Activity Settings in Salesforce-Aloware integration allow for the customization of Call Detail Records (CDR) and Message Detail Records (MDR). This means you can decide how information from calls and messages is displayed and organized in Salesforce. Key features include:
Customizing task subjects enables users to add fields like "Call Outcome," "From," and "To" directly into task subjects, making essential information immediately visible.
Managing call and SMS descriptions highlights key details such as call duration, message content, and AI-generated summaries, helping users quickly understand the context and main points of each interaction.
Field mapping ensures data consistency between Salesforce and Aloware by accurately mapping important fields. This prevents discrepancies and maintains smooth data flow, ensuring data integrity across platforms.
How business admins can use this
Configuring subject fields for calls and SMS
Access Salesforce Activity Settings in Aloware
Navigate to the Activity Settings > Subject Format section within your Salesforce settings in Aloware.
Under Subject Format Settings, locate the configuration options for:
Call logs (CDR) (Call Detail Record)
SMS logs (MDR) (Message Detail Record)
Customize subject field attributes (CDR and MDR)
To customize the subject field attributes for CDR and MDR, use the provided checkboxes to select the fields you want to display.
For call logs - select the following attributes to include in the task subject field:
Call outcome (call disposition) - result/outcome of the call
From - indicates the assigned owner of a task. Who called (in call)
Communication direction - communication direction inbound or outbound
To - who received the call or message
For SMS logs - select the following attributes to include in the subject field:
From - indicates the assigned owner of a task. Who Sent the message (in SMS)
Communication direction - communication direction inbound or outbound
To - who received the call or message.
Test and validate settings
Perform test calls and SMS in Aloware.
Refresh logs to confirm updates in Salesforce.
Call logs - the subject should display the selected attributes, such as:
SMS logs - the subject should display the selected attributes, such as:
If required, go back to Activities Settings and modify the selected attributes for "Call" or "SMS" tasks.
Customizing call and SMS log comments/descriptions in Salesforce
Access the customization settings
Navigate to the Activity Settings > Call and SMS Description Settings section within your Salesforce settings in Aloware.
Select and save preferences
Choose fields to display for Call and SMS logs, then click Save.
For call logs
Call completed - date/time that the call was completed
Call outcome - result/outcome of the call
Call duration - length of the call
Call direction - direction of the call (Inbound/Outbound)
Line - phone line used
From - caller information. Indicates the assigned owner of a task. Who called (in call)
To - call recipient who received the call or message
Recording URL - link to the call recording
Voicemail URL - link to the call recording
Tags - tags associated with the call
Notes - additional notes. The summary of the call transcription will be saved here if the AloAi Voice Analytics product is enabled.
Source - the source of the call
For SMS logs
Message date - date/time the message was sent
Message - content of the message
Direction - message direction (inbound/outbound)
Line - phone line used
From - sender information
To - message recipient
Attachments - attached files
Tags - tags associated with the message
Notes - additional notes
Source - the source of the call
Verify customized log view
Check call and SMS logs in Salesforce to confirm selected fields are displayed.
Confirm that the description displays only the selected fields (valid for new logs after saving settings).
How does Activity Settings relate to other Aloware tools?
While business admins manage configuration, average users benefit from the streamlined interface:
Gain immediate insights from the subject fields of tasks without opening the full details. View information like call outcome and whether the call was inbound or outbound at a glance.
Use AI-generated call summaries (via AloAI Voice Analytics) to quickly assess customer conversations.
Reference SMS content and attachments directly from Salesforce without needing to switch platforms.
Access call and voicemail recordings from logs without additional searches, saving time.
For end users, this results in easier access to the most relevant information within Salesforce.