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About Gong

Gong is a revenue intelligence platform that records and analyzes sales and customer calls. Serval connects to your Gong instance with a company-level API key pair (an Access Key and a Secret Key) plus your account-specific API Base URL. Once connected, Serval workflows can search your recorded calls and read Gong’s AI-generated briefs, outlines, and highlights - for example, to answer a question about a customer’s recent calls. Authentication: API key (Access Key + Secret Key pair, generated by a Gong Technical Administrator). This is a static credential - there is no OAuth consent screen and no token refresh. Data sync: On-demand only. Serval does not run background syncs or import Gong data ahead of time; it reads from Gong at the moment a workflow runs or the connection health check fires.

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What the Gong integration enables

CapabilityDescription
Search callsFind recorded calls within a date range.
Read AI-generated call contentPull Gong’s briefs, outlines, highlights, points of interest, speakers, and participants for specific calls.
Answer Question About Customer Call (pre-built workflow)Give it a customer name and a question; it finds that customer’s calls from the last 90 days, reads Gong’s AI summaries for the most recent matches (5 by default), and answers the question, citing which calls the answer came from.
Full API accessWorkflows can make any authenticated request to the Gong API - call recordings and transcripts, users and interaction stats, the call library, and more - with no extra setup per endpoint.
Anything defined in the Gong API can be accessed through Serval.

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Get your credentials

You need three values from Gong: your API Base URL, an Access Key, and a Secret Key (Gong calls it the “Access Key Secret”). All three appear together on Gong’s API settings page. Gong documents the process in Receive access to the API.
1

Log in to Gong as a Technical Administrator

API access must be included in your Gong plan, and only Technical Administrators can generate API keys.
2

Open the Admin Center

Click settings in the bottom left of Gong.
3

Navigate to Ecosystem > API

Admins can also reach this page directly via Gong API key management (sign-in required). If you don’t see the API option, your Gong plan may not include API access, or you may need Technical Administrator permissions.
4

Click Get API Key

Gong generates two values: an Access Key (the public half) and an Access Key Secret (the private half).
5

Copy both values and store them securely

You will paste both into Serval in the next section.
6

Note your API Base URL

It is shown on the same API settings page and follows the pattern https://XX-00000.api.gong.io/, where XX-00000 identifies your Gong instance.
The Access Key Secret is shown only once, when it is generated. If you lose it, you must generate a new key pair in Gong and update your Serval connection with both new values.

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Connect in Serval

1

Open the Gong connection form in Serval

Start a new Gong connection from Serval’s integrations page.
2

Enter your API Base URL

Required. Paste the URL exactly as Gong displays it, for example https://XX-00000.api.gong.io/. The placeholder reads “API Base URL (e.g. https://XX-00000.api.gong.io/)” and the helper text reads “Your Gong API base URL, found in your Gong account settings”. Serval strips the protocol prefix and any trailing slash automatically when saving.
3

Enter your Access Key

A password-style field with the helper text “Your Gong API access key”.
4

Enter your Secret Key

A password-style field with the helper text “Your Gong API secret key”.
5

Click Submit

All three fields are required, but only the API Base URL is checked in the form - leaving it blank shows “This field is required” and blocks submission. A blank Access Key or Secret Key is caught on the server instead, and the save fails with a generic “Failed to install integration” error. Submitting saves the credentials immediately - Serval does not make a test request to Gong at this point, so use the health check below to confirm the keys work.
Serval automatically combines your Access Key and Secret Key into a Base64-encoded Basic Authentication header on every request. Just enter the raw credentials as provided by Gong.
When you later edit the connection, the Access Key and Secret Key appear masked (bullet characters plus the last 4 characters), and the API Base URL shows the saved value without the protocol prefix. Untouched fields (and a blanked-out API Base URL) keep their stored values, so you can change one field without re-entering the others. To replace a key, use the edit control next to its masked value (a Replace button or pencil icon, depending on where you edit) and enter the new value.

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Verifying the connection

Serval runs a single connection health check for Gong: it asks Gong to list the users in your account using the stored credentials and API Base URL. A passing check confirms the Access Key, Secret Key, and API Base URL are all valid and that the key can read user data. There are no Gong-specific failure messages - if the check fails, Serval surfaces the underlying error from the request. An authentication error usually means a mistyped key or a wrong API Base URL; re-enter the values from your Gong API settings page. Because connecting does not test credentials, the health check (or the first workflow run) is where a bad key first shows up.
Health check green, but the “Answer Question About Customer Call” workflow reports no calls found? That is usually not a credential problem: the workflow only searches the last 90 days and matches the customer name against call titles and participant names as recorded in Gong. Try the name exactly as it appears in Gong.

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Gotchas and troubleshooting

Submitting the connect form saves the keys without contacting Gong. Mistyped keys or a wrong API Base URL only surface when the health check or the first workflow run reaches the Gong API. After connecting, check the connection’s health status before relying on it.
Serval only sends Gong requests to hosts ending in .gong.io. If the API Base URL points anywhere else, Serval refuses to proxy the request at all - it fails before leaving Serval, with an error saying the request URL is not allowed. Always use the account-specific URL from your Gong API settings page (pattern https://XX-00000.api.gong.io/); the protocol and trailing slash are removed automatically.
“Answer Question About Customer Call” looks at calls from the last 90 days and matches the customer name case-insensitively against call titles and participant names and affiliations. Older calls, or a customer recorded under a different name in Gong, make the workflow report that no calls were found even though calls exist. By default it analyzes the 5 most recent matching calls; raise the workflow’s maximum-calls-to-analyze input for deeper coverage.
Generating a new key pair in Gong invalidates the credentials Serval has stored. Rotation happens entirely in Gong - there is no rotate button in Serval. After rotating, edit the Serval connection and enter both the new Access Key and the new Secret Key.
On the edit form, the Access Key and Secret Key display as bullet characters plus their last 4 characters. Leaving them untouched (or leaving the API Base URL blank) keeps the stored values, so you can update one field without re-entering the others. To replace a key, use the Replace button or pencil icon next to it and enter the new value.
Need help? Contact support@serval.com for assistance with your Gong integration.