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.
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.
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.
- Beta access enabled for your Modem organization (see the note above)
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.
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.
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.What Gets Captured
For each call in a subscribed workspace, Modem captures:Transcript
The call transcript as ordered speaker turns, threaded into a single conversation per call so it groups into topics like any other source.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.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.
Analyzing Gong Conversations
Once transcripts are flowing, ask the Modem Agent about them from the web dashboard like any other source.Troubleshooting
I don't see Gong in Integrations
I don't see Gong in Integrations
The integration is in beta and enabled per organization. Email support@modem.dev to request access. Once
enabled, the Gong card appears under Settings → Integrations.
New calls aren't showing up
New calls aren't showing up
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.
Connection shows an error
Connection shows an error
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.
A workspace's calls aren't captured
A workspace's calls aren't captured
Modem only ingests calls from subscribed workspaces. Open the Workspaces card and confirm the workspace is toggled on.
Disconnecting
To disconnect Gong:- Go to Settings → Integrations → Gong
- Click Disconnect and confirm
Related
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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