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CRM Calls & Follow-Up

Purpose​

CRM Calls & Follow-Up adds a structured Log Interaction action to leads, opportunities, and CRM activities. Each interaction records a type, outcome, timing, notes, evidence, and the automation selected for that outcome. Rules can add tags, change responsibility or stage, schedule one follow-up activity, notify a team leader, or invoke Odoo's native Lost action.

This is a logging and CRM workflow addon; it does not place telephone calls. This guide describes the Odoo 19.0 source workflow. No interaction or outbound notification was executed for this documentation review.

Before you start​

Install the package for your exact Odoo major. The 19.0 manifest requires CRM (crm) and declares no Enterprise-only or other Corvus addon dependency. Have a Sales Manager prepare company-specific interaction types, outcomes, and rules. Prepare working calendars if using business-day follow-up deadlines.

Review any rule that changes ownership, marks a record lost, or notifies someone before using it in live sales work. Those effects happen when the interaction is logged, not merely when a manager later reads the interaction.

Access and roles​

Sales users can read configuration and log permitted interactions on accessible CRM records. Own-document users see non-sensitive interactions for assigned or unassigned leads; all-document sales users see non-sensitive company interactions. Sales Managers manage configuration and can log/read sensitive outcomes within allowed companies.

Completing a source activity requires its assigned owner or a CRM manager. A sensitive outcome or a destructive/manager-required rule requires a manager to log it. Interaction audit records cannot be edited or deleted after creation through ordinary actions.

Setup and menu​

  1. Open CRM → Configuration → Interaction Types and define company-specific types with unique codes, such as Call or Meeting.
  2. Open Interaction Outcomes. Choose a class—Neutral, Positive, Negative, or No Answer—and whether notes, attachments, or manager-only treatment are needed. Optionally define a default follow-up activity, delay, calendar-day/business-day mode, calendar, and summary.
  3. Open Interaction Automation Rules. Scope a rule by company, dates, team, current stage, interaction type/outcome, lead type, priority, source, or campaign. Greater specificity wins, then lower sequence and record order. Matching rules are not all executed together.
  4. Choose the rule's actions and follow-up owner. Test Rule Summary explains its precedence and actions; it does not run the rule. A native Lost rule cannot also move stage, set probability, reassign, or schedule a follow-up. Manual probability must stay below 100; it is not a replacement for the native Won flow.

Workflow​

  1. Open an active lead or opportunity and select Log Interaction. You can also use a CRM activity's interaction action; it carries the source activity into the wizard. Restore an archived lead before logging new work.
  2. Choose an active interaction type and outcome from the lead's company. Enter contact/channel details, start/end time or duration, notes, attachments, and the next-step proposal as appropriate. Negative duration or an end before the start is rejected.
  3. Read Selected Rule, the rule preview, and expected follow-up date before saving. If required evidence is missing or the outcome requires a manager, resolve that first.
  4. Select Log Interaction. The workflow records the interaction, applies the selected rule, and schedules its follow-up or the outcome's default follow-up when applicable. A selected source activity is completed only after access and ownership checks. Inspect the resulting record and actual generated activity.
  5. Use the lead's interaction history and CRM → Sales → Interaction Queue to review work. CRM → Reporting → Interaction Outcome Analysis provides analysis of recorded outcomes. The interaction summary report provides a printable record for accessible leads.
  6. For multiple selected leads, use bulk logging only for record-only, tag, and follow-up rules. Bulk mode rejects source-activity completion, sensitive outcomes, stage/probability/ownership changes, manager notifications, Lost actions, and manager-required rules. Inspect the full selection before applying a shared outcome.

Practice scenario​

In an authorized test database, define a Call type and “Requested specification sheet” outcome for fictional company “Harbor Engineering.” Set a default follow-up activity two calendar days later. On “Harbor Engineering — pump enquiry,” log a five-minute call with a note and next-step proposal. The intended result is an immutable interaction plus one assigned follow-up. Inspect the actual deadline and owner. This source-derived practice case has not been executed here.

Troubleshooting and limitations​

If an expected rule is absent, check its active state, company, effective dates, and scope, then examine the wizard preview. An outcome can still supply a follow-up when no rule supplies one. Business-day scheduling depends on a usable calendar. The target stage must be available to the lead's team, and configured responsible users must be internal users of its company.

If an activity has already been completed or removed, refresh instead of trying to complete it again. A saved interaction is retained as audit evidence; it is not an editable call note. Logging an interaction does not automatically establish that a first-response SLA was satisfied: that separate addon has its own qualifying-event rules.

The catalogue lists 15.0–20.0. Target-stage team scoping differs between 15.0–18.0 and 19.0; older versions also use different native list/form conventions. The 20.0 package changes access-definition format. The primary workflow here is 19.0; other branches received targeted comparisons only.