UserGems has a native integration with Gong Engage that has two important benefits:
- It allows UserGems to push Gem-E powered AI messaging or templated emails directly into your Gong flows, so you don’t need to build them and messaging from scratch
- It allows for UserGems to automatically add prospects directly to the right flow in addition to sending to the CRM.
Steps
1. Connect your Gong Engage instance to UserGems
- Additional resource: Gong Engage Connected User - Required Permissions
2. Create Gem-E Flow(s)
- Within Gong, navigate to Engage > Flows
- Navigate to the Company Flows folder
- Company flows can only be created/edited by people who are authorized to do so in the Engage section of their Permission Profile (see this Gong article for details)
- Optionally, create a folder for UserGems/Gem-E Flows as shown in our screenshots
- Click New Flow or edit an existing flow
- Since Gem-E will overwrite all text in the subject and body of each email it generates, you can really put whatever you want into these sections. As an easy-to-follow best practice, feel free to just put "Gem-E Subject" and "Gem-E Body" into the respective sections.
- Note that signatures will be handled via the AI instruction within the UserGems workflow action further down in this guide.
- Depending on campaign, this flow can then just be duplicated & fine-tuned going forward.
Default flow structure:
Co-pilot (high touch) sequence template:
Auto-pilot (low touch) sequence template:
3. Configure UserGems Workflows for Automated Enrollment
Utilize UserGems workflow actions to automatically enroll prospects into Gong Flows with Gem-E generated messaging.
To configure a new workflow within a UserGems campaign:
- In UserGems, navigate to Campaigns, then select the workflow that you would like to utilize for Gong Engage flow enrollment
- After configuring the workflow for your specs (Audience, Limits, CRM step(s), routing, etc), add in a "Generate AI Messaging" step.
- Within this step, provide all relevant instruction for how the emails should be generated:
- Custom prompts/instruction
- (REQUIRED) Number of emails: You must instruct on how many emails to generate for this Flow - this number can be equal to or lower than the number of email steps in your flow
- Note: You may wish to have some hardcoded email steps at the end of the flow, and in this case, you can instruct Gem-E to generate less emails
- Since Gem-E will override the entirety of the email body for those that it generates, you should also be aware to add instruction for Gem-E to add a relevant signature for the sender of the email
- Etc.
- Then, add your "Add to Flow" action to the workflow where you can select the specific flow for enrollment + define other relevant settings
- Within this step, provide all relevant instruction for how the emails should be generated:
Troubleshooting
Gong Engage has a setting that allows Flows you configure to be set as exclusive to prevent people from being in multiple active flows at the same time. By default, Engage flows are exclusive, but can be configured to allow non-exclusivity.
Sometimes customers run into issues around flow exclusivity - i.e. 20 prospects should have been enrolled in a flow, but only 10 were added because the other 10 were in an exclusive flow already.
For UserGems purposes, we recommend configuring your flows so that any given prospect only enrolls in one UG flow at a time.
To view your Engage exclusivity settings, navigate to Settings > Gong Engage > Flow settings
If your Engage account is configured with Flow Exclusivity turned OFF (i.e. the toggle above is ON so that contacts can be in multiple active flows), you can still make Gem-E Flows exclusive as recommended using the steps below:
- Navigate to Engage > Flows
- Select the Gem-E Flow you want to work on
- Either edit your default Ruleset or create a new Ruleset to make the flow exclusive
Setting a flow as exclusive won’t remove people from flows they’re already in. It only applies to future people that get added to the flow. See this Gong article for more information on flow exclusivity.