Setting Up Conversations

This unit covers setting up the Conversations functionality of Fastcall.

The Conversations feature enhances communication capabilities by facilitating structured interactions between users and external participants. It streamlines the management of various communication channels, including private calls, messages, group IVR calls, and softphone transfers. Conversations provide a centralized platform for tracking and organizing interactions, improving efficiency and collaboration.

Conversations allow users to see Personal Conversations with a Lead/Contact and Group Conversations (where the Lead or Contact is calling or sending messages to a Group phone or IVR) on different threads.

Fastcall offers a powerful and detailed model for tracking modern conversations, designed to capture the full complexity of today’s communication flows.

Fastcall’s data model records every element of the interaction, including multiple participants, transfers, topics, and conversation threads.

This robust structure allows Fastcall to accurately represent the true nature of real-world conversations, where multiple users may participate or take ownership, and calls can evolve across several stages.

By modeling these relationships with precision, Fastcall gives teams greater visibility, reporting accuracy, and contextual understanding of how conversations actually happen — making it one of the platform’s key advantages.

Functionalities

• Creation of Conversations with specified participants based on interaction type and context.
• Association of each interaction (Call, Messages, IVR, and Transfer) with a corresponding Conversation Event.
• Handling missed calls and IVR transitions appropriately within Conversation contexts.
• Efficient management of softphone transfers, creating Conversations based on transfer types.

How it works

Conversations group related calls and messages into a single thread that reflects a coherent discussion or topic. This structure provides clarity by organizing interactions across time and participants, making it easier to understand the full context of communication.

For example, a single Contact may have multiple Conversations with different agents on different topics. Without this structure, users would see a messy list of unrelated calls and messages, making it difficult to follow who said what and when.

So:

• Call – Represents a single voice call. A call may include one or more internal users and external participants.
  
  • Connection – Represents one leg of the call. E.g. a call with two internal users as participants, will have two connections.
  • Connection Attempt – Logs the users that were dialed when routing an inbound call or a transfer. Tells you which users were attempted, and who answered.
  • Call Participant – Relates one call to one participant (internal user or external participant via record or phone number).
  • Call Interactions – Key events during the call, meant for logging and auditing – Through which IVR(s) was the call routed, who answered, which menu option was selected, etc etc.
  • Quality Events – For logging and auditing purposes – Logs moments during a call when the quality was affected by packet loss, long round trip times, etc.
• Phone Number Lookup – Maps a phone number to a Salesforce record to streamline inbound call handling. Speeds up the record search for inbound calls and helps resolve ambiguity when multiple records share the same number, or when no match exists and the user selects a record manually (e.g., by searching by name).
• Conversation – Higher level entity that groups together a series of calls and messages between a set of participants using a provisioned Fastcall number.
  
  Example: A user could have a private Conversation with a Contact using their personal Fastcall number, while also being part of a group Conversation using a shared number assigned to the group (then other users have visibility and can also participate). Participants can be added over time as needed.
  
  • Conversation Participant – Relates one conversation with one participant, used to log the set of participants in a conversation.
  • Conversation Event – Relates one conversation with one call or message (so we know what calls and messages were part of a specific conversation).

Setup Conversations

Set up conversations in Fastcall Settings > Admin Settings > Logging > Conversation Settings.

You will see all the conversations in the Conversations tab.

In each Conversation, you will see details like:

• Internal Caller ID (Fastcall Phone Number)
• Owner
• Last Interaction Time

and in the Related tab:

• Participants
• Topics
• Events
• Extracts (If enabled)

Enable Conversation Extracts

Enabling Conversation Extracts will maintain a custom object related to the Conversation with a text area field containing the conversation extract (Messages and call logs).
Only new messages and call logs will update the extract since the setting is turned on.

Create Historic Conversations

If you want to see Conversations from before Conversations were enabled, you have to Create Historic Conversations, choosing the “from date” and “to date”.

Record Conversations Component

In the Record Conversations Component, you can control which Conversations are displayed in the Record Interactions LWC. You can choose to show only Conversations where the user is a participant, or display all Conversations associated with a specific Fastcall role.

When the Show All Conversations option is not set to private, users can choose how they want to handle these visible conversations on the Record Interactions LWC to control user behavior for conversations they can view but are not directly participating in.

There are three available options:

• Always – (Default) Allows the user to participate in any visible conversation without restriction.
• Ask for Confirmation – Prompts the user to confirm before joining or participating in a conversation.
• Never – Restricts all interaction; the user can only view the conversation in read-only mode.

Close Conversation

You have the option to close Conversations. However, you can still view closed Conversations and reopen them if needed, ensuring that all information remains accessible and allowing you to easily pick up past threads when necessary.

Lookup fields & page layouts

The main Fastcall custom objects include:

• Call
• Connection
• Connection Attempt
• Call Participant
• SMS Message
• Conversation
• Conversation Participant
• Conversation Event

While there are additional custom objects available, these are the primary ones most commonly used.

Lookup fields to all managed objects are added dynamically on Call, SMS Message, Conversation Participant and Call Participant.

However, these lookup fields are not automatically added to the page layout, they must be added manually by the Salesforce admin.

Benefits

• Centralized Communication:
  
  Offers a unified platform for managing diverse communication channels.
   
• Improved Collaboration:
  
  Facilitates structured interactions, enhancing collaboration among users and external participants.
   
  
• Efficient Tracking:
  
  Enables easy tracking and organization of interactions, enhancing efficiency and workflow management.
   
• Enhanced User Experience: 
  
  Streamlines communication processes, leading to a smoother and more intuitive user experience.
   

Overall, Conversations empower users with a comprehensive communication solution, facilitating seamless interactions and enhancing collaboration across various communication channels.

Last updated: Fastcall v9.4.5, 2026-09-04