This feature enhances your CRM capabilities: the ability to log external calls using workflows! It streamlines the process of tracking customer interactions, ensuring that all external calls are automatically recorded in the CRM. Let's dive into the details of this update and how you can make the most of it.
Uses
You can log external calls to the CRM by leveraging workflows. This makes it easier than ever to maintain comprehensive records of your customer interactions, enhancing your ability to manage and analyze communication data.
How to Log External Calls Using Workflows
To log an external call, follow these steps:
Trigger the Workflow:
Use the "Inbound Webhook Trigger" to initiate the workflow. This allows the system to respond to external events, such as incoming or outgoing calls from your phone system.
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)
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:
Easily access call logs and recordings directly from the contact’s profile in the CRM, facilitating better follow-up and customer relationship management.