Outreach Advanced Task Mapping Settings for Call Tasks

Purpose:

The purpose of this article is to provide information to Outreach Admins in mapping Outreach call tasks to Salesforce.

Intended Audience:

• Outreach Admins

Notes:

• Calls created in Outreach have a default disposition of Call - No Answer if a User does not log a call. This field is not visible to Users but is populated as it is a required field for calls upon creation. Preventing calls with the disposition of Call - No Answer from pushing to Salesforce, prevents calls from being synced to a CRM before a User has logged the call. 
• If not blocked, duplicate calls may be pushed to Salesforce, or additional API calls may be used to update the field. To add a disposition to indicate calls were not answered, Outreach recommends to create a disposition called "no answer."
• The CRM Sync experience listed here includes both the Classic Plugin experience and the new Enhanced CRM Sync Experience which is currently in Beta. For instructions on the Enhanced CRM Sync Experience, see section Enhanced CRM Sync Beta.

Classic Plugin

When enabled, Advanced Task Mapping for Call Tasks creates a Call Task on the Lead or Contact record in Salesforce. Based on the Plugin settings, when the Call Task is marked as complete in Outreach, the corresponding task will be marked complete in Salesforce. 

1. Access the Outreach Platform.
2. Access the CRM Plugin Settings. 
3. Click on the Salesforce Instance.
4. On the Types landing page, click the Task <> Call object.
   
5. Click to enable the Automatically push changes to Salesforce option.
6. Click to enable the Create new Tasks option and configure the Outbound Create options as described in the table below depending on the organization's workflow:

   Configuration

   Result

   State Changed At Is Not Empty Prospect Is Not Empty Call Disposition Name Is Not Call-No Answer Conditions set to All

   Outreach will push the call activity to the corresponding Lead/Contact record in Salesforce, provided that the Lead/Contact record exists and that the call activity has moved to a finished state.  Note: Call - No Answer prevents syncing calls that are in a temporary back-end stage in Outreach. Calls with no call disposition (i.e. calls not logged by the User) will have a Call - No Answer disposition value. This condition prevents calls without a disposition (i.e. calls not logged by the User) from syncing to Salesforce.

   
   
   

With the applicable toggles enabled, you'll be able to map new fields on the task object in your CRM. The new mappings that are available include:

Note: There is no need to alter any advanced field mapping options for any of these fields. Outreach has added the necessary advanced field options for you -- making changes to Advanced Field Mappings can prevent data from syncing correctly or delete data being loaded into the 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.

Finally, it is important to turn off the Calls toggle on the Lead and Contact Sync Settings for messages within the messages and events settings. This will prevent duplicate call tasks from being created.

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.

Enhanced CRM Sync Beta

When enabled, Advanced Task Mapping for Call Tasks creates a Call Task on the Lead or Contact record in Salesforce. Based on the Integration settings, when the Call Task is marked as complete in Outreach, the corresponding task will be marked complete in Salesforce. 

1. Access the Outreach Platform.
2. Access the CRM Integration Settings. 
3. Click on the Salesforce Instance.
4. On the CRM Sync landing page, click the Task <> Call object.
   
5. Click to enable the Automatically push changes to Salesforce option.
6. Click to enable the Create new Tasks option and configure the Updates Salesforce options as described in the table below depending on the organization's workflow:
   

   Configuration

   Result

   State Changed At Is Not Empty Prospect Is Not Empty Call Disposition Name Is Not Call-No Answer Conditions set to All

   Outreach will push the call activity to the corresponding Lead/Contact record in Salesforce, provided that the Lead/Contact record exists and that the call activity has moved to a finished state.  Note: Call - No Answer prevents syncing calls that are in a temporary back-end stage in Outreach.  Calls with no call disposition (i.e. calls not logged by the User) will have a Call - No Answer disposition value.  This condition prevents calls without a disposition (i.e. calls not logged by the User) from syncing to Salesforce.

7. With the applicable checkboxes enabled, 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	Identifies the Call ID in Outreach used in this communication.
   Answered At	2016-10-13T17:41:02+00:00	Identifies the time when the call was answered.
   Attributable Sequence Name	Sequence Name	Outreach will attribute a task to the most recently finished sequence if the task is not associated with an active Sequence.
   Attribute Sequence ID		Stores the ID of the Sequence.
   Call Duration	90	Identifies the total number of seconds the call lasted.
   Call Purpose Name	Introduction Call	Identifies the purpose of the call as set by the Outreach Admin.
   Completed At	2016-10-12T22:54:17+00:00	Identifies the date and time an answered call was completed.
   Call Direction	Outbound	Identifies if the call was inbound or outbound.
   Call Disposition Name	Call-Connect	Identifies the call disposition name as created by the Outreach Admin.
   From	16502156886	Identifies the number the call was dialed from.
   Note	Went well	Identifies any call notes added to the call when logged.
   Is Outbound	TRUE	Boolean
   Recording URL	[example URL]	Identifies the Twilio Recording URL if applicable. Note: The applicable Salesforce field must be added to Salesforce in order to correctly map this field in Outreach.
   Retain Recording	TRUE	Identifies if a user wants to retain the recording after a call was made.
   Sequence ID	12	Identifies the ID of the sequence the cal task was initiated from.
   Sequence Name	Enterprise FUP Sequence - VP	Identifies the name of the sequence the call task was initiated from.
   State	no_answer	Identifies the call state value such as: Ringing No Answer Failed Completed Canceled Busy
   State Changed At	2016-10-14T21:24:12+00:00	Identifies the date and time when the call state was last changed.
   To	16505758368	Identifies the number the call was placed to.
   User Call Type	Bridge	Identifies the method used to initiate the call: VOIP (Computer-based) or Bridge (Phone).
   Sequence Step Number	1	Identifies the step number of the sequence where the call task initiates.
   Should Record Call	FALSE	Identifies if the Outreach users opted to record the call prior to connecting with the Prospect.
   Prospect	Donald Duck (Lead/Contact)	Identifies the corresponding Lead/Contact value.
   User	Janeway (Outreach user)	Maps to a specific Outreach user in the CRM.
   Custom Template	[Outreach] [Email] [Out] {{subject}} can be synced to the Subject field of the Task in the CRM.	Users can access advanced settings and add custom values such as variables to sync to the CRM

Note: There is no need to alter any advanced field mapping options for any of these fields.  Outreach has added the necessary advanced field options for you -- making changes to Advanced Field Mappings can prevent data from syncing correctly or delete data being loaded into the 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.

Finally, it is important to turn off the Calls checkbox on the Lead and ContactSyncSettings for messages within the messages and events settings. This will prevent duplicate call tasks from being created.

When you've enabled the appropriate toggles in the integration, you'll be able to map new fields on the task object in your CRM.

Additional Resources:

Outreach University - Salesforce Plugin for Admins

Outreach Advanced Task Mapping FAQs