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."
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.
- Access the Outreach Platform.
- Access the CRM Integration Settings.
- Click on the Salesforce Instance.
- On the CRM Sync landing page, click the Task <> Call object.
- Click to enable the Automatically push changes to Salesforce option.
- 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.
- 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.
© 2023 Outreach.io