Problem It Solves

Sales and success teams often miss patterns in call quality because managers can’t listen to every conversation. Poor reads on performance lead to inconsistent coaching, stalled deals, and churned customers. By automatically surfacing low-scoring calls for review, you ensure reps get targeted feedback when it matters, improving win rates and customer satisfaction.

Process Overview

1. Gong records and scores every sales or support call.

2. Zapier detects when a call’s score falls below your threshold (e.g., <80%).

3. Zapier creates a “coach” task in your CRM or project management tool with call metadata (Rep Name, Call Score, Call Recording Link).

4. The manager receives an email or Slack alert about the flagged call.

5. The manager reviews the recording, leaves feedback, and marks the coaching task “Completed” to close the loop.

Key Features & Capabilities

• Automated Call Analysis
  Gong’s AI engine scores calls on predefined criteria (talk ratio, question usage, objection handling).

• Real-Time Flagging
  Calls that fall below your performance threshold automatically trigger a coaching task.

• Detailed Call Metadata
  Include the caller name, call date, score, and a link to the session transcript or recording.

• Instant Notifications
  Send an email or Slack message to managers the moment a low-scoring call is detected.

• Easy “Ask” Creation
  Create a simple task (“Listen to Call X”) in your CRM or project management tool—no confusing jargon.

Typical Use Cases

• Fast-Growing SaaS Startup
  As new reps ramp up, managers rely on Gong’s AI to catch weak calls. When a call score is low, Zapier instantly creates a task in Asana for the coach to review, ensuring no rep stalls on bad habits.

• Customer Success Team
  Support calls get analyzed for tone and resolution metrics. If a call’s sentiment score is negative, this Zap warns the team lead to jump in, improving retention and reducing escalations.

Prerequisites & Client Responsibilities

• Gong Account
  Have a Gong plan that records and scores calls and offers API access to retrieve call scores and metadata.

• Target Coaching Tool Access
  Provide access to the CRM or PM tool (e.g., Salesforce, Asana, Trello) where coaching tasks will be created.

• API Credentials
  Supply your Gong API key and the API token for your coaching tool so Zapier can read call scores and write tasks.

• Score Threshold Definition
  Decide the minimum acceptable call score (e.g., 80%) that should trigger a coaching task.

• Manager Permissions
  Identify who needs to receive alerts and who will mark coaching tasks “Completed” in the chosen tool.

Pricing

• One-Time Setup: $500
  (Configure the Gong trigger, build and test the “Flag & Create Task” Zap, and confirm field mappings.)

• Monthly Support: $120/month
  (Ongoing Zap monitoring, threshold adjustments, and troubleshooting.)