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About the Log External Call Workflow Action

The Log External Call workflow action allows you to record calls made through third-party calling systems directly into your CRM. This helps centralize all communication history for better tracking and management. You can also include call recordings, which will appear in the contact's Conversations section.

How to Use the Log External Call Action

To use this action effectively, set up a workflow with an Inbound Webhook trigger. This trigger generates a webhook URL that your calling system can use to send call details whenever a call occurs.

Step 1: Configure the Inbound Webhook Trigger

Start by creating a workflow and adding an Inbound Webhook trigger. This provides the endpoint URL your external system will call.

Step 2: Create Branches for Inbound and Outbound Calls

Add an If/Else branch after the trigger, using the direction field (available from the Inbound Webhook Trigger options) to separate inbound and outbound call flows.

Step 3: Add the Create Contact Action

In each branch, add a Create Contact action to identify or create the contact associated with the call. Map the phone number fields as follows:

For inbound calls: Map the Phone field to the From Number
For outbound calls: Map the Phone field to the To Number

Step 4: Add the Log External Call Action

After the Create Contact action, add the Log External Call action. For each field (Direction, Date, To, From, Call Status, and Attachment), set the value by clicking the custom values icon and selecting the corresponding data from the Inbound Webhook Trigger.

Step 5: Publish the Workflow

Once published, external calls will be logged in the CRM and visible in the contact's Conversation section. Call recordings passed via the webhook will also be displayed there.