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Outreach Advanced Task Mapping Settings for Call Tasks

Chris
Updated

Objective

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

Applies To

  • 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 creating a disposition called "no answer."
  • When enabling Advanced Task Mapping and using it in preference to Standard Task Mapping (STM) for calls with Outreach, you must disable the 'Advanced settings' -> 'Calls' checkbox in both the 'Lead <> Prospect' and 'Contact <> Prospect' configurations to prevent duplicate activity submissions to your CRM.

Procedure

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. 

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.

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.

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 Information

Outreach University - Salesforce Plugin for Admins

Outreach Advanced Task Mapping FAQs

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