In short
- Store calls on a custom activity object. Task and Event cannot hold long text, and transcripts are long.
- Use the call end webhook to create the call record, then add the AI summary and transcript when CTM has them.
- Show summaries in an activity feed on the record, with a pin for the calls that matter.
- Healthcare calls carry patient data, so put a BAA in place before the text reaches Salesforce.
Why AI call summaries belong in Salesforce
A rep picks up a lead that someone else spoke to yesterday. The recording is in CallTrackingMetrics. The notes are thin. A short AI summary on the Salesforce record tells the rep what was said before they dial.
CTM produces the summary and the transcript. Salesforce is where your team works. The job is to connect the two so the text lands on the right record, in a field that can hold it.
Use a custom activity object for CTM call summaries
Task and Event cannot hold long text. A full call transcript does not fit. So we store each call on a custom activity object related to the lead, contact or opportunity.
- Long text area fields for the AI summary and the transcript.
- The CTM call ID in a unique external ID field, so the same call is not created twice.
- Direction (inbound or outbound), duration, tracking number, source and the call recording link.
- Lookups to the lead, contact, account and opportunity the call belongs to.
- A pinned checkbox, so reps can keep key calls at the top of the feed.
How the AI summary gets from CTM to the Salesforce record
Connect CTM to Salesforce
CallTrackingMetrics has a native Salesforce integration. We set it up and extend it with the custom object and the fields above.
Create the call record on call end
A call end webhook from CTM sends the call to Salesforce. Apex matches the caller to an existing lead or contact by phone, or creates a new lead.
Add the summary and transcript
The AI summary and transcript may not be ready the moment the call ends. We fetch them from the CTM API once CTM has them and write them onto the same call record, using the CTM call ID.
Show it on the record page
An activity feed component lists the calls with their summaries, newest first, with pinned calls on top.
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Show call summaries in an activity feed
The standard activity timeline does not show a custom object the way reps need. A custom Lightning Web Component does.
- Each call shows its direction with an inbound or outbound marker.
- The AI summary shows in the card, with line breaks kept, and the transcript opens on click.
- A call recording player plays the call from the record page.
- A pin toggle keeps the calls that matter at the top for the next rep.
Keep the call data clean
- Upsert on the CTM call ID, so retries and late updates do not create duplicate calls.
- Check field types and lengths before go-live. A summary field that is too short fails the save.
- Report on calls with no summary, so gaps show up and can be filled.
- Watch storage: transcripts are long text, so plan where older call text lives.
Healthcare calls and HIPAA
In healthcare, a call summary can include protected health information. Check that each system in the chain is covered for that use, from the phone platform to Salesforce. We sign BAAs for healthcare work and keep the integration to the fields your team needs.
Where to start
Start with the custom activity object and the call end webhook, then add the AI summary and transcript, then the feed. Book a free call and we will map your CTM setup to Salesforce with you.
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