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Workflow Actions - Log External Call

Overview​

With the Log External Call action in Stack, you can seamlessly integrate external calls from third-party calling tools into your CRM. This feature centralizes all communication details, enhancing tracking and management. Additionally, you can include call recordings, which will be visible in the Conversations section of the contact's profile.

Action Name​

Log External Call

Action Description​

This action is pivotal for keeping a comprehensive record of communications. It helps track interactions and ensures that your team is always informed about the status of customer relationships. By implementing this action, businesses can boost their customer relationship management efforts and refine their communication strategies.

How to Configure​

To use this action effectively, pair it with the Inbound Webhook Trigger. This trigger provides a webhook URL that you can call to share call details whenever a call occurs in your calling system.

Configuring the Inbound Webhook Trigger​

  1. Set Up the Trigger: Obtain the webhook URL from the Inbound Webhook Trigger to start capturing call data.
  2. Branching Calls:
    • Add an If/Else Branch using the direction field to differentiate between inbound and outbound call flows.
    • Note: The direction field is accessible from the Inbound Webhook Trigger options.
  3. Create Contact Action:
    • Establish two branches for inbound and outbound calls.
    • Use the Create Contact Action to identify the contact by mapping phone numbers from the webhook.
    • In inbound call flow, map the Phone field to "From Number."
    • In outbound call flow, map the Phone field to "To Number."
  4. Log External Call Action:
    • Add the Log External Call action.
    • For each field—Direction, Date, To, From, Call Status, and Attachment—update the values by clicking the custom values icon and selecting the Inbound Webhook Trigger.

Once your workflow is published, external calls will be logged in the CRM, making them accessible in the Conversations section of the contact's profile.