Synchronizing Call log to Salesforce

This is VCC Live’s documentation on how users can set up the synchronization of call logs from VCC Live to Salesforce.

Table of Contents

• Setting up attributes and keys
• Setting up a Private App in HubSpot
• Setting up a webhook

Setting up attributes and keys

To be able to capture information about the calls made via VCC Live, you need to create an attribute in VCC Live in all of the projects to which Agents will log in directly from HubSpot. In the VCC Live supervisory interface, select all the relevant projects and navigate to Database -> Fields, and make sure that there exists an attribute called hubspot_contactid.

Setting up a Private App in HubSpot

To sync data from VCC Live to HubSpot, you need to create a private app there. Read the following guide about how to create a private app in HubSpot and how to retrieve it’s Access token here.

Setting up a webhook

To synchronize data from VCC Live to HubSpot, you need to create webhooks in the projects, where you would like to have this feature (alternatively you can also create a single, global webhook). When selecting a project, navigate to the tab Webhook and create a new webhook, where the Event is set as ‘Event after disposition saving’. For Method select ‘POST’ and for URL populate it in the following format: https://api.hubapi.com/crm/v3/objects/calls

Example webhook payload (while putting variables in double brackets) :

{

"WhoId": client_data.salesforce_contactid,
"Description": agent_description,
"TaskSubtype": "Call",
"Status": "Closed",
"CallType": "Outbound",
"Subject": disposition.name

}

You can also learn more about the call disposition webhook here.