Can I log call activity to a custom object in Salesforce?

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I have a number of custom object in our Salesforce org. Is it possible to save the call activity on one of these custom objects? Additionally, is it possible to do a lookup within the RingCentral app? For example, an inbound call comes in and it find the associated Account. Then, is it possible to create a lookup field where it finds any child objects under that Account (e.g., Cases or Opportunities) and then associate the call with the child object?
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Derek Martin

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Posted 2 years ago

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Jitender Kumar, Director Application Development

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Hello Derek, 
  • Yes it is possible to attach an activity to custom object. It will be available under the second drop down in the app. 
  • Yes it is possible to lookup custom object provided you have a phone field on the custom object. You will have to edit Salesforce Softphone layout to add your custom object in the look up
  • You can not do hierarchical search as you pointed out but you can add all child objects in Softphone layout as mentioned about and you can open that object directly. 
Refer to page #7 for Softphone Layout changes in Admin Guide
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Austin McKnight

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I am in the mortgage business so my custom object is "Loans" issue I have is although I have the Borrowers name, phone number, and email pulling into the loan. The phone number is not in a "Phone" field therefore RC application is not finding it. How would I over come this? I tried to input a formula into a Phone Field but would not seem to work. 
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Jessica - Community Moderator, Official Rep

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Hi Austin, 

Speculating here since we cannot see your exact settings, but maybe the phone field you created on the Loans object is not the right type. Per the documentation in the admin guide, the field types supported in Call Log are Lookup Relationship, Date, Date/Time, Picklist, Text and Text Area. If the field type isn't one of those, then it would fail. 

I would really recommend opening a ticket so someone can work with you directly on this issue. When you open a ticket specify that you want to work with the Integrations Team and Support will route it appropriately :)