Changing a business phone number is rarely straightforward. It's usually tied to your brand, familiar to clients, and printed across promotional materials. A CRM-connected phone number offers real advantages though, including tracking and logging calls with the Log External Call action. Connecting your phone system via a webhook means you keep your existing number while managing calls seamlessly within the CRM.
How to Set It Up?
Head to the "Workflows" Tab inside the "Automation" section and "Create a New Workflow".
Click "Add New Trigger" search and select "Inbound Webhook".
Copy the webhook link and add it to your phone provider, then click "Fetch Sample Requests". This lets you select options to establish the connection.
After selecting the payload, "Save" the trigger.
Click the "+" sign to add the action "Log External Call".
Set the direction for the call (Inbound for incoming, outbound for outgoing), and use custom values to fill in the remaining details, such as the contact number.
Save the Action, add any additional workflow steps, and then save the entire workflow.
Publish and Save the Workflow, and you're done. Once the setup is complete, calls will appear in the Conversations section under the relevant contact, giving you a full record of all interactions without asking your clients to adjust to a new number.
With the Log External Call action, you can keep a thorough record of every call, even when using a number that sits outside the CRM. No disruptive number changes for your clients, and no interactions slipping through the gaps.