Workflow Action - Log External Call

Learn how to use the Log External Call workflow action in Stack to log calls from third-party calling tools directly into your CRM.

What is the Log External Call Action?

The Log External Call action allows you to record calls made through third-party calling tools into your Stack CRM. This feature centralizes all your communication details, enhancing tracking and management. Additionally, you can include call recordings, which will be accessible in the Conversations section of a contact’s profile.

How to Use the Log External Call Action

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

Configuring the Inbound Webhook Trigger

1. Set Up the Trigger: Configure the Inbound Webhook Trigger to receive call data.

2. Branching Calls: Use the If/Else branch with the direction field to distinguish between inbound and outbound call flows.

   • Note: Access the direction field from the Inbound Webhook Trigger options.

3. Create Contact Action: Add this action to identify the contact associated with the call using phone numbers provided in the webhook.

   • Map the Phone field to “From Number” for inbound calls and “To Number” for outbound calls to create or identify the contact.

4. Add Log External Call Action: Include this action to log the call details.

   • Update the fields: Direction, Date, To, From, Call Status, and Attachment by selecting custom values from the Inbound Webhook Trigger.

Once your workflow is published, external calls will be logged in your CRM and displayed in the Conversations section of the contact. Call recordings can also be integrated and will appear within the Conversations.