Productboard's Gong integration automatically imports call transcripts as Productboard feedback notes, linking each one to the right customer record so your product decisions stay grounded in real conversations.
Note: This article covers both the newer, automatic Gong integration (built and maintained by Productboard) and the older, manual integration (built and maintained by Gong).
In this article:
- Setting up the Gong integration
- Configuring the integration
- How to work with imported Gong recordings
- Gong's older Productboard integration (one-time, single-snippet push)
- See also
Setting up the Gong integration
Note: Only Productboard admins can set up this integration.
To set up the Gong integration in Productboard:
- From the bottom of the Main menu, click Settings > Integrations.
- Scroll down and click on Gong.
- Click Add integration.
- Give your Gong integration a name for easy identification.
- Select an authentication method from the dropdown. For OAuth, simply click Authorize with Gong and follow the instructions that appear.
If you want to use an API Key instead of OAuth, follow these instructions to generate your API access key and secret (assuming you are also a Gong admin), then enter those credentials on the integration page in Productboard along with your base URL. When you're done, click Save & authorize.
Configuring the integration
Once the Gong integration is activated, you can manage a number of options from its settings page (Main menu > Settings > Integrations > Gong > [your integration's name]). Only workspace admins can edit these options.
Here are the options available on the Gong integration page:
Call import filters
Decide what sort of Gong recording gets pulled into Productboard. Activate Import external calls only to avoid importing recordings that don't contain at least one person outside your organization.
You can also add keyword filters based on call titles or content, the domain or email addresses of call attendees, and the Gong workspace in which the recording is stored. You can apply multiple keywords to each filter using commas to separate terms, change the logic from AND to OR using the radio buttons above the keyword field, and indicate exclusionary keywords using the optional Contains none of these field.
Both the automatic import and one-time import functions will respect the filters you set here.
When you're happy with your filters, you need to click Save filters to apply them to the integration.
Auto-import calls
Use the toggle here to activate or deactivate the automatic import of calls from Gong into Productboard as notes. When active, the sync runs every five minutes. This will only import new recordings that are generated after the option is activated.
One-time import
Use this section to import historical recordings into your workspace. The end date is automatically set to the current date, so if you want to import all recordings that match your filters into Productboard, simply click Start import.
You can also change the end date and set a start date if you want to be more precise.
Note: Duplicate calls are automatically skipped.
Your Gong account
This section displays the current health of your integration. You can also re-authorize or test the connection here, or click Remove integration to delete the integration.
How to work with imported Gong recordings
When a recording is pulled into Productboard, it arrives as a note that can be accessed from any insights board. The note's title will match the title of the Gong call, and the note's customer field will indicate the name of the first external participant to speak (along with their parent organization).
Tip: You can filter an insights board to display notes from Gong by clicking Filtered by > Source > Gong. And remember to click Save as new board if you want to easily return to your set filters again!
The transcript itself is laid out in the note's description field. Like a regular transcript, it's formatted to be easy to follow when different people are speaking.
Like any note, you can highlight text in the transcript and use it to create insights manually. If you have access to other insights-creation options like insights automation rules or AI auto-linking, those features will apply to Gong notes as well.
Gong's older Productboard integration (one-time, single-snippet push)
Important: This integration is not supported by Productboard. For help with this integration, please reach out to the Gong Support team or check out Gong's support article for more information.
If you want to allow your Gong users to be able to push snippets of their calls manually into Productboard as notes, you'll want to look into the older integration created by Gong. Some things to keep in mind:
- This older integration was created by Gong. We didn't make it and don't maintain it, so you'll need to check Gong's support page for instructions on how to set it up.
- You 'll need a Productboard API key to make this work, which only admins can get. So this isn't something that can be set up if you aren't an admin and don't have access to one.
- Users have to highlight part of a transcript in Gong and click a few buttons to send that snippet into Productboard. This doesn't send the whole call, and cannot be automated within the integration.
- Notes created in Productboard as a result of this older integration are harder to isolate on insights boards. You need to filter by Source > Public API instead of Source > Gong to pick them up, and they'll be lumped in with any other generic API-sourced notes.