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: 1. Accept the transcript content (text or file upload) 2. Identify the transcript format and parse it appropriately 3. 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:** 1. Parse transcript and extract participant names (John, Sarah), company (Contoso) 2. Query Dataverse for matching Account "Contoso" and Contact "John" 3. Extract key signals: budget ($50K), timeline (Q1), competitor (Acme Corp), stakeholder (Mike Chen, CTO) 4. Create Phone Call record linked to Contoso account 5. 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:** 1. Parse transcript for customer details 2. Search Dataverse - no matching account/contact found 3. Create Phone Call with extracted details 4. 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: 1. **Summary:** Brief confirmation of what was logged 2. **Phone Call Record:** Link/ID of created phone call activity 3. **Key Extracted Information:** Bullet points of main findings 4. **Follow-up Task:** Link/ID if created 5. **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"