The "Log External Call" workflow action enables users to document calls made through third-party calling tools within the CRM system. As stated in the guide, this action helps "log calls from third-party calling tools into the CRM" and ensures "all your communication details are centralized within the CRM for better tracking and management."
1. Configure the Inbound Webhook Trigger
Set up the trigger first—this provides the webhook URL needed to share call details when calls occur in your calling system.
2. Create Conditional Branching
Add an If/Else branch using the direction field to separate inbound and outbound call flows. The direction field is accessible from the Inbound Webhook Trigger option.
3. Add Create Contact Action
This step identifies which contact receives the logged call by matching phone numbers from the webhook data. Map the Phone field to either "From Number" (inbound) or "To Number" (outbound).
4. Configure Log External Call Action
Map these fields from your Inbound Webhook Trigger data:
5. Publish and Monitor
Once the workflow is published, "external calls will be logged in the CRM and visible in Conversation section of the contact."