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Connecting phone calls & customer journey

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Posted on by Microsoft Employee

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?

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  • Suggested answer
    ShaileshJain Profile Picture
    ShaileshJain on at
    RE: Connecting phone calls & customer journey

    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

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Connecting phone calls & customer journey

    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.

  • ShaileshJain Profile Picture
    ShaileshJain on at
    RE: Connecting phone calls & customer journey

    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

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