Vonage - Saving Call Recordings to AMS+ using Zapier (For Sales Records)

Note for Enhanced Records accounts: This article covers saving Vonage call recordings to Sales Records, which is only available for Sales Records. This does not apply to your account. To check if your account is on Enhanced Records, visit the Subscription page.

This article has written instructions and screenshots for using Zapier to save Vonage call recordings as Activities in AMS+. New to Zapier? See this article first.

To use the Zaps in this article, your Sales Records must have phone numbers, and you must have a paid plan in Zapier.

In this article

• Setup for saving inbound calls
• Setup for saving outbound calls
• Common questions

Note: If you complete setup for both inbound and outbound calls, you will have two Zaps with the same trigger. When a call is recorded in Vonage, both Zaps will run, but only one will continue depending on the call direction (inbound or outbound). The Zap that continues will locate a Sales Record in AMS+ and add an Activity with the recording file.

Setup for saving inbound calls

Once set up and activated, this Zap will trigger when you record a call. If the call was inbound, the Zap will continue and save the recording to AMS+ as an Activity.

To get started:

1. You will need your account's API sid and key for some of the steps in this Zap. If you're the Account Owner, you can obtain these parameters by contacting the AMS+ Support Team at 866-338-7075 or by email at help@agencybloc.com.
2. In a separate window, go to www.zapier.com and log in to your Zapier account.
3. Put this window side-by-side.
4. Read the step-by-step instructions below while you build the Zap.

1. Set up the trigger

In Zapier, select the Create Zap button.

In the Zap title, name it "Inbound Call Recordings for Vonage - Sales Record".

In the trigger, search for the Vonage Business Communications app.

In the trigger event, select New Call Recording.

Select Continue and choose your Vonage account. Make sure it has all your recordings.

If you use Company Wide Recordings, you will want to connect your Zap to a Vonage account with all recording access.

In the trigger type, choose Company Wide Recordings.

Test the trigger and continue.

2. Use Filter by Zapier to trigger the Zap for inbound calls only

If it's an outbound call, the Zap will stop and it will only continue if it's inbound. This will ensure that the Zap will only create Activities for calls from clients and not producers or agents. See this section on how to build a Zap for outbound calls.

In the Zap, add an action directly after the trigger.

In the Built-in tools menu, select Filter.

In the Filter setup & testing section, set the filter to only continue if the Call Direction field contains the text Inbound.

Select Continue.

3. Use Formatter by Zapier to exclude the country code in phone numbers

Vonage tracks the country code with phone numbers. The country code for the US is +1, so most callers in the US will have a leading 1 in their phone numbers. With the country code, a US phone number has 11 digits.

However, AMS+ stores 10-digit phone numbers. You will need to add a formatter step to the Zap to ignore the country code (+1) so it can successfully match phone numbers in Vonage with phone numbers in Sales Records in AMS+.

In the Zap, add an action directly after the inbound calls filter.

In the Built-in tools menu, select Format.

In the Choose apps & event section, set the Event to Numbers.

Select Continue.

Set up the action to transform and Format Phone Number.

In the Input field, select the 1. Caller ID field.

In the To Format field, select 5558001212 (No Symbols, National) from the dropdown list.

Select Continue.

Test and continue.

The result will be a 10-digit phone number.

4. Add an action to look up Sales Records in AMS+ by phone number

When this Zap creates an Activity, it needs to find an existing Sales Record in AMS+ to associate with the new Activity.

Every Sales Record in AMS+ has a unique ID number. This action will allow the Zap to look up Sales Record IDs in AMS+ and find existing Sales Records.

In the Zap, add an action directly after the exclude country code formatter.

In the App event menu, search for and select Webhooks by Zapier as the app.

Set the Event to POST.

Enter the following URL for the Leads Search API: https://app.agencybloc.com/api/v1/salesEnablement/leads/searchphone and set the Payload Type to Form.

Populate the Data section with the API parameter and corresponding value or variable.

Every request should start with sid and key followed by the corresponding values. After the sid and key, add the required parameter for the Leads Search API endpoint: PhoneNumberSearchQuery (case sensitive). In the right column, enter the 3. Output variable containing the re-formatted phone number.

Select Test Step to carry out the request to AMS+.

Select Continue.

5. Use Filter by Zapier to only continue if a Sales Record is found

To prevent unnecessary errors, this filter will stop the Zap if no Sales Record is found with the phone number.

In the Zap, add an action directly after the POST in Webhooks by Zapier.

In the App event menu, select Filter.

In the Filter setup & testing section, set the filter to only continue if the 4. Record Id field exists.

Select Continue.

Test and continue.

6. Add an action to create Activities in AMS+

This step will only cover the required fields needed to create an Activity in AMS+. For a full list of Activity field options, refer to the Activities API documentation.

