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Gpt action salesforce gong (#1761)
Co-authored-by: pap <pap@openai.com>
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# GPT Action Library: Salesforce + Gong
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## Introduction
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This page provides an instruction & guide for developers building middleware to connect a GPT Action to a specific application. Before you proceed, make sure to first familiarize yourself with the following information:
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- [Introduction to GPT Actions](https://platform.openai.com/docs/actions)
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- [Introduction to GPT Actions Library](https://platform.openai.com/docs/actions/actions-library)
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- [Example of Building a GPT Action from Scratch](https://platform.openai.com/docs/actions/getting-started)
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This particular GPT Action provides an overview of how to build a GPT that retrieves information from Salesforce and Gong. This will include creating multiple custom actions which are documented in existing cookbooks. We will highlight these cookbooks in the next section.
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### Value + Example Business Use Cases
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**Value**: Users can now leverage ChatGPT's capabilities to:
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- Connect to Salesforce
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- Search for customer accounts
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- Retrieve Gong transcripts from previous calls
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**Example Use Cases**:
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A sales rep is preparing for an upcoming customer meeting. Using this integration, they can quickly retrieve relevant account details from Salesforce, access recent Gong call transcripts, and receive AI-generated summaries and insights structured around proven sales methodologies like MEDPICC or SPICED. This empowers the rep with a clear, actionable understanding of the customer's current state and next steps — all in minutes
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## Application Information
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In this example, we are connecting to Salesforce and Gong (via a middleware). We are going to refer to existing cookbooks for basic setup and authentication instructions for Salesforce and creating a middleware.
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### Salesforce GPT Action
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Refer to our cookbook on setting up a GPT Action for Salesforce. The two settings to pay attention to in that cookbook are:
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- [Application Information](https://cookbook.openai.com/examples/chatgpt/gpt_actions_library/gpt_action_salesforce#application-information) - this covers the necessary concepts to be familiar with in Salesforce
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- [Authentication Instructions](https://cookbook.openai.com/examples/chatgpt/gpt_actions_library/gpt_action_salesforce#authentication-instructions) - this covers creating a Connected App in Salesforce and configuring OAuth (on both Salesforce and ChatGPT)
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### Middleware GPT Action
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Refer to any one of our cookbooks on creating a middleware:
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- [GPT Actions library (Middleware) - AWS](https://cookbook.openai.com/examples/chatgpt/gpt_actions_library/gpt_middleware_aws_function)
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- [GPT Actions library (Middleware) - Azure Functions](https://cookbook.openai.com/examples/chatgpt/gpt_actions_library/gpt_middleware_azure_function)
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- [GPT Actions library (Middleware) - Google Cloud Function](https://cookbook.openai.com/examples/chatgpt/gpt_actions_library/gpt_middleware_google_cloud_function)
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### Application Prerequisites
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In addition to the prerequisites in the cookbooks above, please ensure that you have access to a Gong API key
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## Application Setup
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### Deploying a serverless function
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This serverless function will accept an array of `callIds`, fetch the transcripts from Gong and clean up the response that it sends to ChatGPT. Here is an example of what it looks like on Azure Functions (Javascript)
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```javascript
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const { app } = require('@azure/functions');
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const axios = require('axios');
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// Replace with your Gong API token
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const GONG_API_BASE_URL = "https://api.gong.io/v2";
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const GONG_API_KEY = process.env.GONG_API_KEY;
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app.http('callTranscripts', {
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methods: ['POST'],
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authLevel: 'function',
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handler: async (request, context) => {
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try {
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const body = await request.json();
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const callIds = body.callIds;
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if (!Array.isArray(callIds) || callIds.length === 0) {
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return {
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status: 400,
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body: "Please provide call IDs in the 'callIds' array."
