gong call title. The 15-minute window accounts for small timing differences, such as meetings starting slightly late, recordings beginning early, or minor discrepancies between the scheduled and actual start time.

Title Matching

The integration compares the calendar event title (for example, “Customer Discovery Call”) with the Gong recording title. If the titles are not an exact match but the participants and meeting time align, the meeting will still be enriched, which helps in cases where the calendar title was edited.

What Meetings Get Enriched?

The integration will attempt to enrich recordings from:

All calls in your Gong workspace (based on your access level)

Calls with external participants (customer-facing calls)

Internal calls (if they have matching calendar meetings)

However, it will only enrich meetings that:

Already exist in Custify (imported from Gmail/Outlook)

Have matching participants (people or companies in Custify)

Have a matching time window

Sync Types

Initial Sync (Full Import)

When you first activate the integration, a Full Sync runs automatically to:

Import all Gong calls from the last 90 days

Enrich all matching meetings in Custify

Process AI summaries, outlines, and highlights

Regular Updates (Incremental Sync)

After the initial setup, the integration runs periodic syncs to:

Import new calls from the last 7 days

Catch any recordings that might have been missed

Keep your meeting data up to date

Process newly available AI content

Note: Syncs typically run daily and can also be triggered manually from the integration settings.

What Data Is Stored?

For each enriched meeting, Custify stores Gong’s AI-generated content, including the Brief (a concise summary of the call’s purpose and outcome), a structured Call Outline (organized by discussion topics such as Introduction, Product Discussion, Pricing, and Next Steps), and Key Highlights (important moments and quotes grouped by category, such as Customer Pain Points or Objections). It also stores recording details (Recording ID, URL, duration, date and time) and full participant information, including names, email addresses, and participant affiliations (Customer or Internal).

Benefits

For Customer Success and Sales teams, the integration makes it easy to review customer conversations without watching full recordings, quickly identify concerns, objections, and buying signals, track commitments made during calls, and prepare for follow-ups with full context. It also helps share insights and successful calls internally for alignment and training.

For Revenue Operations and Management, it enables analysis of call patterns, common pain points, and competitive mentions, supports performance tracking (such as talk-to-listen ratios), and provides clear summaries of important meetings—allowing leaders to stay informed, ensure consistent messaging, and identify coaching opportunities without attending every call.

Troubleshooting

Meeting Not Enriched

If a Gong recording didn't enrich a meeting, check:

Does the meeting exist in Custify?

Only meetings imported from Gmail/Outlook can be enriched

Check if the meeting appears in Custify before the recording

The meeting must have been created before the sync ran

Are the participants in Custify?

At least one call participant must be a person or company in Custify

Check if the email addresses match exactly

Verify participants are linked to companies

Is the time close enough?

The recording time must be within 15 minutes of the calendar meeting

Check if someone started recording much earlier or later

Verify the meeting time in your calendar

Was it already enriched?

The integration won't enrich the same meeting twice

Check if the meeting already has Gong data

Look for the recording link in the meeting details

Does the call have AI content?

Gong needs to process the call before AI content is available

Very short calls may not have full AI analysis

Check if the call has content in Gong first

Integration Not Syncing

If new recordings aren't being enriched:

Check integration status - Make sure the integration is active in Custify

Verify API credentials - Ensure your Access Key and Secret are still valid in Gong

Run a manual sync - Try running an Update Sync from integration settings

Check Gong access - Verify the API key has access to the calls in Gong

Review sync logs - Check for any error messages in the integration logs

Need to Re-sync

If you need to re-process recordings:

Go to Gong integration settings in Custify

Click Run Full Sync to re-import calls from the last 90 days

Already-enriched meetings will be updated with the latest data

New matches will be enriched automatically

Missing AI Content

If a meeting was enriched but is missing some content:

Check Gong directly - Verify the content exists in Gong

Wait for processing - Gong may still be generating AI content

Re-run sync - Try running another sync after Gong finishes processing

Check call length - Very short calls may not have all content types

Privacy and Security

Only calls you have access to in Gong are processed. AI summaries and highlights are stored securely in Custify, while recording files remain in Gong - only the recording link is saved. No audio or video files are transferred to Custify.

Access to enriched meeting data follows existing Custify permissions. Only users who can access the meeting can view its Gong data, and company-level permissions apply. Recording URLs require Gong authentication to open.

The integration uses API Key authentication (HTTP Basic Auth). Credentials are stored encrypted in Custify, used solely to authenticate with Gong’s API, never shared with third parties, and can be revoked at any time from Gong’s API settings.

Support

If you need help with the Gong integration:

Check this documentation first

Review the troubleshooting section above

Contact Custify support with:

Your account information

The specific meeting or recording that's not working

Any error messages you see

Screenshots if applicable

We'll help troubleshoot and resolve any issues.

Technical Details

For technical users or developers:

API Integration

Uses Gong's v2 Extensive Calls API

API Key authentication (HTTP Basic Auth)

Cursor-based pagination for large datasets

Requests: BRIEF, OUTLINE, and HIGHLIGHTS content

Sync Schedule

Full Sync: 90-day lookback period

Update Sync: 7-day lookback period

Runs automatically on schedule

Can be triggered manually

Matching Algorithm

Multi-level matching: people → companies → time → title

Case-insensitive email matching

15-minute time window (configurable)

Fuzzy title matching for flexibility

Data Storage

All Gong data is stored in the recordingToolData field

External ID stored in externalIds.gong

AI summary stored in the aiSummary field (HTML format)

No modification of original meeting data (people, companies, time)

Content Structure

Uses simple HTML tags for formatting

Nested lists for outline and highlights

Bold text for section headers

Properly escaped to prevent XSS