How it works
- Connect with an API key. Under Feedback sources in Settings → Integrations, an admin pastes a Gong access key and its secret, plus your Gong API base URL if your account uses a dedicated one.
- Crumb pulls new calls. Each sync lists calls since the last run, 90 days back on the first one, and fetches their transcripts.
- AI finds the requests (Cloud). On the Team plan and up, Crumb's AI reads the transcript and pulls out each distinct feature request, bug, or complaint, so one call can yield several. Scheduling, pricing talk, and small talk are dropped.
- Matches fold in, the rest waits for you. A request that closely matches an existing item becomes an internal note on it, with a link to the call. Everything else waits in Needs triage, because Gong calls reach Crumb without a customer email to pick the account from.
- You map each request. Choose the account, type, and title, and it becomes an item weighted by that account's ARR. Or dismiss it.
What syncs
| What | Direction | When |
|---|---|---|
| Call transcript | Gong → Crumb | Each sync, once per call |
| Call link | Gong → Crumb | In the note when a request matches an existing item |
| Participants and their emails | Not synced | You choose the account during review |
| Anything from Crumb | Not synced | Nothing is written to Gong |
One limit to know: Crumb's AI reads the first 8,000 characters of each transcript, so requests made late in a long call can be missed. Without the AI, on self-host or once the monthly allowance runs out, each call lands in Needs triage as one record with its full transcript. A large backlog comes in over several runs, each one picking up where the last stopped, and each call is read once, so a later sync never files it twice.
Setup
Crumb Cloud: on the Team plan and up, paste the access key and secret under Feedback sources in Settings → Integrations. Transcript analysis is included and counts toward your monthly AI allowance.
Self-hosted: the same credentials, with nothing to register. Without the Cloud AI, every call arrives as a full transcript for someone to read and map, so Gong is much more useful on Cloud. Schedule pulls by calling POST /api/v1/internal/feedback-sync from a cron with your sweep secret (hourly suits call volume), or press Sync now.
Other feedback sources
Crumb pulls from Intercom, Zendesk, and Freshdesk the same way, and every source lands in the same inbox as your widget feedback.
Frequently asked questions
Why doesn't Crumb create items from Gong calls automatically?
Gong calls reach Crumb without a customer email, so Crumb can't safely choose the account on its own. Requests wait in Needs triage for you to map, unless they match an existing item, in which case they're added to it as a note.
Does Crumb read the whole call?
On Cloud, the AI reads the first 8,000 characters of each transcript, so requests late in a long call can be missed. On self-host, the full transcript lands in Needs triage.
Does Crumb email the customers on the call?
No. Automatic updates only go to people who sent feedback through Crumb's widget. Follow up with call participants the way you normally would.
Which Gong credentials do I need?
A Gong API access key and its secret, which a Gong admin can create. If your Gong account shows a dedicated API base URL, paste that too; otherwise Crumb uses https://api.gong.io.