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};
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}
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// Fetch call transcripts
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const transcriptPayload = { filter: { callIds } };
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const transcriptResponse = await axios.post(`${GONG_API_BASE_URL}/calls/transcript`, transcriptPayload, {
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headers: {
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'Authorization': `Basic ${GONG_API_KEY}`,
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'Content-Type': 'application/json'
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}
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});
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const transcriptData = transcriptResponse.data;
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// Fetch extensive call details
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const extensivePayload = {
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filter: { callIds },
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contentSelector: {
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exposedFields: { parties: true }
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}
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};
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const extensiveResponse = await axios.post(`${GONG_API_BASE_URL}/calls/extensive`, extensivePayload, {
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headers: {
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'Authorization': `Basic ${GONG_API_KEY}`,
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'Content-Type': 'application/json'
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}
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});
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const extensiveData = extensiveResponse.data;
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// Create a map of call IDs to metadata and speaker details
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const callMetaMap = {};
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extensiveData.calls.forEach(call => {
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callMetaMap[call.metaData.id] = {
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title: call.metaData.title,
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started: call.metaData.started,
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duration: call.metaData.duration,
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url: call.metaData.url,
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speakers: {}
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};
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call.parties.forEach(party => {
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callMetaMap[call.metaData.id].speakers[party.speakerId] = party.name;
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});
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});
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// Transform transcript data into content and include metadata
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transcriptData.callTranscripts.forEach(call => {
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const meta = callMetaMap[call.callId];
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if (!meta) {
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throw new Error(`Metadata for callId ${call.callId} not found.`);
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}
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let content = '';
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call.transcript.forEach(segment => {
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const speakerName = meta.speakers[segment.speakerId] || "Unknown Speaker";
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// Combine all sentences for the speaker into a paragraph
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const sentences = segment.sentences.map(sentence => sentence.text).join(' ');
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content += `${speakerName}: ${sentences}\n\n`; // Add a newline between speaker turns
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});
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// Add metadata and content to the call object
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call.title = meta.title;
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call.started = meta.started;
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call.duration = meta.duration;
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call.url = meta.url;
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call.content = content;
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delete call.transcript;
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});
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// Return the modified transcript data
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return {
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status: 200,
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headers: { 'Content-Type': 'application/json' },
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body: JSON.stringify(transcriptData)
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};
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} catch (error) {
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context.log('[ERROR]', "Error processing request:", error);
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return {
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status: error.response?.status || 500,
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body: {
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message: "An error occurred while fetching or processing call data.",
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details: error.response?.data || error.message
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}
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};
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}
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}
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});
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```
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Here are the dependencies that you would include in your `package.json` file
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```javascript
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"dependencies": {
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"@azure/functions": "^4.0.0",
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"axios": "^1.7.7"
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}
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```
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## ChatGPT Steps
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### Custom GPT Instructions
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Once you've created a Custom GPT, copy the text below in the Instructions panel. Have questions? Check out [Getting Started Example](https://platform.openai.com/docs/actions/getting-started) to see how this step works in more detail.
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```
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# Trigger
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User enters the name of an account that they want to prepare for
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# Steps
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1. Retrieve Account Names - Make a call to the `executeSOSLSearch` custom action searching for a Salesforce Account with that name (SOSL). Retrieve up to 5 accounts. This is what the query should look like - `FIND {Acme} IN ALL FIELDS RETURNING Account(Id, Name) LIMIT 5`
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2. Show the accounts in this format - `Account Name - salesforceID`. Ask the user to confirm which account they are interested in.
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3. Get Gong Call IDs for the account - For the confirmed account, make a call to `executeSOQLQuery` to get all the Gong Call IDs. It should look like this - `SELECT XXX, YYY, ZZZ
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FROM Gong__Gong_Call__c
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WHERE Gong__Primary_Account__c = '<AccountId>'
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ORDER BY Gong__Call_Start__c DESC
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LIMIT 2
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`
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4. Pass in the callIds to `getTranscriptsByCallIds `
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# Trigger
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User says "Summarize call"
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# Steps
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Use both the transcripts and provide the following output
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## Account Name
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Print out the account name
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## Details of calls
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>Please list the calls for which you retrieved the transcripts along with their dates and attendees in this table format:
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>>Headers: <Title of Call>, <Date>, <Attendees>, <Gong URL>
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## Recommended Meeting Focus Areas:
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>Analyze the transcripts to identify themes, challenges, and opportunities. Based on this, generate a list of recommended focus areas for the next meeting. These should be actionable and specific to the client’s needs. Explain **why** each item should be a meeting focus.
