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Standard Task Mapping Overview

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Chris
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Purpose: 

The purpose of this article is to provide direction to Outreach Admins in customizing the subject line of activities that post to a CRM. 

Intended Audience: 

  • Outreach Admins

Notes: 

  • Outreach retains the [Outreach] tag on all activities posted to a CRM to assist admins in identifying which user/system is responsible for posting that activity. 
  • Outreach uses the [App], [Gmail/Mobile], [Office365/Mobile], or [Exchange/Mobile] tags as applicable for the email service designation to reinforce the messages initiated from or were received at the regular inbox. 
  • Activity titles must be configured on the Contact and Lead objects separately. Outreach recommends if setting up these activities on both the Lead and Contact objects, to confirm the activities and the corresponding settings, mirror one another.

Procedure

  1. Access the Outreach Platform.
  2. Access the CRM Sync.
  3. Click the applicable object type in the list.
    Note: Only the Lead and Contact objects have the option of customizing activity subject lines.
  4. Click on the Advanced settings tab.
  5. Under the Messages & Events section, click to enable the activity to post to the CRM. 
  6. Click the Settings icon (gear) to the right of the activity.
    Note: Activities that have been customized appear with a blue Settings icon (gear).
  7. Click to enable the Customize Title option on the Advanced Settings dialogue window.
    Note: Common activities to customize are messages, calls, and generic tasks.
  8. Input the string value in the Customize Title field as illustrated in the table below.
    Note: The following table illustrates some common customization and is intended as a guide.

    Message & Event Activity

    Common String Values

    Inbound Messages

    [Outreach] [Activity:Email] [Direction: In] [Source: Gmail/Mobile] [Sequence: {{sequence_name}}] [Step:#{{sequence_step}}] [Subject: {{message_subject}}]

    Outbound Messages Sent within Outreach

    [Outreach] [Activity: Email] [Direction: Out] [Source:App] [:{{auto_manual}}] [Sequence:{{sequence_name}}] [Step: #{{sequence_step}}] [Subject:{{message_subject}}]

    Outbound Messages sent outside Outreach

    [Outreach] [Activity: Email] [Direction: Out] [Source: Gmail/Mobile] [Manual] [Subject:{{message_subject}}]

    Message Opens

    [Outreach] [Activity: Email] [Action: Opened] [Sequence: {{sequence_name}}] [Step:#{{sequence_step}}] [Subject: {{message_subject}}]

    Message Clicks

    [Outreach] [Activity: Email] [Action: Clicked] [Sequence: {{sequence_name}}] [Step:#{{sequence_step}}] [Subject: {{message_subject}}]

    Notes

    [Outreach] [Other] {{note_type}}

    Completed Tasks

    [Outreach] [Activity: Task] [Sequence: {{sequence_name}}] [Step:#{{sequence_step}}] [Action: {{task_title}}]

    Calls

    [Outreach] [Call] [{{call_direction}}] [{{call_disposition}}] {{call_title}}
  9. Click Done and click Save.

The customization appears for the selected activity when posted to the CRM.

Titles of Outreach Activities in Salesforce

An example of an email posted as a Task with the schema described above: 

 

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