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How to Configure CTM Score Call and Transcript Mapping to Dazos CRM

Overview This guide explains how to configure Call Tracking Metrics (CTM) to send call scores to Dazos CRM when calls are scored, and how to verify that call transcripts are being transferred to your CRM.

Before You Begin

  • Administrator access to your CTM account

  • Your CTM to Dazos webhook integration must already be configured

  • Call scoring functionality must be enabled in CTM

  • Understanding that call scoring happens after the interaction ends

Steps

Configure CTM Score Call Trigger

  1. Log in to your CTM account and navigate to the main dashboard.

  2. Access the Triggers/Workflows section (this may be under Automation or Settings, depending on your CTM interface).

  3. Create a new trigger by clicking the appropriate "Add" or "Create" button.

  4. Configure the trigger conditions:

    • Set the trigger event to "When call is scored" or "After call scoring is complete"

    • This ensures the trigger fires after the interaction ends and scoring data is available

  5. Configure the trigger action:

    • Set the action to "Send webhook to Dazos CRM"

    • Ensure the webhook points to your Dazos CRM endpoint

    • Include the call score data in the webhook payload

  6. Save the trigger configuration and activate it.

Verify Transcript Transfer

  1. Log in to your Dazos CRM instance.

  2. Navigate to the Leads module.

  3. Open a lead record that corresponds to a call with a transcript.

  4. Scroll down to the Comments section.

  5. Verify that the call transcript appears as a comment entry.

Verification / Expected Result

After configuring the trigger:

  • Call scores will be sent to Dazos CRM automatically when calls are scored in CTM

  • The score data will update the corresponding lead or contact record in Dazos

  • Call transcripts will continue to appear in the lead comments section

  • Both scored and unscored calls will have their transcripts transferred

Troubleshooting / Common Errors

Call scores not updating in Dazos: Verify that the trigger is activated and that the webhook URL is correct. Check CTM's webhook delivery logs for any errors.


​Transcripts not appearing: Confirm that your CTM integration is active and that the calls actually generated transcripts. Some calls may not have transcripts if the audio quality was poor or the call was too short.


​Trigger firing too early: Ensure the trigger is set to fire after scoring is complete, not when the call ends. Scoring happens after the interaction, so the trigger timing is critical.


Related Resources

  • How to Configure CTM Star Rating Triggers for Selective Lead Transfer (CTM)

  • How to Map Webform Fields From CTM to Dazos (CRM)

  • Troubleshooting CTM Updates Overwriting Lead Fields (CRM)

Related Articles
Does CTM Log Outbound Calls in Dazos CRM? (CRM)
Understanding CTM Webhooks: Record Creation vs. Record Update (CRM)
CTM Webhook Capabilities: Creating and Updating Records (CRM)
How to Configure CTM Star Rating Triggers for Selective Lead Transfer (CTM)
Understanding CTM Webhook Triggers: Immediate Lead Creation vs Call-End Updates (CRM)
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