Log Call Transcripts

Log Call Transcripts

When a sales representative uploads or provides a call transcript, this skill extracts actionable information from the conversation and creates a properly structured Phone Call activity record in Dataverse. This eliminates manual data entry and ensures consistent activity logging across the sales team.

Instructions

Step 1: Receive and Parse Transcript

When the user provides a call transcript:

• Accept the transcript content (text or file upload)
• Identify the transcript format and parse it appropriately
• Extract speaker labels if available (e.g., "Sales Rep:", "Customer:")

Step 2: Extract Key Information from Transcript

Analyze the transcript to identify and extract:

Participant Information:

• Customer name(s) mentioned
• Company/Account name mentioned
• Customer's role or title if mentioned
• Phone numbers discussed

Call Metadata:

• Call duration (if mentioned or calculable)
• Date/time of call (if mentioned, otherwise use current datetime)
• Call direction (inbound/outbound based on context)

Content Analysis:

• Subject/Topic: Main purpose of the call (e.g., "Product demo follow-up", "Pricing discussion", "Support inquiry")
• Key Discussion Points: Summarize 3-5 main topics discussed
• Action Items: Any commitments or next steps mentioned
• Customer Pain Points: Problems or challenges the customer mentioned
• Competitor Mentions: Any competitor products or companies referenced
• Budget Signals: Any pricing or budget discussions
• Decision Maker Signals: References to decision-making process or stakeholders
• Timeline Signals: Any urgency or timing requirements mentioned

Step 3: Match to Existing Records

Query Dataverse to find matching records:

Find Account:

Use read_query to search the account table:
- Search by company name mentioned in transcript
- Match on account.name field
- If multiple matches, list them for user confirmation

Find Contact:

Use read_query to search the contact table:
- Search by participant name(s) from transcript
- Match on contact.fullname or contact.firstname + contact.lastname
- Filter by accountid if account was identified
- If multiple matches, list them for user confirmation

Find Related Opportunity (if applicable):

Use read_query to search the opportunity table:
- Filter by customerid matching the identified Account or Contact
- Filter by statecode = 0 (Open)
- Present open opportunities for user selection if multiple exist

Find Related Lead (if no Account/Contact found):

Use read_query to search the lead table:
- Search by companyname or fullname
- Filter by statecode = 0 (Open)

Step 4: Prepare Phone Call Activity Record

Construct the Phone Call record with extracted information:

Required Fields:

• subject: Generated from call topic (max 200 characters)
• description: Detailed call summary including:
• Key discussion points
• Customer pain points identified
• Action items and next steps
• Any competitor or budget mentions
• phonenumber: Customer phone if extracted
• directioncode: true for outgoing, false for incoming
• actualdurationminutes: Call duration in minutes

Regarding Object (Link to primary record):

• Set regardingobjectid to the most relevant record:
• If opportunity was discussed → link to Opportunity
• If no opportunity but account identified → link to Account
• If only contact identified → link to Contact
• If only lead identified → link to Lead

Activity Party Fields:

• from: The sales rep (current user/systemuser)
• to: The customer contact(s) identified

Additional Fields:

• statecode: 1 (Completed)
• statuscode: 2 (Made) for outgoing or 4 (Received) for incoming
• category: "Sales Call" or appropriate category
• actualstart: Call start time
• actualend: Call end time

Step 5: Create the Phone Call Record

Use create_record tool with tablename: phonecall
Include all prepared fields in the item parameter as JSON

Step 6: Create Follow-up Task (if action items identified)

If action items were extracted from the transcript:

Use create_record tool with tablename: task
- subject: First action item or "Follow-up from call with [Customer Name]"
- description: List of all action items from the call
- regardingobjectid: Same as the phone call record
- scheduledend: Based on timeline mentioned or 3 business days from now
- prioritycode: Based on urgency signals (1=High, 2=Normal, 3=Low)

Step 7: Add Detailed Notes (if needed)

If transcript contains detailed technical or strategic information:

Use create_record tool with tablename: annotation
- subject: "Call Transcript - [Date]"
- notetext: Full transcript or detailed notes
- objectid: Link to the created Phone Call activity
- objecttypecode: "phonecall"

Step 8: Update Related Records (if applicable)

Based on transcript content, suggest updates to related records:

Update Opportunity (if linked):

• If competitor mentioned → suggest updating opportunity competitive information
• If budget discussed → suggest updating budgetamount
• If timeline clarified → suggest updating estimatedclosedate

Update Lead (if linked):

• If qualification signals found → suggest updating leadqualitycode
• If budget discussed → suggest updating budgetstatus
• If decision maker confirmed → suggest updating decisionmaker field

Examples

Example 1: Standard Sales Call Logging

User says: "Log this call transcript:

Sales Rep: Hi John, thanks for taking my call today.

John: No problem Sarah. We're really interested in learning more about your Enterprise solution.

Sales Rep: Great! I know Contoso has been evaluating options. What's driving the timeline?

John: We need to make a decision by end of Q1. Our current vendor Acme Corp has been having reliability issues.

Sales Rep: I understand. What's your budget range for this project?

John: We're looking at around $50,000 for the initial implementation.

Sales Rep: Perfect. Let me send you a proposal by Friday and we can schedule a demo for your team next week.

