The Gong Integration allows you pull Gong call transcripts into Backstory. The transcripts are linked to meeting invites, summarized, and used to power Backstory features. This gives your organization more complete and accurate insights across your CRM.
Note: This integration is only relevant to customers who use Gong web conferencing.
What This Article Covers
How the Gong Integration works and what it powers
How to control which users have transcripts pulled using Configuration Profiles
How to configure the Gong integration
How the Gong Integration Works
When the Gong Integration is enabled, Backstory connects to Gong via OAuth and begins pulling call transcripts for eligible users. These transcripts are automatically matched to meeting invites in Backstory and processed to power Backstory features. The behavior is consistent with how Backstory handles transcripts from other supported web conferencing vendors, such as Zoom.
The integration is configured through a dedicated Gong setup page in the Backstory Admin Panel. Setup involves installing the Backstory app from the Gong Marketplace and completing OAuth authorization.
Controlling Which Users Have Transcripts Pulled
By default, Gong's own role-based access controls (RBAC) do not enforce transcript restrictions at the API level. This means that even if you have restricted transcript visibility in the Gong UI using Gong roles, those restrictions are not applied when Backstory pulls transcripts via the API.
For this reason, Backstory strongly recommends using Configuration Profiles to control transcript ingestion. When Transcript Intake is enabled on a Configuration Profile, transcripts will be pulled for all users assigned to that profile. Users assigned to profiles where Transcript Intake is turned off will not have transcripts pulled. This approach allows enterprise customers to limit transcript ingestion to only the Backstory users who should be included, rather than pulling transcripts for all Gong users.
Configure the Gong Integration
Prerequisite: Configuring the Gong integration Backstory administrator account.
Enable Transcript Intake in Backstory
Restricting transcript access in Gong's app will not prevent Backstory from pulling those transcripts. To control whose transcripts are collected, use Backstory Configuration Profiles. Turn Transcript Intake on for the profiles you want included.
Log into Backstory as an administrator.
Click the grid icon in the top left corner.
Select Admin Panel.
In the left navigation menu under User Management, click Configuration Profiles.
Locate the Configuration Profile you want to edit.
Click Review Settings.
In the Activity Data tab, toggle the Transcript Intake setting to ON.
Repeat for all Configuration Profiles that should have transcript intake enabled.
Install the Gong Backstory Application
Navigate to the Gong integration page in the Admin Panel.
Click the Help Center link on the setup page and follow the instructions to install the Backstory application from the Gong Marketplace and complete OAuth authorization.
Return to the Gong setup screen in the Admin Panel.
Click Enable to activate the integration.
Once enabled, Backstory will begin pulling transcripts for all users assigned to Configuration Profiles with Transcript Intake turned on.
Frequently Asked Questions
Do I need to build a custom integration to connect Gong with Backstory?
No. The Gong Integration is a native, out-of-the-box integration that does not require any custom API development. You can set it up entirely through the Backstory Admin Panel.
Why does Backstory recommend using Configuration Profiles instead of Gong roles to control transcript access?
Gong's API does not enforce the role-based restrictions that are applied in the Gong UI. Because of this limitation, Backstory Configuration Profiles are the reliable way to ensure transcripts are only pulled for the intended users.
What happens if a user is assigned to a Configuration Profile with Transcript Intake turned off?
Transcripts are still retrieved from Gong for the user. However, because Transcript Intake is disabled in their Configuration Profile, Backstory automatically discards the transcripts upon receipt. As a result, they are not processed and do not appear in any Backstory reports.
Need Help?
Contact your Customer Success Manager or email support@backstory.ai.