We're excited to announce significant improvements to our server-side call logging feature, designed to make your call tracking more accurate, real-time, and easier to manage across your organization. These updates are a direct result of valuable feedback from our beta testers – thank you for helping us refine this critical capability!
Addressing Past Challenges
Previously, our goal was to accurately assign the owner of an activity record to the agent who made or received the call. While well-intentioned, our initial approach of looking up the agent and using their credentials to create the record proved to be a bit brittle. More importantly, it meant that everyone in your organization had to connect to their CRM via App Connect for the feature to work, which we know can be a significant hurdle in larger companies.
A Simpler, More Powerful Solution
Our new solution takes a much simpler, yet more powerful, approach. Here's what's changing:
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Real-time Logging: Get even closer to real-time insights into your call activities.
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Accurate Ownership & Access Control: We're introducing a more robust way to accurately record the owner of a logged activity. This means your company's access control policies will be consistently enforced.
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Turn-Key Enablement: Admins will soon be able to enable server-side call logging across their organization with much greater ease, without requiring every single user to install App Connect first.
The key to these improvements lies in how we establish ownership. Instead of relying on individual agent credentials, admin credentials will now be used to log calls, with note ownership established via the API. This streamlines the logging process and removes the dependency on individual user CRM connections.
Introducing the findUserInfo Interface
To make this possible, we're adding a new interface for adapters: findUserInfo. This interface will receive user information (specifically a phone number) from App Connect. Your adapter will then be expected to find the corresponding user and return their userID. This crucial addition allows App Connect to assign both incoming and outgoing calls to the correct user, even if they haven't yet signed into App Connect!
We believe these changes will provide a much more seamless and effective server-side call logging experience for everyone. We appreciate your continued partnership as we work to enhance our platform.