Who this is for / When to use
Use this action if you:
Use an external calling system (outside Kyrios)
Want all inbound and outbound calls logged on the contact timeline
Need call recordings and metadata stored inside Kyrios conversations
What you need before starting
Access to Automation > Workflows
A third-party calling system that can send webhook requests
Permission to use Inbound Webhook triggers (premium trigger)
What the Log External Call action does
The Log External Call action creates a call record on a contact using data received from an inbound webhook.
When the workflow runs:
Call details are logged on the contact
Recordings (if provided) appear in Conversations
Calls are visible alongside native Kyrios call history
Step 1: Create or open a workflow
Go to Automation > Workflows
Click + Create Workflow or open an existing workflow
Step 2: Add the Inbound Webhook trigger
Click Add New Trigger
Search for and select Inbound Webhook
Copy the generated webhook URL
Configure this URL inside your external calling software
Click Fetch Sample Requests
Save the trigger
Important: The webhook must send call data (direction, phone numbers, status) for the workflow to work correctly.
Step 3: Create conditional branches for call direction
3.1 Add an If / Else condition
Click the + icon below the trigger
Search for If / Else and add it
3.2 Configure branches
Create two branches:
Inbound Call branch
Condition:
directionisincoming
Outbound Call branch
Condition:
directionisoutgoing
The direction field should be selected from Inbound Webhook Trigger values.
Step 4: Identify or create the contact
Inside each branch, add a Create Contact action.
Phone field mapping
Inbound call branch: map Phone →
Inbound Webhook Trigger > FromOutbound call branch: map Phone →
Inbound Webhook Trigger > To
This ensures Kyrios correctly identifies or creates the contact before logging the call.
Step 5: Add the Log External Call action
Click + after the Create Contact action
Select Log External Call
Map the following fields using Inbound Webhook Trigger values:
Direction (mandatory)
Date (ISO 8601 format; optional — defaults to current time)
To (receiver phone number)
From (dialer phone number)
Call Status (completed, answered, busy, no-answer, failed, canceled, voicemail, pending)
Attachment (call recording URLs, comma-separated)
Use the tag icon on each field to select values from Inbound Webhook Trigger.
Step 6: Save and publish the workflow
Click Save Action
Toggle the workflow from Draft to Publish
Click Save
Where logged calls appear
Logged calls appear in the Conversations section of the contact record
Call recordings are playable directly from the timeline
Benefits of logging external calls
Centralized history: All calls stored with the contact
Better context: Agents see full interaction timelines
Improved reporting: External calls are auditable inside Kyrios
Common issues and fixes
Call not logged
Confirm webhook data includes direction and phone numbers
Ensure Create Contact runs before Log External Call
Call logged without contact
Verify phone mapping (From vs To) matches call direction
Recording not visible
Ensure recording URLs are publicly accessible
Separate multiple URLs with commas
FAQs
What does Log External Call do?
It logs inbound or outbound calls from external systems onto a contact using workflow automation.
Is the Inbound Webhook trigger required?
Yes. This action relies on webhook data to receive call details.
Where do calls appear in Kyrios?
Calls appear in the Conversations section of the contact profile.
Are recordings supported?
Yes. Provide recording URLs in the Attachment field.
What fields are mandatory?
Direction
At least one phone number (From or To)