In the Zap, add an action directly after the filter to only continue if a Sales Record exists.

Select Webhooks by Zapier as the app.

Set the Event to POST.

Enter the URL of the Create Activity API: https://app.agencybloc.com/api/v1/activities/create and set the Payload Type to Form.

Populate the Data section with the API parameter and corresponding value or variable.

Every request should start with sid and key followed by the corresponding values.

Add a row and enter entityTypeID in the left field. In the right field, enter Lead.

Add a row and enter entityID in the left field. In the right field, map to the 4. Record Id field, which is pulled from the Leads Search API step.

Add a row and enter subject in the left field. In the right field, enter Sales Record - Inbound Recorded Call.

This subject line will be applied to all Activities created by this Zap.

(Optional) Add a row and enter notes in the left field. In the right field, enter "To:" and map to the 1. Dnis Vonage field. Add a hard return and enter "From:" and map to the 1. Caller ID Vonage field.

Add a row and enter statusLookupID in the left field. In the right field, enter Complete.

If you want to follow up on the Activities, enter In Progress.

Note: Setting the status to In Progress will require a follow-up date and time.

Add a row and enter activityDate in the left field. In the right field, map to the 1. Start Vonage field.

Add a row and enter attachment_file_name_1 in the left field. In the right field, enter recording.mp3.

Add a row and enter attachment_file_url_1 in the left field. In the right field, enter 1. File (Exists but not shown).

Once all parameters and values are added, select Continue.

Select Test Step to carry out the request to AMS+.

Setup for saving outbound calls

Once set up and activated, this Zap will trigger when you record an outbound call and save the recording to AMS+ as an Activity.

If you created a Zap for inbound calls, follow these steps for a shortcut to make another one for outbound calls:

1. Create a duplicate of the inbound calls Zap.
2. Rename the duplicate Zap's title to "Outbound Recordings for Vonage - Sales Record" so you can tell it apart.
3. Open the new Zap and edit the steps.

In the new Zap, you will only need to edit the following steps:

• Step 2: Filter by Zapier
• Step 3: Formatter by Zapier
• Step 6: Create Activity in AMS+

Step 2: Filter by Zapier

Select and expand the 2. Only continue if… step.

In the Filter setup & testing section, set the filter to only continue if the Call Direction field contains the text Outbound.

Select Continue.

Step 3: Formatter by Zapier

Select and expand the 3. Numbers by Formatter in Zapier step.

Select and expand the Choose apps & event section.

Set up the action to transform and Format Phone Number.

In the Input field, select the 1. Dnis field.

In the To Format field, select 5558001212 (No Symbols, National) from the dropdown list.

Select Continue.

Test and continue.

The result will be a 10-digit phone number.

Step 6: Create Activity in AMS+

Review all fields where you typed or manually entered content and update them accordingly. For a full list of Activity field options, refer to the Activities API documentation.

Select and expand the 6. POST in Webhooks by Zapier (Create Activity) step.

Select Webhooks by Zapier as the app.

Set the Event to POST.

Enter the URL of the Create Activity API: https://app.agencybloc.com/api/v1/activities/create and set the Payload Type to Form.

Populate the Data section with the API parameter and corresponding value or variable.

Every request should start with sid and key followed by the corresponding values.

Add a row and enter entityTypeID in the left field. In the right field, enter Lead.

Add a row and enter entityID in the left field. In the right field, map to the 4. Record Id field, which is pulled from the Leads Search API step.

Add a row and enter subject in the left field. In the right field, enter Sales Record - Outbound Recorded Call.

(Optional) Add a row and enter notes in the left field. In the right field, enter "To:" and map to the 1. Dnis Vonage field. Add a hard return and enter "From:" and map to the 1. Caller ID Vonage field.

Add a row and enter statusLookupID in the left field. In the right field, enter Complete.

If you want to follow up on the Activities, enter In Progress.

Note: Setting the status to In Progress will require a follow-up date and time.

Add a row and enter activityDate in the left field. In the right field, map to the 1. Start Vonage field.

Add a row and enter attachment_file_name_1 in the left field. In the right field, enter recording.mp3.

Add a row and enter attachment_file_url_1 in the left field. In the right field, enter 1. File (Exists but not shown).

Once all parameters and values are added, select Continue.

Select Test Step to carry out the request to AMS+.

Common questions

Do I need to set up these Zaps for each Vonage user?
If your Vonage account is using Company Wide Recordings, you do not need to create the Zap for each user in the account. If your account does not have Company Wide Recordings enabled, each user who can record on demand will need their own inbound and outbound Zap setup.

What happens if more than one record has the phone number?
The Activity with the call recording will be attached to the first record found in Step 4. There is no way to choose which record the Activity goes to if more than one record is found. With the appropriate security permissions, you can re-associate Activities to another record.