Calls and activity
What comes back
When your team makes calls in FrontSpin, those calls become activity in Salesforce — so the customer record shows what happened without anybody writing it up twice.
| Arrives | Carries |
|---|---|
| A call | Who, when, the outcome |
| An AI summary | A short account of the conversation |
| A transcript | What was said, by whom |
| A contact change | Fields edited in FrontSpin |
The four messages FrontSpin sends
| Message | Sent when |
|---|---|
call.create | A call starts being recorded |
call.update | Its details change |
call.ai.update | A summary or transcript is ready |
contact.update | A contact is edited in FrontSpin |
Why summaries arrive late
A summary and a transcript are produced after the call ends, by FrontSpin's own processing. They arrive as a separate message, usually minutes later.
So a call appearing without a summary is normal, briefly. If the integration asks for one too early, FrontSpin answers plainly — "summary/transcript not ready yet for Call ID … Please wait a moment and try again" — and that is recorded as a sync error that resolves itself on the retry.
A handful of "not ready yet" errors on a busy day is normal. Hundreds are not.
Transcripts are read, never written
There is no transcript endpoint in FrontSpin and no transcript to address. Summaries and transcripts exist only as fields on the call record, read back through the calls endpoint.
So nothing in Salesforce can create, change or delete a transcript. The integration refuses those operations before making any request at all.
One subtlety worth knowing
On a call.ai.update message the object id is the transcript's id, not the call's. The call
id is carried separately inside the message.
That matters if you are ever reading raw log entries and trying to match a summary to a call — the most obvious-looking id is the wrong one.
Tasks
Calls also drive Salesforce Tasks through a separate pipeline, which routes on the Record Type
of the Contact the Task points at — the same rule the rest of the integration uses, applied to
Task.WhoId.
Like the main path, Tasks are grouped by tenant and sent in chunks rather than one at a time, so a large load does not exhaust the request budget.
What goes wrong
| Symptom | Cause |
|---|---|
| Calls do not arrive at all | The webhook is not configured, or the signature does not match. |
| Calls arrive, summaries never do | Summaries are produced later. Check for repeated "not ready yet" errors. |
| A call arrives against no record | The contact does not exist in Salesforce yet. See the correlation retry settings in Webhooks. |
| Everything stopped at once | Check whether the receiving site is still active. |
Where this fits
Getting messages to arrive at all is Webhooks. Which fields they write is fields coming back.