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For each of the following insights, specify **which call and date** you sourced the insight from:
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### Metrics
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Quantifiable outcomes the customer is trying to achieve. These could be cost reduction, increased revenue, user growth, efficiency gains, etc. Look for KPIs or success measures mentioned.
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### Economic Buyer
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Identify if the true economic decision-maker was mentioned or involved. This includes titles, names, or hints at budget ownership or final authority.
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### Decision Criteria
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What are the key factors the customer will use to evaluate solutions? These could include price, performance, support, integrations, ease of use, etc.
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### Decision Process
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Describe how the customer plans to make the buying decision: stages, stakeholders involved, approval processes, timelines.
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### Paper Process
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Any mention of legal, procurement, compliance, or contract-related steps and timelines should be captured here.
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### Identify Pain
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Highlight the core business challenges the customer is facing, ideally in their own words. Understand what’s driving urgency.
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### Champion
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Is there someone internally who is championing our solution? Mention names, roles, or behaviors that indicate advocacy (e.g., “I’m pushing this internally”).
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### (Optional) Competition
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Mention any competing vendors, internal builds, or alternative solutions discussed.
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```
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In the above example, replace the query in (3) to retrieves the Gong Call IDs from your custom Salesforce object.
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You will now create 2 separate actions - one to connect to Salesforce and the other to connect to the middleware that calls the Gong APIs
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### OpenAPI Schema for Salesforce custom action
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Once you've created a Custom GPT, copy the text below in the Actions panel. Have questions? Check out [Getting Started Example](https://platform.openai.com/docs/actions/getting-started) to see how this step works in more detail.
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Below is an example of what connecting to Salesforce might look like. You'll need to insert your URL in this section.
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```javascript
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openapi: 3.1.0
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info:
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title: Salesforce API
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version: 1.0.0
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description: API for accessing Salesforce sObjects and executing queries.
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servers:
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- url: https://<subdomain>.my.salesforce.com/services/data/v59.0
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description: Salesforce API server
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paths:
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/query:
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get:
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summary: Execute a SOQL Query
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description: Executes a given SOQL query and returns the results.
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operationId: executeSOQLQuery
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parameters:
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- name: q
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in: query
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description: The SOQL query string to be executed.
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required: true
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schema:
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type: string
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responses:
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'200':
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description: Query executed successfully.
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/QueryResult'
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/search:
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get:
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summary: Execute a SOSL Search
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description: Executes a SOSL search based on the given query and returns matching records.
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operationId: executeSOSLSearch
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parameters:
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- name: q
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in: query
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description: The SOSL search string (e.g., 'FIND {Acme}').
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required: true
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schema:
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type: string
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responses:
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'200':
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description: Search executed successfully.
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/SearchResult'
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components:
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schemas:
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QueryResult:
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type: object
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description: Result of a SOQL query.
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properties:
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totalSize:
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type: integer
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description: The total number of records matching the query.
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done:
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type: boolean
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description: Indicates if the query result includes all records.
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records:
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type: array
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description: The list of records returned by the query.
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items:
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$ref: '#/components/schemas/SObject'
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SearchResult:
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type: object
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description: Result of a SOSL search.
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properties:
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searchRecords:
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type: array
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description: The list of records matching the search query.
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items:
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$ref: '#/components/schemas/SObject'
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SObject:
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type: object
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description: A Salesforce sObject, which represents a database table record.
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properties:
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attributes:
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type: object
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description: Metadata about the sObject, such as type and URL.
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properties:
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type:
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type: string
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description: The sObject type.
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url:
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type: string
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description: The URL of the record.
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Id:
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type: string
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description: The unique identifier for the sObject.
