When enabled, Advanced Task Mapping for call tasks will create a call task on the lead or contact record in your CRM. Based on the plugin settings (outlined below), when the call task is marked as complete in Outreach, the corresponding task will also be marked as complete in your CRM.
As a reminder, In the Task <> Call mapping object, you’ll want to have the following options toggled ON in the task call task object in the plugin, including the conditions found under "Outbound Create". The conditions that should be added to the outbound create field are:
- State Changed At is not empty
- Prospect is not empty
- Call Disposition Name is not Call - No Answer
Note: Make sure you change the outbound create conditions from the default "Any" to "All". This can be accomplished by clicking on the word "any" on the conditions so that it changes to "all".
When you've enabled the appropriate toggles in the plugin, you'll be able to map new fields on the task object in your CRM.
Field Mapping Note: It is recommended that you change the default field mapping "Completed At <> Due Date only" to "State Changed at <> Due Date Only" for the most accurate reporting in your CRM. This helps to capture calls that were not completed, such as when a User ends the call before reaching Voicemail or a live person.
When you've enabled the appropriate toggles in the plugin, you'll be able to map new fields on the task object in your CRM. The new mappings that are available include:
|Field Name||Sample Value||Description|
|ID||40||Call ID in Outreach|
|Answered at||2016-10-12T22:52:47+00:00||The time when a call was picked up|
|Attributable Sequence ID||Enterprise FUP Sequence - VP||Outreach will attribute a task to the most recently finished sequence if the task isn't associated with an active sequence|
|Call duration (HH:MM)||0:00:15||Hour:Minute:Seconds|
|Call duration (seconds)||90||Total number of seconds|
|Call purpose name||Introduction Call||Call purpose set by Outreach admin|
|Completed at||2016-10-12T22:54:17+00:00||The time an answered call was completed.|
|Call direction||Outbound||Inbound or Outbound|
|Call disposition name||Call-Connect||Disposition name created by Outreach admin|
|From||16502156886||Number dialed from|
|Note||went well||Call notes|
|Recording URL||Twilio Recording url|
|Retain recording||TRUE||When a user wants to retain the recording after a call was made|
|Sequence ID||12||Which sequence was the call task from?|
|Sequence name||Enterprise FUP Sequence - VP||Which sequence was the call task from?|
|State||no_answer||State of a call, possible values are: ringing, no answer, failed, completed, cancelled, busy|
|State changed at||2016-10-04T21:09:51+00:00||The last time the state was changed|
|User call type||Bridge||VOIP or Bridge|
|Sequence step number||1||Which step was the call task|
|Should record call||FALSE||Did the Outreach user choose to record the call prior to dialing?|
|Prospect||Mickey Mouse (Lead/Contact)||Lookup to the corresponding lead/contact|
|User||Donald Duck (Outreach user)||Map to a specific user in your CRM|
Important Note: There is no need to alter any advanced field mapping options for any of these fields. We have already added the necessary advanced field options for you -- making extraneous changes to Advanced Field Mappings can prevent data from syncing correctly or even accidentally wipe out data being loaded into your CRM!
Finally, it is important to turn off the toggle on the Lead and Contact Sync Settings for messages within the "messages and events" settings. This will prevent the duplicate call tasks from being created.