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The Gong integration captures transcripts from your recorded Gong calls and feeds them into Modem for analysis. Each call becomes a conversation that’s grouped into topics, classified by type (bug, feature request, praise, complaint), and linked to the people and companies who spoke on it.
Gong is available on the Scale plan and above (and during a trial). On other plans it appears locked under Settings → Integrations; upgrade from Settings → Billing to connect it. Organizations that connected Gong before this requirement keep their existing connection.
Gong is capture-only and read-only. Modem ingests call transcripts (as speaker turns), call metadata, and participant identities. It does not access audio or video recordings or your Gong account settings, and it never writes anything back to Gong. There’s no way to talk to the Modem Agent from inside Gong; you query captured Gong data from the Modem Agent on the web.

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How it works

Modem connects to your Gong account with OAuth, authorized once by a Gong technical admin. During that exchange Gong returns a per-customer API address, and Modem targets it for every request after that. Every 15 minutes Modem polls Gong for new calls, fetches each call’s transcript, and ingests it as a set of speaker turns threaded into a single conversation. A background job refreshes the connection’s access token before it expires, so the poller normally stays authenticated without any action from you. Capture is poll-based, so a call shows up in Modem a few minutes after Gong finishes processing it, not instantly. Modem only captures calls that start after you connect. There’s no historical backfill of past calls.
Each poll looks back over a wide window (about 48 hours) so calls that Gong publishes late are still picked up. Calls already ingested are filtered out, and anything that slips through the overlap is de-duplicated downstream, so the same call isn’t stored twice.

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Prerequisites

  • Owner or admin role in your Modem organization, to connect and manage the integration
  • A Gong technical administrator to authorize Modem’s API access. The authorization is account-wide and granted once.
  • A Modem organization on the Scale plan or above, or an active trial (see the note above)

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Setup

1

Start the connection

Go to Settings → Integrations → Gong in your Modem dashboard and click Connect with Gong. Only organization owners and admins can connect.
2

Authorize Modem in Gong

You’ll be redirected to Gong to sign in and approve the access Modem requests. This step must be done by a Gong technical admin. See Permissions below for the exact scopes.
3

Choose workspaces

Back in Modem, your Gong workspaces sync automatically. Every workspace is captured by default; toggle off any you don’t want. See Subscribing to Workspaces below.
4

Choose which calls to capture

New connections capture external calls only. Turn the toggle off to capture internal calls as well. See Capturing Internal Calls below.

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Permissions

During authorization, a Gong technical admin approves the following read-only Gong API scopes. Modem reads call content and participant identities; it does not send or modify anything in Gong.
Gong authorization is account-wide, not per user. A technical admin approves it once for the whole Gong account, and Modem authenticates as the approved app rather than as an individual user.

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Call Access and Permissions

Gong’s per-user call permissions do not carry over into Modem. Modem connects with a single account-level authorization and does not evaluate individual Gong users’ call access. Any call Modem captures becomes visible to everyone in your Modem organization, even if a given person could not open that call in Gong. Review the FAQ below with your Gong admin before connecting.
No. Gong’s API supports authorization only at the technical-admin level, so Modem holds one account-wide credential per Modem organization. It does not act on behalf of the person who clicked Connect, and it does not hold or request per-user Gong tokens.
Every call the account-level authorization can reach, within the workspaces you’ve subscribed. Modem cannot see more than the approved authorization allows, but it also does not narrow that view down to any one user’s permissions.
No. Modem does not mirror or re-apply Gong’s per-user access rules. Once a transcript is captured, it is stored against your Modem organization and is readable by every member of that organization through search, topics, and the Modem Agent, regardless of whether that person has access to the same call in Gong. If a call is private or restricted in Gong, treat capturing it in Modem as widening who can read it.
Four, all set on the Modem side:
  • Workspace subscriptions: the primary control. Unsubscribed workspaces are dropped before Modem ever requests a transcript, so their content never leaves Gong. See Subscribing to Workspaces.
  • External calls only: skips calls where every participant works at your company, also before any transcript is requested. See Capturing Internal Calls.
  • Connect time: only calls that start after you connect are captured. There is no historical backfill.
  • Disconnecting: stops all future capture immediately.
If certain calls must not be readable organization-wide in Modem, keep them in a Gong workspace you leave unsubscribed.
Only Modem organization owners and admins. Regular Modem members can view the integration’s status and its capture settings but cannot change them.
Transcripts as speaker turns, participant identities, call metadata, and a link back to the call in Gong (no audio or video). See What Gets Captured. Disconnecting stops future capture but leaves already-captured data in Modem; contact support@modem.dev to have it deleted.

