Gong Integration

Connect ProductBridge to Gong to automatically turn call transcripts into feedback — capturing product requests and pain points from your sales and customer-success calls.

Overview

Gong is a conversation-intelligence platform that records and transcribes your sales and customer-success calls. The Gong integration connects your Gong workspace to ProductBridge and automatically turns the product feedback voiced on those calls into feedback posts — so insights from customer conversations never get lost.

Once connected, ProductBridge reads your call transcripts (read-only) and runs each conversation through an AI pipeline. When a customer mentions a feature request, a missing capability, a limitation, or a UX complaint, ProductBridge extracts it, deduplicates it against your existing feedback, and creates a new post or consolidates it into a matching one. Pure sales talk — pricing, scheduling, and rapport — is ignored.

This is a one-way ingestion integration: feedback flows from Gong into ProductBridge, and nothing is written back to Gong. Gong does not offer webhooks for calls, so new calls are pulled on a schedule rather than in real time.

Prerequisites

A Gong account with technical administrator access (Gong authorizes at the company level — one admin connects the whole workspace)
A Gong OAuth app with a Client ID and Client Secret, created in Admin center → Settings → Ecosystem → API. Listing an app on the Gong Collective requires Gong partner approval
A ProductBridge organization with at least one feedback board configured

Connect Gong

Open the Integration Settings

Choose a Historical Sync Window

Optionally enable historical sync and pick a lookback window between 1 and 60 days. When enabled, ProductBridge backfills your existing call transcripts from that window right after you connect.

Authorize in Gong

Click Connect Gong. You are redirected to Gong, where you sign in as a technical administrator and approve the requested scopes. Because Gong authorization is company-level, this single approval covers your entire workspace.

Confirm Connection

After you authorize, ProductBridge stores your credentials and the integration status updates to Connected, showing your Gong workspace. If you enabled historical sync, the backfill begins immediately in the background.

Scopes

ProductBridge requests the minimum read-only scopes needed to ingest transcripts and attribute feedback to the right participant:

Scope	Why it's needed
`api:calls:read:basic`	Read basic call metadata
`api:calls:read:extensive`	List calls and read participant (party) details
`api:calls:read:transcript`	Read call transcripts to detect and extract feedback
`api:users:read`	Resolve call participants to the correct customer / account

What Happens After Connect

Immediately after connection, ProductBridge:

Encrypts and stores your access token, rotating refresh token, and the per-customer Gong API base URL
Runs a historical backfill over your chosen lookback window (if historical sync was enabled), queuing each call's transcript for AI analysis
Begins polling Gong every few hours for newly recorded calls, since Gong has no call webhooks

Each call becomes a single item that flows through ProductBridge's AI pipeline. Calls that contain product feedback become posts; the rest are discarded.

How Feedback Is Processed

Every Gong call runs through the same AI pipeline used across ProductBridge's communication-channel integrations:

Stage	What Happens
Normalize	The transcript and call participants are combined into a structured format. The external participant (your customer) is identified as the feedback author
Detect	An LLM decides whether the call contains actionable product feedback. Sales and commercial talk — pricing, scheduling, rapport — is treated as not feedback
Extract	An LLM extracts a title, description, sentiment, priority, feature area, and the specific pain points the customer raised
Deduplicate	Semantic search (Voyage AI + Qdrant) checks for similar existing posts. If similarity is high enough (≥ 0.85), the call is consolidated into the existing post — no duplicate
Organize	An LLM assigns the right board, category, and tags

Gong feedback is tagged with source: gong and source_type: integration. The original Gong call URL is stored in the post's metadata, so you can jump from a feedback post back to the source call.

Privacy & Security

Company-level OAuth — Gong does not support user-level OAuth; a single technical admin authorizes the integration for the whole workspace.
Private calls are never ingested — Any call marked private in Gong (isPrivate: true) is skipped entirely. ProductBridge does not read or even request transcripts for private calls.
Read-only — The integration only reads call data. It never modifies calls or writes any data back to Gong.
Encrypted credentials with automatic refresh — Access and refresh tokens are encrypted at rest using Fernet symmetric encryption with a server-managed key. The rotating refresh token is renewed automatically about 5 minutes before expiry, so the integration never silently breaks.
Organization-scoped access — Ingested feedback lives inside the single ProductBridge organization that connected the integration and is governed by role-based access control. Each Gong workspace can be linked to exactly one organization.

Limitations

Not real time — Gong has no call webhooks, so new calls are imported on the poll interval (every few hours) rather than the instant a call ends.
Transcript required — Only calls that have a transcript in Gong are analyzed. Calls awaiting transcription are picked up on a later poll.
Backfill window — Historical backfill covers only your chosen lookback window (1–60 days). Older calls are not imported retroactively.
One Gong workspace per organization — Connect a different ProductBridge organization for each Gong workspace.
Private calls excluded — Calls marked private in Gong are intentionally never ingested.

Disconnect

To disconnect Gong, navigate to Settings → Integrations → Gong and click Disconnect. ProductBridge:

Marks the integration as disconnected
Removes the stored Gong credentials
Stops polling for new calls

Existing feedback posts remain in ProductBridge — only the live connection is removed.

A call didn't create feedback — Not every call contains product feedback. The AI pipeline only creates posts when it detects actionable product input; pure sales, pricing, and scheduling conversations are discarded by design.
No new feedback appearing — Confirm the integration shows as Connected, that your recent calls have finished transcribing in Gong, and remember that new calls are imported on the poll interval rather than instantly.
Duplicate feedback — ProductBridge deduplicates automatically using semantic similarity. When a similar post already exists, the call is consolidated into it instead of creating a duplicate.
A private call wasn't imported — This is expected. Calls marked private in Gong are never ingested.
Connection stopped working / token errors — Reconnect from Settings → Integrations → Gong to refresh credentials. ProductBridge normally refreshes the rotating token automatically before it expires.

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