Before You Begin
Ensure your CTM integration is properly configured and mapping the Call Status field from CTM to your CRM Call Log records. This field should contain values like "Missed" or "Abandoned" for calls that weren't answered.
Steps
Go to Settings → CRM Settings → Automations → Workflows
Click Add Workflow and give it a descriptive name (example: "Call Log Missed or Abandoned Follow-Up")
Set Target Module to Call Logs
Set Trigger to Record Update (so it fires when CTM updates the Call Status)
Add Conditions and select Any:
Call Status = Missed
Call Status = Abandoned
Add an Action to Create a task / follow-up:
Assign it to the record owner or specific user
Set an appropriate due date
Add relevant task details
Save the workflow and set it to Active
Expected Result
When CTM logs a call with a status of "Missed" or "Abandoned," the workflow will automatically create a follow-up task for the assigned user. This ensures missed calls get proper attention without requiring users to actively check call log records.
Additional Options
Create Filtered Call Log Lists
Consider creating filtered lists to give your team visibility into missed calls that need attention. Some customers add a custom "Handled" field to their call logs and create filtered lists for anything missed or abandoned. Reps can then mark calls as "handled" once they've attempted a callback.
Workflow Settings
Recurrence: Set to "Only first time conditions are met" if you want the workflow to run only once per call log
Status: Workflows are disabled by default - remember to set them to Active
Why Not Smart Notifications?
Smart Notifications only display when users are viewing the specific record, making them ineffective for proactive missed call alerts. Workflows with task creation provide immediate, actionable notifications that ensure follow-up happens.
Related Resources
Dazos CRM Configuration Guide (Workflows)
CTM Integration and Field Mapping
Creating Custom Fields and Filtered Lists