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Subscribing to Workspaces

Gong groups calls into workspaces. After connecting, the Workspaces card in Settings → Integrations → Gong lists each workspace with its own toggle. Modem only ingests calls from subscribed workspaces. New workspaces are subscribed by default. Toggle one off to stop capturing its calls, which are then dropped before any transcript is fetched. If your account has a single workspace, there’s just one row, subscribed by default, which you can still toggle off to pause capture entirely.
Start with the workspaces where customer and prospect calls live, and leave internal-only workspaces unsubscribed to keep the noise down.

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Capturing Internal Calls

The External calls only toggle in Settings → Integrations → Gong controls whether Modem captures your team’s internal calls alongside customer ones. It’s on by default for new connections, and off for connections made before this setting existed, so nothing you were already capturing stopped. A call is internal only when every participant is marked internal in Gong. If even one participant is external (or is someone Gong doesn’t recognize, which is how most prospects and customers show up), the call is captured. Calls where Gong provides no participant information are captured too, so a gap in Gong’s data never silently drops a customer conversation. Internal calls are dropped at the same point unsubscribed workspaces are: before Modem requests the transcript, so their content never leaves Gong. Turn the toggle off if you want internal calls (standups, planning, retros) analyzed alongside customer conversations. Leave it on to keep Modem focused on calls with people outside your company.

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What Gets Captured

For each captured call (one in a subscribed workspace that also matches your call scope), Modem captures:

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Transcript

The call transcript as ordered speaker turns, threaded into a single conversation per call so it groups into topics like any other source.

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Participants

Each speaker’s name and email where Gong provides them, tagged internal or external, and resolved into people and companies. Where Gong has already linked a participant to a record in your CRM, Modem also stores that link as a reference: the CRM system (for example Salesforce or HubSpot), the object type, and the object ID. Modem does not connect to your CRM or read the records themselves; it only keeps the identifiers Gong attaches to the call.

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Call metadata

The call title, start time, duration, and a link back to the call in Gong.
Modem does not capture audio or video recordings or your Gong account settings. Only the transcript, the participants (including any CRM record references Gong attaches to them), and the metadata above are ingested.

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Analyzing Gong Conversations

Once transcripts are flowing, ask the Modem Agent about them from the web dashboard like any other source.

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Troubleshooting

Gong is available on the Scale plan and above (and during a trial). On other plans the card is locked under Settings → Integrations. Upgrade from Settings → Billing, or email support@modem.dev.
A call appears a few minutes after Gong finishes processing it, plus up to the 15-minute poll interval, so allow some time. Modem only captures calls that started after you connected; there’s no backfill of earlier calls. If a specific call is missing, check that its workspace is subscribed in the Workspaces card.
The person approving the connection must be a Gong technical admin with rights to authorize API access for the account. A regular Gong user can’t grant it.
Open Settings → Integrations → Gong to see the error detail and when it was last checked. Reconnecting requires a Gong technical admin. If the error persists, contact support@modem.dev.
Modem only ingests calls from subscribed workspaces. Open the Workspaces card and confirm the workspace is toggled on.
With External calls only on, Modem skips calls where every participant is marked internal in Gong. Turn it off to capture internal calls as well. Turning it off picks up previously skipped calls only while they’re still inside the poll’s lookback window (about 48 hours from when the call started); older skipped calls aren’t backfilled. See Capturing Internal Calls.

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Disconnecting

To disconnect Gong:
  1. Go to Settings → Integrations → Gong
  2. Click Disconnect and confirm
Disconnecting stops Modem from polling Gong for new calls. Historical data remains in Modem after disconnecting.

The Modem Agent

Query and act on your captured Gong conversations from the web.

Topics

See how calls are grouped into themes and classified.

Companies & People

Understand how Modem links call participants into unified profiles.

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