John: Sounds good. Make sure to include our CTO, Mike Chen, on that invite."

Actions:

• Parse transcript and extract participant names (John, Sarah), company (Contoso)
• Query Dataverse for matching Account "Contoso" and Contact "John"
• Extract key signals: budget ($50K), timeline (Q1), competitor (Acme Corp), stakeholder (Mike Chen, CTO)
• Create Phone Call record linked to Contoso account
• Create follow-up Task "Send proposal to Contoso" due Friday

Result:

• Phone Call created: "Enterprise Solution Discussion with Contoso"
• Follow-up Task created with Friday deadline
• Suggested updates: Add $50K budget to opportunity, add Acme Corp as competitor

Example 2: Support Call with No Existing Records

User says: "Process this support call - customer called about integration issues"

Actions:

• Parse transcript for customer details
• Search Dataverse - no matching account/contact found
• Create Phone Call with extracted details
• Prompt user: "No matching account found. Would you like to create a new Lead?"

Result: Phone Call logged with suggestion to create new Lead record

Troubleshooting

Error: No matching Account or Contact found

Cause: Company or person name in transcript doesn't match any Dataverse records

Solution:

• Check for spelling variations or abbreviations
• Ask user to confirm the correct account/contact
• Offer to create a new Lead record if appropriate

Error: Multiple matching records found

Cause: Common names or company names match multiple Dataverse records

Solution:

• Present the list of potential matches to the user
• Ask user to select the correct record before proceeding
• Use additional context (phone number, email) to narrow matches

Error: Phone Call creation failed

Cause: Missing required fields or invalid field values

Solution:

• Ensure subject is under 200 characters
• Verify regardingobjectid points to a valid record
• Check that directioncode is a valid boolean value

Output Format

After processing, provide the user with:

• Summary: Brief confirmation of what was logged
• Phone Call Record: Link/ID of created phone call activity
• Key Extracted Information: Bullet points of main findings
• Follow-up Task: Link/ID if created
• Suggested Updates: Any recommended updates to related records

Example Interaction

User Input:

"Log this call transcript:

Sales Rep: Hi John, thanks for taking my call today.

John: No problem Sarah. We're really interested in learning more about your Enterprise solution.

Sales Rep: Great! I know Contoso has been evaluating options. What's driving the timeline?

John: We need to make a decision by end of Q1. Our current vendor Acme Corp has been having reliability issues.

Sales Rep: I understand. What's your budget range for this project?

John: We're looking at around $50,000 for the initial implementation.

Sales Rep: Perfect. Let me send you a proposal by Friday and we can schedule a demo for your team next week.

John: Sounds good. Make sure to include our CTO, Mike Chen, on that invite."

Skill Output:

✅ Phone Call Logged Successfully

Record Created: Phone Call - "Enterprise Solution Discussion with Contoso"

Key Information Extracted:

• Account: Contoso (matched in Dataverse)
• Contact: John (linked to Contoso)
• Topic: Enterprise solution evaluation
• Competitor Mentioned: Acme Corp (reliability issues)
• Budget Signal: $50,000 for implementation
• Timeline: Decision by end of Q1
• Decision Maker: Mike Chen (CTO) to be included

Follow-up Task Created: "Send proposal to Contoso" - Due: Friday

Suggested Updates:

• Update Opportunity "Contoso Enterprise Deal" with budget amount $50,000
• Add competitor "Acme Corp" to opportunity
• Update estimated close date to Q1 end

Dataverse Tables Used

| Table | Purpose |

|-------|---------|

| phonecall | Primary record created for the call activity |

| account | Query to match company mentioned in transcript |

| contact | Query to match participant names |

| opportunity | Query for related open deals, link as regarding object |

| lead | Fallback if no account/contact found |

| task | Create follow-up tasks for action items |

| annotation | Store full transcript as attachment |

Key Fields Reference

phonecall:

• subject (NVARCHAR 200) - Call title
• description (MULTILINE TEXT) - Call summary and notes
• phonenumber (PHONE) - Customer phone number
• directioncode (BIT) - true=Outgoing, false=Incoming
• actualdurationminutes (DURATION) - Call length in minutes
• actualstart (DATETIME) - When call started
• actualend (DATETIME) - When call ended
• regardingobjectid (LOOKUP) - Polymorphic link to account, contact, lead, or opportunity
• from (ACTIVITY PARTY) - Caller (systemuser, contact, account, lead)
• to (ACTIVITY PARTY) - Call recipient (contact, account, lead)
• leftvoicemail (BIT) - Whether voicemail was left
• statecode (STATE) - Open(0), Completed(1), Canceled(2)
• statuscode (STATUS) - Open(1), Made(2), Canceled(3), Received(4)

activityparty (for from/to fields):

• partyid (LOOKUP) - Polymorphic reference to participant (contact, account, lead, systemuser)
• participationtypemask (CHOICE) - Sender(1), To Recipient(2), etc.

annotation (for transcript storage):

• subject (NVARCHAR 500) - Note title
• notetext (MULTILINE TEXT) - Full transcript content
• objectid (LOOKUP) - Link to phonecall record
• objecttypecode (NVARCHAR) - "phonecall"