How to integrate with Active Campaign

Overview

Spoke Phone’s Active Campaign integration syncs Active Campaign's contacts into your Spoke Phone, and logs all calls made on Spoke Phone against the customer record in Active Campaign. If users have Spoke Phone standard or pro licenses, they are able to dictate call notes and follow up after calls, which are transcribed into text and also added to the customer record in Active Campaign.

This article will show you how to set up and use Spoke Phone's Active Campaign integration. It contains the following sections:

• Requirements
• Connecting Active Campaign
• Data syncing
• Contact records
• Call records / logs
• Call notes and follow up
• Formatting phone numbers
• Call reporting
• Known Limitations
• Data logging

Requirements

• Paid Active Campaign account, with API access.
• Spoke Phone standard or pro license.
• Administrator access/rights to Active Campaign.
• Administrator access/rights to SpokePhone.

Connecting Active Campaign

This process involves four steps:

1. Add the Active Campaign Integration
2. Enter your Active Campaign base URL
3. Create a new API key in Active Campaign
4. Select the default Active Campaign user name

Step 1: Add the Active Campaign integration

• Log into Active Campaign with a user that has full administrator rights.
• In a separate tab, go to your Spoke Phone account portal online and login.
• Find integrations on the side menu.
• Click add.
• Select to add on the Active Campaign card.
• Click connect your Active Campaign.

Step 2: Enter your Active Campaign base URL

• In the Spoke Phone account portal, a pop-up window will open.
• Enter the BaseURL from Active Campaign.
• You will find the BaseURL by following the instructions written under the base URL* field (shown in the screenshot below).

Step 3: Create a new API key in Active Campaign

• Navigate to the API section of Active Campaign by following the instructions written under the API Key* field in the popup screen in Spoke Phone.
• Copy the API Key.

• Return to the Spoke Phone account portal, and past the API key into the API key field.
• Press save.
• The data source is now linked.
• Press ok.
• Then press next.

Data Syncing

It may take a while to initially sync your contacts to Spoke Phone. Plan for roughly 1 hour per 10,000 contacts.

Contact records

• To find Active Campaign contacts in the Spoke Phone app, go to the external directory.
• Search Active Campaign contacts from the Spoke Phone app using the search bar at the top of the app.
• When a call comes into Spoke Phone, if the corresponding phone number calling is found in Active Campaign, Spoke Phone will display the customer's name.
• If more than one person is found having that number in Active Campaign, Spoke Phone will pick the first person found, and let you know there are other potential matches.
• You cannot edit contact records in Spoke Phone (by design). You can edit contact information in Active Campaign and Spoke Phone will be updated within minutes.
• Contacts that have multiple email addresses and phone numbers in Active Campaign, will show and be searchable in Spoke Phone with/across all the email addresses and phone numbers.

Call records / logs

• If you have a call from a number found in Active Campaign, Spoke Phone will add a call log to that person.
• If more than one person is found having that number in Active Campaign, Spoke Phone will pick the first person found, and add a call log to that person.
• Call logs will usually be added to Active Campaign a couple of minutes after the call.
• If the Spoke Phone user is also an Active Campaign user, call logs will be recorded against their account. This requires that the email address for the user in both Spoke Phone and Active Campaign be the same.
• If the Spoke user is not also an Active Campaign user, call logs will be recorded against the default Active Campaign user that you selected during the integration setup above.

Call notes and follow up

• If a Spoke Phone user dictated follow up notes after a call, the notes will be transcribed into text and available in the call log for that customer in Active Campaign.
• Transcribed call notes will usually be added to Active Campaign a couple of minutes after the call.

Formatting phone numbers

• Phone numbers in Active Campaign need to be in the correct format.
• For numbers in other countries, ensure Active Campaign users follow the best practice of adding international dialing code in the E164 format. Eg: +61, +1, etc.
• If phone numbers in Active Campaign do not have an international dialing code, Spoke Phone will dial the number as though it is a local number to your Spoke Phone account. If your Spoke Phone account is based in Australia, Spoke assumes that all non-E164 format numbers in Active Campaign are Australian numbers.
• Spoke Phone will attempt to fix bad formatting on phone numbers you have stored in Active Campaign. For instance, adding country codes, inserting local dialing prefixes, etc. If Spoke Phone is unable to fix the formatting, you will need to fix the number in Active Campaign.

Call reporting

Active Campaign does not as yet have any detailed call or task reporting.

Known Limitations

• Calls from unknown callers do not create new contact records in Active Campaign. 
• If multiple Active Campaign records have the same number, no call log will be added.
• Call recording files or links to files are not yet added to the Active Campaign call record.
• If you add additional voice notes to a call history record in Spoke Phone at a later date (well after the call has ended), they will not be added to Active Campaign.

Data logging

Spoke Phone uses Active Campaign's API to log calls and notes. When you create an API in Active Campaign it is created under the user name that you are logged into Active Campaign with, let's say Jane Doe. This means that when the API writes a call log or note to Active Campaign, it will say that "Jane Doe added a task", etc. because you created the API under Jane Doe's Active Campaign account. This is a limitation of the Active Campaign API.

If, for instance, your employee Bob Davey called a customer (Nigel Adam), then the task in Active Campaign would look like this:

Task Completed - Call with Nigel Adam
Bob Davey Task Completed Call with Nigel Adam
06/29/2020 06:02:19

Outbound call to Nigel Adam from Bob Davey
Called out from +1 650 XXX XXXX
Called out to: +1 646 XXX XXXX
Spoke for 2:13 secconds

Note: 
<Whatever end-of-call dictated notes Nigel left, are transcribed here.

Added by: Jane Doe, 19 minutes ago

The second time your API user comes into effect is when you have Spoke Phone users who are not users in Active Campaign. In this case, when those Spoke Phone users make or take customer calls, the call log in Active Campaign will be logged by Jane Doe (your API user) as below, because there is no matching Active Campaign user. 

Task Completed - Call with Nigel Adam
Jane Doe Task Completed Call with Nigel Adam
06/29/2020 06:02:19

Outbound call to Nigel Adam from Bob Davey
Called out from +1 650 XXX XXXX
Called out to: +1 646 XXX XXXX
Spoke for 2:13 secconds

Note: 
<Whatever end-of-call dictated notes Nigel left, are transcribed here.

Added by: Jane Doe, 19 minutes ago