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  2. How do I log calls in the Redwood User Experience to record my interactions with customers or prospects?

How do I log calls in the Redwood User Experience to record my interactions with customers or prospects?

We can log communications such as call, web conference, and email with customers or prospects as interactions in the Redwood User Experience.

Interactions are of two types: wrap-ups and conversation messages. Wrap-ups are for non-threaded communication types like phone calls and web conferences. Conversation Messages are for threaded types, namely emails which can be intrinsically replied to. Both of these types have an interaction header as the basis for the record.

Enable Sales Team to Log Interactions

To enable logging interactions, grant the required privileges and configure the setups outlined in the table here:
Prerequisite Prerequisite Type Description What You Need to Do
ZCM_MANAGE_SALES_INTERACTIONS_PRIV Role Privilege Enables your users to log interactions. Add the privilege to the users with the sales administrator, sales manager, and salesperson roles.
ORA_ZCA_ENABLE_TRACKING_EMAIL_CONVERSATIONS Profile Option Enables users to share emails as conversations from the Microsoft 365 add-in and see them in the Interactions History subtab. Set it to Y or Yes.
ORA_ZCA_ENABLE_TRACKING_INTERACTIONS Profile Option Enables users to see emails and call logs in the Interactions History subtab instead of activities. Set it to Y or Yes.
SVC_MCA_RECORD_ACTIVITIES_YN Profile Option Generates tasks and call reports automatically and shows them on the Activities tab. See the topic How do I configure Multichannel Architecture (MCA) profile options?for more information. Set it to No.
Interactions History Subtab on the object pages. From this subtab, you can review all the previous interactions and add call logs and emails manually to an opportunity or a lead. Enable this subtab on the relevant object pages. SeeHow to Add the Interactions History Subtab to Opportunities for more information.
Log an Interaction Smart action for Workspace. Users can log interactions from the object pages of Workspace. Enable the smart action on relevant object pages of Workspace from the Application Composer.
Log a Call Smart action for Workspace. Users can log a call from the object pages of Workspace. Disable the smart action for all the objects.

Where can Salespeople See and Log the Interactions

After you complete the setup, the calls and emails logged from the object pages of sales application will be available in the Activities panel of the object foldout view in Digital Sales. Similarly, the calls and emails logged from Digital Sales will be available in the Interactions History subtab of the object pages in the CX Sales application.

Calls and emails logged prior to enabling interactions remain in Activities and are available for historical context.

Salespeople can log the interactions using the:

  • Log an Interaction button on the Interactions History subtab of the object pages of the sales application.
  • Log an email button on the Interactions History subtab of the object pages of the sales application.
  • Log an Interaction smart action from the Workspace action menus on all the relevant object pages of Workspace.
Note: Salespeople won’t be able to log a call from activities or use the Log a Call smart action on the object pages of Workspace.

Log Interactions You Had with Customers

If your administrator has enabled the Interactions History subtab on the object pages such as Account, Lead, or Opportunity, you can log your sales interaction details.

Interactions include phone calls, web conferences, or wrap up calls you had with your customers or prospects.

Here's how you log an interaction:

  1. Navigate to an object details page such as an account, contact, opportunity, or lead.
  2. Scroll down and click the Interactions History subtab.

    You can see the interactions logged by your team.

  3. Click Log an Interaction.
  4. In the Interaction Wrap Up window, select the channel such as phone or web conference.
  5. Enter the date, type of interaction, outcome, and notes related to the interaction.

    Depending on the object page you’re on, the account, lead, opportunity, or contact information is auto-filled. For example, if you’re entering the details from the Contact page, contact name is auto-filled.

  6. Click Save.
  7. Click Save and Close on the object page.