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additionalProperties: true
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```
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### Authentication instructions for Salesforce custom actions
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Please follow the steps shown in [GPT Actions library - Salesforce](https://cookbook.openai.com/examples/chatgpt/gpt_actions_library/gpt_action_salesforce#in-chatgpt)
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### OpenAPI Schema for the middleware that connects to Gong
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In this example, we are setting this up for an Azure Function that calls the Gong APIs. Replace `url` with your own Middleware URL
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```
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openapi: 3.1.0
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info:
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title: Call Transcripts API
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description: API to retrieve call transcripts and associated metadata by specific call IDs.
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version: 1.0.1
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servers:
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- url: https://<subdomain>.azurewebsites.net/api
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description: Production server
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paths:
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/callTranscripts:
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post:
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operationId: getTranscriptsByCallIds
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x-openai-isConsequential: false
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summary: Retrieve call transcripts by call IDs
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description: Fetches specific call transcripts based on the provided call IDs in the request body.
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requestBody:
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required: true
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content:
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application/json:
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schema:
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type: object
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properties:
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callIds:
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type: array
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description: List of call IDs for which transcripts need to be fetched.
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items:
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type: string
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||||||
|
required:
|
||||||
|
- callIds
|
||||||
|
responses:
|
||||||
|
'200':
|
||||||
|
description: A successful response containing the requested call transcripts and metadata.
|
||||||
|
content:
|
||||||
|
application/json:
|
||||||
|
schema:
|
||||||
|
type: object
|
||||||
|
properties:
|
||||||
|
requestId:
|
||||||
|
type: string
|
||||||
|
description: Unique request identifier.
|
||||||
|
records:
|
||||||
|
type: object
|
||||||
|
description: Metadata about the pagination.
|
||||||
|
properties:
|
||||||
|
totalRecords:
|
||||||
|
type: integer
|
||||||
|
description: Total number of records available.
|
||||||
|
currentPageSize:
|
||||||
|
type: integer
|
||||||
|
description: Number of records in the current page.
|
||||||
|
currentPageNumber:
|
||||||
|
type: integer
|
||||||
|
description: The current page number.
|
||||||
|
callTranscripts:
|
||||||
|
type: array
|
||||||
|
description: List of call transcripts.
|
||||||
|
items:
|
||||||
|
type: object
|
||||||
|
properties:
|
||||||
|
callId:
|
||||||
|
type: string
|
||||||
|
description: Unique identifier for the call.
|
||||||
|
title:
|
||||||
|
type: string
|
||||||
|
description: Title of the call or meeting.
|
||||||
|
started:
|
||||||
|
type: string
|
||||||
|
format: date-time
|
||||||
|
description: Timestamp when the call started.
|
||||||
|
duration:
|
||||||
|
type: integer
|
||||||
|
description: Duration of the call in seconds.
|
||||||
|
url:
|
||||||
|
type: string
|
||||||
|
format: uri
|
||||||
|
description: URL to access the call recording or details.
|
||||||
|
content:
|
||||||
|
type: string
|
||||||
|
description: Transcript content of the call.
|
||||||
|
'400':
|
||||||
|
description: Invalid request. Possibly due to missing or invalid `callIds` parameter.
|
||||||
|
'401':
|
||||||
|
description: Unauthorized access due to invalid or missing API key.
|
||||||
|
'500':
|
||||||
|
description: Internal server error.
|
||||||
|
```
|
||||||
|
|
||||||
|
|
||||||
|
*Are there integrations that you’d like us to prioritize? Are there errors in our integrations? File a PR or issue in our github, and we’ll take a look.*
|
||||||
@ -1895,3 +1895,13 @@
|
|||||||
- audio
|
- audio
|
||||||
- speech
|
- speech
|
||||||
|
|
||||||
|
- title: GPT Actions library - Salesforce & Gong
|
||||||
|
path: examples/chatgpt/gpt_actions_library/gpt_action_salesforce_gong.md
|
||||||
|
date: 2025-04-07
|
||||||
|
authors:
|
||||||
|
- girishd
|
||||||
|
tags:
|
||||||
|
- chatgpt
|
||||||
|
- gpt-actions-library
|
||||||
|
- chatgpt-productivity
|
||||||
|
|
||||||
|
|||||||
Loading…
x
Reference in New Issue
Block a user