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Category: Insight Sources

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Overview

The Gong integration allows you to gather insights from customer calls recorded in Gong. Squad listens to call completion events via webhook and automatically analyzes transcripts to identify valuable insights from your sales and customer conversations.

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Benefits

  • Real-time call analysis: Squad automatically analyzes call transcripts as they complete, surfacing key insights without manual review
  • Capture customer voice: Extract feedback, feature requests, and pain points directly from sales and customer success calls
  • Secure webhook verification: Public key verification ensures only authentic Gong events are processed

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Prerequisites

  • You must have Technical Administrator role in Gong to configure webhooks

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Setup guide

1

Connect your Gong workspace

  1. Go to Workspace dropdown → Integrations in Squad
Gong integration in Squad
  1. Find Gong and click Connect
  2. Complete the OAuth flow to allow Squad to access your Gong workspace
Gong OAuth connection
2

Create a webhook rule in Gong

  1. Copy the webhook URL shown in Squad
Copy webhook URL
  1. In Gong, go to Admin Center
  2. Under Ecosystem, click Automation rules
  3. Click + Add Rule in the top right
  4. Choose New call as the trigger and add filters if needed
  5. Paste the Squad webhook URL in the URL field
  6. Under Select authentication method, choose Signed JWT header
  7. Set the Rule status to Enabled
For detailed instructions, see Gong’s webhook documentation.
Gong automation rule setup
3

Save the public key

  1. Click Show public key next to the Signed JWT header option
  2. Copy the public key and paste it into Squad to complete the setup
Paste public key
4

Monitor insights and opportunities

That’s it! Monitor the Insights page for new insights and opportunities from your calls.
Squad can only process call transcripts from the moment you connect the integration. Historical calls are not automatically imported.

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What Squad syncs

  • Call transcripts added as feedback to Squad AI

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How it works

When you connect Gong, Squad listens for call completion webhooks. Each time a call finishes processing in Gong, the transcript is sent to Squad and added as feedback. This allows Squad to analyze your customer conversations and surface valuable insights about your product.

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Common use cases

  1. Sales-driven product insights: Identify recurring objections, feature requests, and competitive mentions from sales calls to inform your product roadmap
  2. Customer sentiment tracking: Monitor how customers and prospects feel about your product based on call conversation tone
  3. Win/loss analysis: Understand what product factors contribute to deal outcomes by analyzing call patterns

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Disconnecting the integration

To stop Squad from receiving Gong call transcripts:
  1. Navigate to the integrations section in Squad
  2. Find the Gong integration and click Disconnect
  3. This will immediately stop Squad from processing new call events
You may also want to disable or delete the automation rule in Gong to fully remove the integration.

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Troubleshooting

  • Not seeing any insights after connecting → Make sure you’ve completed all steps: OAuth connection in Squad, webhook rule created in Gong with Signed JWT header selected, and public key saved in Squad.
  • Automation rule not triggering → In Gong, go to Admin Center → Ecosystem → Automation rules and verify the rule status is set to Enabled. Disabled rules won’t send webhook events to Squad.
  • Webhook verification failed → Ensure you copied the correct public key from Gong. Click Show public key next to the Signed JWT header option to view it.
  • Want to import historical calls → Contact support to discuss options for importing past call data.
  • Insights stopped appearing → Check that the automation rule is still enabled in Gong and that the OAuth connection is still active in Squad’s integrations page.