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Connect Accord to Gong

This article outlines how to integrate Gong with Accord to power Accord Intelligence and share calls with customers.

Table of Contents

  1. Connect and Configure Gong
  2. Using Gong for Meeting Intelligence (Beta)
    1. Syncing Gong Calls to an Accord
    2. Manually Adding Calls
  3. Managing Gong Calls
  4. Triaging Mismatched Calls
  5. Using Meeting Intelligence
  6. Sharing Gong Calls as Resources

Connect and Configure Gong (Admins only)

Note: To enable the Gong integration, users must have administrator access in both Accord and Gong. Connecting Gong to Accord only needs to happen once. However, Customers participating in the Meeting Intelligence beta must disconnect and reconnect any existing Gong integration for the update to take effect.

  1. From your Accord workspace, go to Settings → Workspace → Integrations 
  2. Click Connect next to Gong to start the authentication process. You'll be redirected to your Gong instance to grant Accord permission to access your workspace.
  3. Once authenticated you’ll be redirected back to the Accord Settings page.

Using Gong for Meeting Intelligence (Beta) 

Note: This feature is currently in beta and is not enabled in workspaces by default. Please contact your CSM to request this feature. 

As part of the Gong integration, Accord uses meeting transcripts to fuel meeting intelligence in Accord workspaces. 

Syncing Gong Calls to an Accord

Once the Gong integration is connected, calls can be matched to their respective Accord based on participant email domain. When a call participant's domain matches one used in an Accord, the system suggests that call for Meeting Intelligence.

If calls took place before the Accord was created or Gong integration was set up, Accord will retroactively match them from the past 3 months. 

Manually Adding Calls 

The Accord's Point Person can also add Gong calls manually. Under Meeting Intelligence, click Add Meeting and either paste a Gong meeting link (internal or shared) or browse existing meetings from your organization's Gong instance.

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Managing Gong Calls

To view the calls added to an Accord's Meeting Intelligence:

  1. Click the Internal Only tab of the Accord.
  2. Select Meeting Intelligence from the dropdown menu.

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When a Gong call is associated with an Accord, a Gong icon appears on the Accord's Calls list to indicate the recording is linked. Each call entry displays the title, summary, date, duration, and a direct link to the recording in Gong.

Note: For security reasons, Accord does not currently support direct access to full transcripts or video files from within Accord. While other platforms offer this functionality by re-uploading call files, hosting media outside of Gong can create significant issues for your customers and prospects.

Gong calls may contain PII (Personally Identifiable Information) and biometric data, which must be handled in accordance with applicable data protection and privacy laws. We are continuing to work with Gong on a secure way to implement this functionality.

Triaging Mismatched Calls 

Most calls are matched automatically, but the Point Person retains full control over which calls are included.

Dismissing a call: If a call is associated with your Accord that shouldn't be there (for example, an internal sync or unrelated meeting), click the kebab menu on the call and select Remove from Accord. 

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Using Meeting Intelligence in Accord 

Accord uses gong calls to power Accord Intelligence. From the Summary tab, the Point Person can use Accord Intelligence to automatically research and  populate:

  • Executive Summaries
  • Key metrics discussed on calls
  • Pain points raised by stakeholders
  • Deal objectives and desired outcomes
  • Other custom fields built into your playbooks 

In the future Accord Intelligence will leverage incoming Gong calls to automatically suggest updates and keep your workspace up-to-date. 

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Accord Agents 

Accord Agents make use of meeting intelligence to ground agent action in what was actually said on your calls. The following agents are currently available in beta (for Growth and Enterprise customers). 

Sharing Gong Calls as Resources 

Gong calls can also be added to an Accord as a resource. To do so, you must explicitly share the call with customers so it's visible to people outside your organization.

For security purposes, you must explicitly use Gong's Share with Customers feature before adding your Gong call to Accord.

  1. Navigate to the Gong call within your Gong workspace
  2. Click on Share Call 
  3. Select Share with customers
  4. Click Edit and under Access ensure that you unselect: "require people to identify themselves to access the call"  
  5. Click Copy link to copy the link to your clipboard
  6. Paste this URL into the Add Resource Dialog

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