log calls/texts in salesforce

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  • Updated 1 year ago
Our customers are very savvy, so we depend on text a lot. I assumed that the SalesForce integration would log calls, texts, etc in Salesforce. I just did the implementation today, and was very sad to learn that does not happen. Ideally, every call, text, missed call, etc should be logged as an activity in SF with the actual text message, voicemail transcription, etc. Otherwise, there is no way to track a conversation. I can't keep every text conversation active. We have to delete them at some point - otherwise, I'll end up with thousands and it is cumbersome to try to know what is "handled" and what is still pending. Another option would be to be able to keep/archive conversations (especially text) in folders somewhere, so data is not lost.
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Posted 2 years ago

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Saadet, Employee

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Hi there! We are actually in the process of a beta that I think would help you with logging SMS/Calls :)

Now the logging of voicemail transcriptions is on our Product Team's backlog and they're looking at possibly adding it to the roadmap sometime next year (all depending upon pressing priorities like bug fixes, etc.)