Create call log

The Salesforce Create call log action creates Task records in Salesforce representing calls with key details such as subject, call date, disposition, and comments. This write action creates new Task records only and does not update existing call logs. It returns the Salesforce Task identifier for downstream steps or reference.

Limitations

• This action creates a new Task record each time it runs. Re-running with similar inputs creates duplicate call logs unless you add your own checks.

• As with other Salesforce actions, the exact parameter set and behavior can change over time. Confirm how this action behaves in your own environment before you depend on it for large-scale or fully automated call log creation.

Prerequisites

• Your Salesforce org must be connected as a data source in Glean, and an admin must enable the Salesforce action pack and complete Salesforce Actions Setup including OAuth configuration.

• Users must authenticate for Salesforce actions on first use and have permission to create Task records and edit relevant fields.

• For multiple Salesforce orgs, the Salesforce action pack must be configured to use the correct instance.

Supported parameters

Parameter	Description
Call date	Date/time stored on the call log to represent when the call took place.
Call disposition	Outcome or status label for the call, using values configured in your Salesforce instance, for example, connected, no answer, left voicemail.
Call duration seconds	Duration of the call in seconds
Call type	Type of call made. Examples: "Inbound" "Outbound" "Internal"
Subject	Short subject line for the call log; used as the Task subject in Salesforce.
Comments	Free‑form notes about the conversation, including context, key points, and follow‑ups.
What ID	ID of the related record (Account, Opportunity, Case, etc.) associated with the call.
Who ID	ID of the Contact or Lead associated with the call.

Usage example

You just completed a discovery call with a prospective customer and need to log the call details in Salesforce with key discussion points and next steps.

Instruction to an agent:

"Log a call for the Opportunity XYZ Corp Q1 Deal with subject Discovery Call, call type Outbound, duration 30 minutes, disposition Connected - Interested, and include notes: discussed their pain points with current solution, interested in our enterprise tier, scheduling technical demo for next week."

Resulting behavior:

• Calls a Salesforce search action to find the Opportunity matching "XYZ Corp Q1 Deal".

• Retrieves the Opportunity ID (for example, "006xx000001234567") and related Contact ID.

• Calls Create call log with:

  • Subject set to "Discovery Call".

  • Call date set to current date and time.

  • Call type set to "Outbound".

  • Call duration seconds set to 1800 (30 minutes).

  • Call disposition set to "Connected - Interested".

  • What ID set to "006xx000001234567" (the Opportunity ID).

  • Who ID set to the Contact ID associated with the Opportunity.

  • Comments set to "Discussed their pain points with current solution. Interested in our enterprise tier with advanced features. Scheduling technical demo for next week with their engineering team."

• Creates a new Task record in Salesforce representing the call.

• Returns the Task ID (for example, "00Txx000001234567").

• The call log appears in the Salesforce Opportunity's activity history.

• Team members can view the call details and follow up appropriately.

Workflow tip: Combine this action with Salesforce search to find the right record first. You can also use this in multi-step agents that read meeting transcripts, extract key points, and automatically log calls. For advanced workflows, use the returned Task ID in downstream steps to link related activities or trigger notifications.

Troubleshooting

• Possible cause: The Salesforce OAuth app is not configured correctly (callback URL, Consumer Key, or Consumer Secret), or the user running the agent has not completed the required Salesforce authorization flow from Glean.
• Fix: Have the user retry the agent and complete the Salesforce auth prompt. If errors persist, a Glean admin must re-check the OAuth setup on the Salesforce Actions Setup page and re-run the configuration steps.

• Possible cause: The Salesforce user does not have access to one or more fields used by the action, or required fields in Salesforce are missing from the payload.
• Fix: Work with a Salesforce admin to check task field-level security and required fields for the relevant record type. Adjust the profile or permission of the user, set or update the agent prompt so it only fills fields the user can write.

• Possible cause: The Salesforce actions pack is not added, or the specific action is not published to be used by agents.
• Fix: In the Glean admin console, confirm that the Salesforce actions pack is enabled and that the Log call action is included and published. Then reopen the Agent Builder and search for the action by name.

FAQs

The action creates a Task record for the call. You can use the returned Task ID or navigate in Salesforce to the related Account, Contact, Lead, or Opportunity to view the associated activity in the activity history.

You can associate call logs with any Salesforce record type that supports Task associations using the What ID parameter, including Accounts, Opportunities, and Cases. Use the Who ID parameter to link to a Contact or Lead.