Call and chat journaling

With journaling on, the CRM's activity timeline writes itself: every external call and every closed SMS conversation is logged against the matching CRM contact, with no one remembering to "log a call."

Call journaling

When an external call ends, Exovo writes a journal entry to the CRM contact: direction, timestamp, duration, the agent who handled it (correctly attributed through queues and ring groups — the person who actually answered, not the queue), and the queue or group involved.

If the call was recorded, the entry includes a recording link — a signed, expiring URL (90 days by default) that plays the recording without any login, safe to live in the CRM. On CRMs that support it, Exovo can also attach a transcript produced by the built-in transcription engine.

Journaling is per-call and retry-safe: transient CRM outages back off and retry rather than dropping entries.

Chat journaling

When an SMS conversation is closed, its full transcript — each message with its sender — is journaled to the CRM contact in one entry. Conversations journal on close (not per message), so the CRM gets one coherent record per customer exchange.

What you need

• A configured CRM integration whose template supports journaling (all the mainstream CRMs do; the database templates are lookup-only by default — journaling there depends on your schema).
• Write scope for the CRM credential/app (see OAuth setup).
• The contact must exist — pair journaling with automatic contact creation if you want first-time callers journaled too.