Issue
After setting up my Call Tracking Metrics account, forms and SMS messages are appearing in the Kipu CRM call queue and the information is not transferring correctly. Why is this happening and how can I fix this?
Environment
Kipu CRM, Roles: N/A, Features: Call Tracking Metrics Integration Guide, Call Queue.
Resolution
- Log into your Call Tracking Metrics account.
- Select the Settings icon on the top left-hand corner of your screen.
- Using the left-side panel, select Settings. Next, select Webhooks.
- Locate the Kipu Post-Call Webhook. This will be the webhook containing the trigger set to "At the end of a call/form/chat, once all data has been captured [end]." Select Edit.
Important
Take note of the trigger present on the Post-Call Webhook. It will post information to the Kipu Webhook at the end of any call, form, or chat (text message) which is causing those unwanted activities to appear in your CRM call queue.
- Contact CTM Support for guidance on configuring specific triggers or filters to ensure that only relevant call activities are posted to the Kipu post-call webhook. You can do this by submitting a support ticket or starting a chat session with a CTM representative through your CTM account.
Cause
Form submissions and/or SMS messages populate into your CRM call queue due to the post-call webhook that is present in your CTM account. This is caused by the specific trigger tied to the post-call webhook "At the end of a call/form/chat, once all data has been captured [end]."