Q: Why are inbound and outbound calls defaulting to the wrong Task Type?
A:
This typically happens when a custom Task Type has been configured as a default value in the Activities module.
If a Task Type (such as “Referral Source / Contact Follow Up”) was created for Business Development purposes and set as default, the system may automatically apply it to:
Inbound calls
Outbound calls
Logged call activities
This causes client calls to be incorrectly categorized.
Q: How do I turn off the incorrect default Task Type?
A:
Follow these steps to remove the default selection:
Go to Settings.
Navigate to Module Management (or Module Layouts).
Select the Activities module.
Locate the Task Type field.
Click Edit on the field.
Check if “Referral Source / Contact Follow Up” is marked as:
Default value, or
Preselected option.
Remove the default selection.
Save your changes.
After saving:
Log out of the CRM.
Log back in.
Test by creating a new inbound or outbound call.
The Task Type should now either:
Remain blank, or
Follow the correct intended default.
Q: What if the issue continues after removing the default?
A:
Check the following:
Workflows that may update Task Type automatically.
Field dependencies.
Any automation related to inbound/outbound calls.
If none of the above apply, contact Support for deeper review.
Pro Tips / Extra Help
Avoid setting specialized BD or referral-related Task Types as system defaults.
If different departments require different defaults, consider using workflows instead of static default values.
Always test changes with a new call record before notifying your team.
If you need assistance reviewing workflows or automation tied to Task Type behavior, please reach out to Support.
Related Resources
Managing Fields in CRM
Editing Picklist Values
Creating and Managing Workflows
Creating Custom List Views