Gong

Gong brings the conversation side of your customer relationship into Sonora. Call transcripts feed sentiment analysis, eCSAT, and feature-request detection. Meeting summaries surface in customer profiles, chat, and the actions your playbooks generate — so when an account suddenly looks at-risk, you can read the call where it started looking that way without leaving Sonora.

What syncs

• Call metadata (date, participants, duration, type)
• Full transcripts with speaker attribution
• Topics and trackers configured in Gong
• Workspaces and users (used to attribute meetings to the right Sonora team members)

The integration is read-only. Recordings stay in Gong; Sonora pulls transcripts and metadata.

Prerequisites

• Gong Technical Administrator role (required to issue API keys)
• The Gong API tier enabled on your account
• Your Gong region’s API endpoint (e.g. https://us-29990.api.gong.io) — visible in Company Settings → Ecosystem → API

Setup

1. Generate a Gong API key

1. Sign in to Gong as a Technical Administrator.
2. Go to Company Settings → Ecosystem → API.
3. Click Create. Name the key “Sonora Integration”.
4. Copy both the Access Key and the Access Key Secret. The secret is only shown once.

2. Connect in Sonora

1. Settings → Integrations → Gong → Connect.
2. Paste the Access Key, Access Key Secret, and the regional Instance URL from your Gong API page.
3. Click Test connection to confirm the credentials, then save.

The first import pulls a configurable lookback window of calls. After that, Sonora pulls new calls incrementally on the schedule you set in the Gong card.

Customer matching

Calls match to Sonora customers via attendee email domains and Gong’s account associations. If a call is attributed to a Gong account that maps to a Sonora customer, the call attaches to that customer. Otherwise it’s stored as an unattached meeting until the relationship is resolved.

Disconnect

From Settings → Integrations, disconnect the Gong card. To revoke from Gong as well, delete the API key in Company Settings → Ecosystem → API.

Troubleshooting

“Invalid credentials” — Confirm the Access Key and Secret are correct and that the Instance URL matches your Gong region (the format is https://<region>-<id>.api.gong.io — check your API settings page).

Calls missing from a customer’s profile — Either the attendee emails didn’t match a known contact, or the call wasn’t associated with an account in Gong. Map the missing customer manually from the meetings list, or fix the attribution in Gong and re-sync.

Transcripts not appearing — Gong processes recordings asynchronously; transcripts can take an hour or more after a call ends to become available. Sonora retries automatically.