Inbound Calls and SMS Are Not Linked to Opportunities

Overview

You may notice that incoming calls and SMS are not automatically linked directly to Opportunity records.

Information

Please note that incoming calls and SMS are being linked to existing Contact records by default. As per current Playbooks functionality, inbound calls and SMS should not be linked to Opportunities. This feature has been logged as Enhancement and will be considered for future releases.

As a workaround, you can manually link calls and SMS to Opportunities in Salesforce: 

1. From Salesforce, navigate to Tasks.
2. Locate the required incoming call or SMS.
3. Click on the pencil icon to the right of the Related To or Name field.
4. Select the corresponding account or opportunity record.
5. Click Save.

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Legacy Enhancement Jira: XL-2039

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