Workflow Action: Log External Call

This feature enhances your CRM capabilities by allowing you to log external calls through workflows! It streamlines the tracking of customer interactions, ensuring that all external calls are automatically recorded in your CRM. Let’s explore how to make the most of this feature.

Benefits of Logging External Calls

• Comprehensive Interaction Records: Keep a complete record of all customer interactions, including external calls, in one centralized location.

• Enhanced Customer Insights: Logging all calls provides valuable insights into customer behavior and preferences, allowing for more personalized service.

• Seamless Access to Call Data: Easily access call logs and recordings directly from the contact’s profile in the CRM, facilitating better follow-ups and customer relationship management.

Step-by-Step Setup

Step 1: Setting Up the Workflow

• Navigate to the Workflow Section:

  1. Go to the Automation menu on the left side of your dashboard.

  2. Click on Workflows at the top of the page.

  3. Create a new workflow or select an existing one to integrate this action.

• Add the Inbound Webhook Trigger:

  1. Click on Add New Trigger.

  2. Type “Inbound Webhook” into the search bar and select the trigger.

  3. This generates a URL that needs to be configured in your external calling software. After configuring, fetch some sample data and click Save Trigger.

Step 2: Configuring Webhook Triggers
The inbound webhook trigger allows your CRM to capture call details from third-party calling software. Ensure proper integration of this webhook for seamless data transfer.

Step 3: Creating Conditional Branches

• Add an If-Else Condition:

  • Click the Plus (+) icon, type “If” into the search bar, and select If-Else.

  • Create two branches: one for Inbound Calls and one for Outbound Calls.

• Add the Create Contact Action:
  After setting up branches for inbound and outbound calls, include the Create Contact action to identify contacts based on phone numbers from the webhook.

  • Mapping the Phone Field:

    • For the Inbound Call Flow, map it to the From Number.

    • For the Outbound Call Flow, map it to the To Number.

This setup will help identify or create the contact based on the specified phone number.

Step 4: Configure the Action

• Select the Log External Call action within the workflow.

• Pass all relevant call details, including:

  • Call direction (inbound or outbound)

  • Phone number of the receiver for inbound calls

  • Phone number of the dialer for outbound calls

  • Call recording (if available)

Note: Use the direction field from the Inbound Webhook Trigger option.

• Updating Field Values:
  For each field—Direction, Date, To, From, Call Status, and Attachment—update the corresponding values by clicking the custom values icon and selecting Inbound Webhook Trigger.

Mandatory Details:
Make sure to provide the call direction and phone numbers, as these are essential for logging the call.

Display in CRM

The logged call will appear in the Conversations section of the contact’s profile, allowing for easy review of all interactions with that contact.

FAQs on Logging External Calls Using Workflows

1. What does the feature of logging external calls using workflows do?
   This feature enables automatic logging of external calls in your CRM through workflows, ensuring that all interactions are recorded and easily accessible.

2. How can I log an external call in the CRM?
   To log an external call:

   • Use the Inbound Webhook Trigger to initiate the workflow based on external events (incoming or outgoing calls).

   • Select the Log External Call action and input relevant call details.

3. What details are required to log an external call?
   The mandatory details include:

   • Call direction (inbound or outbound)

   • Phone number of the receiver for inbound calls

   • Phone number of the dialer for outbound calls

4. How do I set up the "Create Contact" action in the workflow?
   After creating branches for inbound and outbound calls, add the Create Contact action to identify contacts based on phone numbers:

   • Inbound Call Flow: Map the Phone field to the From Number.

   • Outbound Call Flow: Map the Phone field to the To Number.

5. How do I update field values in the workflow?
   Update the values for each field—Direction, Date, To, From, Call Status, and Attachment—by clicking on the custom values icon and selecting Inbound Webhook Trigger.

6. Where can I view the logged calls in the CRM?
   Logged calls will be displayed in the Conversations section of the contact’s profile, providing a consolidated view of all interactions.