By utilizing this workflow action, you can log external calls made through third-party calling tools into the CRM. This helps centralize all your communication data, improving tracking and management. Additionally, you can upload call recordings, which will be accessible in the Conversations section of the contact.
This action can be effectively utilized with the Inbound Webhook Trigger. This trigger gives you a webhook URL that you can use to send call details whenever a call occurs in your calling system.
Once the trigger is configured, add the If/Else branch with a direction field to separate inbound and outbound flows.
Note: direction field can be accessed from Inbound Webhook Trigger option
Once you have set up two branches for Inbound and Outbound calls, include a “Create Contact Action.” This will help identify the contact to associate the call with by using the phone numbers provided in the webhook.
In Create Contact Action, map the Phone field to “From Number” in Inbound call flow and “To Number” in the Outbound call flow. This will create/identify the contact associated with the given phone number.
Post this, Add the Log External Call action.
For each field, Direction, Date, To, From, Call Status and Attachment, update the related values by clicking on custom values icon > Inbound Webhook Trigger.
Once the workflow is published, external calls will be logged in the CRM and visible in the Conversation section of the contact.
Call recordings can also be passed to the CRM and will be shown within the Conversation.
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