How to Log External Calls in HighLevel Conversations

You just landed a massive deal. You built their funnels, launched their ads, and the leads are rolling in. Their sales team is hammering the phones, making hundreds of calls a day to close high-ticket roof replacements. It is a huge win.

But there is a massive problem. They are using their own third-party dialing software. None of their calls are logging in your CRM. When you check the contact records, the conversation tab is a ghost town. You have no idea if a lead was called, if they picked up, or what was said. The client complains that your leads are garbage, but you cannot even listen to the call recordings to see where the sales team is dropping the ball. You are flying blind.

You cannot scale an agency if your client’s communication data is scattered across five different platforms. HighLevel fixes this instantly with the Log External Call workflow action. You can automatically pull call logs, statuses, and even audio recordings from third-party tools straight into your centralized CRM. Let us get your tracking dialed in right now.

Ready to streamline this? Here is exactly how to do it in 60 seconds:

Part 1: Catch the Call Data

First, we need to build the bridge between their external dialer and your CRM so they can talk to each other.

1. Create a new workflow and select the Inbound Webhook as your trigger.
2. This provides you with a custom webhook URL. Plug this URL into your third-party calling system so it automatically pings HighLevel whenever a call takes place.

Part 2: Split the Traffic

We need to know if the lead called us, or if we called them.

1. Add an If/Else branch to your workflow.
2. Use the Direction field (which can be accessed directly from your Inbound Webhook trigger options) to neatly separate your inbound and outbound flows.

Part 3: Identify the Lead

Now we need to match the phone call to a specific contact in your database.

1. Under both of your newly created branches, add the Create Contact action.
2. For the inbound call flow, map the Phone field to the From Number.
3. For the outbound call flow, map the Phone field to the To Number. This guarantees the call is posted to the exact right person every time.

Part 4: Log the Details (And the Recording)

Let us put the actual data onto the contact record so your team can see it.

1. Add the Log External Call action to your workflow.
2. For each field (Direction, Date, To, From, Call Status, and Attachment), simply click the custom values icon and select the matching data from your Inbound Webhook trigger.
3. Hit Publish. Your external calls (and even the audio recordings!) will now automatically appear right inside the Conversations section of the contact.

Centralizing your external calls ensures you always have perfect visibility into your client’s sales pipeline.

Frequently Asked Questions

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