A recorded call carries two contents nobody has ruled on
A recorded sales call holds the words of a client speaking to a salesperson, and the material used to judge that salesperson. Gong owns that dual purpose, since it exists to run a sales team before it exists to take notes. It summarises calls, tracks the themes that keep coming back, and feeds a sales management line.
Those two contents do not have the same standing inside a company. The summary of a call is knowledge anyone picking up the account can use. The recording belongs to a conversation, and the voice on it is a client who never agreed to have an AI read it back.
The connector settles this through what it asks for, rather than through a setting you would have to tick somewhere. It asks Gong for the insights Gong produces itself, and it never asks for the recording or its word-for-word text. The other recorded-meeting sources follow the same rule, each with limits of its own.
What a call goes through before it enters your Kastel
A call goes through four gates, in this order. The order matters as much as the gates do, because a call dropped at the second one never reaches the fourth.
The connector asks for a narrow list
It calls a single Gong function, the one that returns calls together with their insights, and it names exactly what it wants there: the brief, the key points, the highlights, the call outline, the topics discussed and the trackers you follow. The connector's client exposes no transcript function at all, so the verbatim stays out of reach, including for an administrator in a hurry.
A call with no insights is abandoned
A call from which Gong drew no brief, no key point, no highlight and no outline carries no durable knowledge. The connector abandons it without writing anything. A meeting title and two topic labels do not justify writing content of this sensitivity.
The private-content check reads exactly what would be written
The text put through the check is the text that would be written, character for character. A personal signal anywhere in that text drops the whole call. A work conversation that drifts for ten seconds onto someone's private life therefore does not come in half way.
The call is filed under a department, or it waits
The connector adds up the call's host and your internal attendees, resolves them to people in your organisation, then files the call under their department. When that sum does not land on a single department, the call is filed nowhere and waits for an administrator's decision.
The call's analysis, never the call
On a recorded call, the list of what is not read says more than the list of what is. Here are both, as the connector writes them.
The number of attendees comes in, the list of them stays out. Identities are used only to work out who may read the call, and they are never written into your Kastel.
Who reaches a call, and who never does
The host and your internal attendees form the starting audience. The connector counts every one of them, including those it cannot identify. An internal attendee whose identity does not resolve makes the audience unknown, and a call with an unknown audience is readable by nobody. The test runs on the number of internal attendees declared, never on the subset the connector managed to name.
A call where outside attendees outnumber your own takes the same route. It concentrates the most third-party speech, so it waits for an explicit decision, whatever its commercial value.
An administrator can attach a whole Gong workspace to a department. That attachment only applies to calls with no internal signal at all, the ones nobody in your organisation claims and where no outside party appears either. A broad call, or one turned towards the outside, never falls back on it.
A deleted call and a call that turns personal are handled differently
The difference is worth knowing before you connect anything, because it runs in two opposite directions. A call deleted in Gong is marked in your Kastel as gone at the source, and its content stays there, readable by the same people as before, until an administrator decides to erase it. A deletion can be accidental or answer a retention obligation, so it waits for a human decision, which is recorded.
A call that turns personal is handled the other way round, and at once. When a call already taken in is reclassified as private, or when Gong strips its insights, the copy already written is retired without waiting for anyone. Private content does not join a review queue.
Every call comes in marked at the highest sensitivity level in the catalogue, which restricts the destinations its content may go out to. That marking does not decide who may read the call, which remains the job of filing it under a department. And nothing goes back to Gong, where Kastel creates, changes and deletes nothing. An opportunity discussed on a call lives elsewhere, and the Salesforce page explains how a record is filed there.
What this connector does not do
It does not give back what was said. An AI plugged in works on the summary Gong produced, with Gong's own approximations. It can neither quote a client's exact sentence nor check a word against the recording, and a question that needs the verbatim has no answer down this path.
It does not reach back through your whole call history. The default trailing window covers the last 180 days and is set at connection time. An older call does not come in, and a call already taken in that ages out of the window stops being checked against the source, so a late deletion is no longer detected on it.
It selects only the content insights of a call. The activity statistics and the scoring Gong builds around a call are never requested, so they stay in Gong. A sales director hoping to have an AI comment on those indicators will not find them here.
Connecting is an administrator's job. It needs a key and its secret created in your Gong account, plus your Gong region's address when your instance does not sit on the default one. When you name a specific workspace, the connection refuses to install if the connected account does not expose it, which stops a key being attached to the wrong tenant.
Let us talk about your calls before you connect a single one.
A recorded client call is the kind of source where a conversation beats a web page. Tell us what your teams expect from their calls, and we will tell you plainly what will come in and what will stay out.
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