web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Connecting phone calls...
Customer Insights - Journeys forum

Connecting phone calls & customer journey

(0) ShareShare
ReportReport
Posted on by Community Member

As part of the customer journey, I have a tile which starts a workflow that creates a phone call for the contact that is participating in the customer journey.

Now I want to associate the created call with the customer journey in which the workflow is being used.

I have created a look-up of field of Customer Journey on the Phone Call form but I have not been able to fill this field with the specific Customer Journey. In the workflow I can choose to fill my look-up field with the 'customer journey' of the related entity 'source customer journey' but when the call is created, my look-up field stays blank. Am I missing something here?

Categories:
Segmentation
I have the same question (0)
  • ShaileshJain Profile Picture
    ShaileshJain Microsoft Employee on at

    Can you please clarify if you are triggering a "workflow" tile within the journey, or "Phone" activity tile?  as I understand, you are using a "workflow" tile in the journey, the custom workflow that is executed has a logic to create activities (PhoneCall), and in this activity created by the workflow, you want a specified field to be populated by the journey information.

    - if this is correct, could you please elaborate on why out the box "PhoneCall" tile wasn't a good fit for this usage

    - regardless, the workflow invoked at any step has the context of journey as well as the contact. are you able to do any other simpler logic like updating contact record's attribute with journey details. that will prove out if workflow can access the journey info at all

  • Community Member Profile Picture
    Community Member on at

    Hi,

    Thanks for your reply.

    - if this is correct, could you please elaborate on why out the box "PhoneCall" tile wasn't a good fit for this usage -> the Phonecall tile is limited regarding the available fields. In our Sales process we use a lot of required fields, including lookups, on the Phone call form. The tile only offers some fields and the tile is not editable right?

    - are you able to do any other simpler logic like updating contact record's attribute with journey details. that will prove out if workflow can access the journey info at all -> No, I have tried this with an intent to update a field on the contact record (populating the field with the name of the customer journey) but the same happens. You can see in the audit history that the field has a new value but it's empty.

  • Suggested answer
    ShaileshJain Profile Picture
    ShaileshJain Microsoft Employee on at

    If you have tried this to update a field on the contact record i..e populating the field with the name of the customer journey but still fails, then there is an issue with either your workflow, or this specific scenario. please connect with me: Shailesh.Jain AT microsoft.com with details so that we can investigate further

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard > Customer Insights - Journeys

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans