Uses

Leveraging workflows allows you to log external calls to the CRM. This makes it easier than ever to maintain comprehensive records of your customer interactions, enhancing your ability to manage and analyze communication data.

Step 1: Setting Up the Workflow

Navigate to the Workflow Section:
- Go to the Automation menu on the left side of your dashboard.
- Click on Workflows at the top of the page.
- Create a new workflow or select an existing one to integrate this new action.
Add the Inbound Webhook Trigger:
- Click on Add New Trigger.
- Type “Inbound Webhook” into the search bar and select the trigger.
- This will generate a URL that you need to configure in your external calling software. Once configured, fetch some sample data and hit Save Trigger.

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Step 2: Configuring Webhook Triggers

The inbound webhook trigger lets your CRM capture call details from your third-party calling software. Make sure to integrate this webhook correctly to ensure 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.

After setting up two branches for Inbound and Outbound calls, add the "Create Contact" action. This action will help identify the contact based on the phone numbers provided in the webhook.

In the "Create Contact" action, map the Phone field as follows:

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 ensure that the contact is created or identified 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: direction field can be used from Inbound Webhook Trigger option

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:
- Ensure that the call direction and the phone numbers are provided, as these are mandatory for logging the call.
Display in CRM:
- The logged call will be displayed in the conversations section of the contact’s profile. This provides an easy way to review all interactions with a particular contact.

Benefits of Logging External Calls

Comprehensive Interaction Records:
- Maintain a complete record of all customer interactions, including external calls, in one centralized location.
Enhanced Customer Insights:
- By logging all calls, you can gain valuable insights into customer behavior and preferences, enabling more personalized service.
Seamless Access to Call Data:
- Quickly access call logs and recordings directly from the contact’s profile in the CRM, facilitating better follow-up and customer relationship management.

FAQs on Logging External Calls Using Workflows

1. What does the feature of logging external calls using workflows do?

This feature allows you to automatically log external calls in your CRM by using workflows. It streamlines tracking customer interactions, ensuring that all external calls are recorded and accessible in your CRM.

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

To log an external call, follow these steps:

Trigger the Workflow: Use the "Inbound Webhook Trigger" to start the workflow based on external events like incoming or outgoing calls.
Configure the Action: Select the "Log External Call" action and pass relevant call details, including the call direction, phone numbers, and call recording (if available).

3. What details are required to log an external call?

Mandatory details for logging an external call 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 the contact based on the phone numbers provided in the webhook:

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?

For each field—Direction, Date, To, From, Call Status, and Attachment—update the values 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 appear in the conversations section of the contact’s profile. This section provides a consolidated view of all interactions with a particular contact.