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New Idea

Ability to disable Associated Records from being created for Gong.io calls

Related products:CS Timeline & Activity Tracking
  • January 18, 2024
  • 2 replies
  • 87 views
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Currently, as I understand it, Gainsight uses CompanyID and ContactID to know which Primary Company a Gong call will appear on. Likewise when there is someone on the call who’s ContactID is associated with multiple companies, it will create an Associated Record for the other companies as well.

While this proves beneficial when dealing with external contacts representing a single company, its applicability becomes complex in scenarios involving partners or individuals associated with multiple companies, such as partners. In such cases, there is a risk of unintended creation of associated records for companies that were not initially linked to the call.

 

2 replies

kstim
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  • kstim
  • Helper ⭐️⭐️
  • January 19, 2024

This is a great idea! I could’ve sworn I came across a similar community post a few months back when we were setting up the integration, but I can’t seem to find it now.

Unfortunately, we turned off the integration because of how messy the associated records quickly became. Cleanup requires a big manual effort, and since we can’t currently disable associated record creation from the integration, the cleanup would have been ongoing. 

There is this post that offers additional improvements to the integration:

 

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darkknight
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  • darkknight
  • Expert ⭐️
  • May 30, 2024

I have Associated Records disabled on Timeline - and yet Gong still creates Associated Records on Companies where there is a duplicate contact.

And if I delete the Associated Record, because the company has no direct correlation to the primary record, it deletes the primary record too.

Support told me to go edit the original and remove the association, yet if i have AR disabled in Timeline, that is not possible because the association fields are not there.

This is a very puzzling design which presupposes clean contact data which, newsflash, never exists.

  1. Admins should have the ability to disable AR regardless of source.
  2. Deleting an AR should never result in the primary record being deleted.
Jeff Kirkpatrick
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