Gong integration
Connect Gong to import feedback from your recorded customer calls into Featurebase.
Written By Markus Palm
Last updated About 1 hour ago
Overview
Connect Gong to bring feedback from your customer calls into Featurebase automatically. Your team no longer has to write up notes or submit feedback after every sales, customer success, or product call.
Autopilot reads each transcript, pulls out the feedback, and links it to the right Requests as Insights. New ideas get their own Requests, visible only to your team, and anything Autopilot isn't sure about waits for you in Triage. You stay in full control of what reaches your Feedback Portal.
Note: Call recorder integrations are in beta.
Setting up the Gong integration
You need permission to manage integrations in Featurebase. In Gong, a tech admin creates the API key.
In Gong, click Admin center
On the Settings tab, click API under Ecosystem
Click '+ Get API key', enter a Key name, and leave Trusted IPs empty
Click 'Get API key' and copy the access key and the access key secret. Gong shows the secret only once
Copy the base URL shown on the API page
In Featurebase, go to Settings → Integrations
Select Call recordings and click 'Connect' on the Gong card
Paste the access key, the access key secret, and the base URL into the matching fields
Click 'Connect and import last 30 days'
Featurebase checks the key with Gong and starts the import. The Gong settings open and show the import progress. If Gong rejects the key, Featurebase shows the reason so you can fix it.
In the Gong settings, Only calls with customers is on by default and skips calls where everyone is from your team. Featurebase uses Gong's own internal or external label for each call. When Gong cannot tell, Featurebase decides from the participants.
The Teams setting lists your Gong workspaces. To import calls from specific workspaces only, select them. All teams is the default.
Click 'Save' after you change a setting. To change the settings later, click 'Configure' on the Gong card in Settings → Integrations. Changes apply to calls that Featurebase has not checked yet.
Note: If you set TTL (days) when you create the key, the key expires after that time. Reconnect Gong with a new key when it does.
How it works
When you connect, Featurebase imports finished calls from the last 30 days. New calls then appear in Triage about 10 minutes after Gong finishes the transcript.
How much Autopilot handles on its own depends on your automation level. Featurebase attributes the feedback to the customer who spoke most, when that person already exists in your Workspace. Collecting feedback from customer calls explains how to review call feedback, how attribution works, and what stays private.