Gong support

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Connect, reconnect, and troubleshoot Gong without sharing credentials or customer content through support channels.

1. Before you start

  • Ask a Gong Technical Admin to create an API access key and secret for the intended company.
  • Grant user, basic/extensive call, transcript, and call-user-access read scopes only.
  • Do not grant media URL access unless time-limited media retrieval has a separate reviewed release.
  • Do not send Gong credentials, customer content, personal information, or private record data by email or through an ordinary support ticket.
Gong API accessGong's API-access administration guidance.

2. Connect Gong

  1. In Seedling, open Connections and choose Gong.
  2. Choose personal or workspace scope deliberately; Seedling never promotes an actor-owned connection into workspace access.
  3. Enter the access key, access-key secret, optional account label, and the correct Gong API host.
  4. Seedling verifies the company and available user/call endpoints before saving the encrypted pair.
  5. Allow the first Gong synchronization to finish, then verify the expected resource population and member access policy.

3. Authorization and connection problems

Gong API key pair rejected
Confirm the gong api key pair is active, was entered without surrounding whitespace, and belongs to the intended Gong account and environment.
Missing permission or resource
Restore the exact read permission or provider-side resource access described in this guide. Seedling does not substitute a broader credential or silently treat a forbidden Gong population as empty.
Wrong account or scope
Disconnect before retrying with the intended Gong identity, account, and Seedling connection scope. Seedling does not infer account ownership from a display name or email address.

4. Missing or delayed data

  1. Confirm the call is visible under the key's company and released scopes.
  2. Check Gong role, permission profile, team, workspace, private-call, and external-sharing changes.
  3. Confirm transcript processing completed in Gong and api:calls:read:transcript remains available.
  4. Allow incremental synchronization and provider retry handling to complete. A temporary provider failure does not delete previously synchronized data.
  5. If the issue remains, contact support@tryseedling.ai with the Seedling workspace, safe timestamps, and non-sensitive provider record identifiers. Do not include credentials or record contents.

5. Rotate or replace access

Never use email or an ordinary support ticket to transfer the old or replacement credential.

  1. Create replacement gong api key pair for the same Gong account with the same or narrower released permissions.
  2. Replace the credential on the exact Seedling connection and repeat identity, scope, and capability verification.
  3. After Seedling confirms the replacement, revoke the old gong api key pair in Gong.