Skip to main content
Call recorders

Gong integration

Connect Gong to import feedback from your recorded customer calls into Featurebase.

Written By Markus Palm

Last updated 4 days ago

Gong x Featurebase integration.

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.

  1. In Gong, click Admin center

  2. On the Settings tab, click API under Ecosystem

  3. Click '+ Get API key', enter a Key name, and leave Trusted IPs empty

  4. Click 'Get API key' and copy the access key and the access key secret. Gong shows the secret only once

  5. Copy the base URL shown on the API page

  6. In Featurebase, go to Settings → Integrations

  7. Select Call recordings and click 'Connect' on the Gong card

  8. Paste the access key, the access key secret, and the base URL into the matching fields

  9. 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.

FAQs

Check these common causes:

  • Gong has not finished the transcript. New calls arrive about 10 minutes after it does

  • Everyone on the call is from your team, and Only calls with customers is on

  • The transcript has fewer than 300 words

  • The call belongs to a Gong workspace you did not select under Teams

  • The first import is still running. The Gong settings show its progress

Click 'Configure' on the Gong card in Settings → Integrations to see the status. During the first import, the settings show how many calls Featurebase Reviewed, how many it Skipped as internal or short, and how much Feedback found. The status line shows one of these states:

  • Synced: Featurebase is up to date and shows how many calls it reviewed and how many feedback items it created

  • Import delayed · retrying or Sync delayed · retrying: Gong did not respond. Featurebase retries automatically

  • Import did not finish · retrying: The first import stopped early. Featurebase keeps trying on the next sync

  • Not syncing: Gong rejected the key. Reconnect Gong with a new key

Gong rejected the key, for example because it was deleted or expired. To reconnect:

  1. Create a new API key in Gong

  2. Click 'Reconnect' in the Gong settings

  3. Paste the new access key and secret and click 'Reconnect'

Featurebase resumes where it stopped and picks up the calls from the gap. The new key must come from the same Gong account. To connect a different account, uninstall Gong and connect it again.

Yes. Gong limits API requests per day for your whole company, and every integration shares that limit. Featurebase uses a small part of it. When Gong limits requests, Featurebase waits and continues automatically.

Click 'Configure' on the Gong card, click 'Uninstall', and confirm. Featurebase stops importing calls from Gong and forgets the key. Transcripts that are still waiting to be processed are deleted, and feedback that was already created stays in Featurebase.

Still need help? Ask the team