Purpose:
The purpose of this article is to provide information to Outreach admins in mapping call tasks between Outreach and Salesforce.
Intended Audience:
- Outreach Admins
Notes:
- Calls created in Outreach have a default disposition of Call - No Answer. 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 sent 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."
Plugin Settings
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.
- Access the Outreach Platform.
- Access the Plugins landing page.
- Click on the Salesforce Instance.
- On the Types landing page, click the Task Outreach Call Object.
- Click to enable the Automatically push changes to Salesforce option.
- 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 AllOutreach 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.
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:
| 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 ID | Enterprise FUP Sequence - VP | Outreach will attribute a task to the most recently finished sequence if the task is not associated with an active 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:
|
| 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. |
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 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.
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.
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