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I am using the Service Console in Lightning Experience, and using the Chatter Feed component on the Case layout to display updates to the Case.

If I use the "Log a Call" Quick Action from the Chatter publisher, these calls are displayed in the Chatter feed. This is the desired behaviour.

However, if I insert a Log a Call record related to the Case any other way - e.g. using the Developer Console, or my CTI system's custom components - the call does not display in the feed.

If I query the record, it looks exactly the same as the record that is created with the Quick Action. It just seems that the Chatter post is never made in this situation.

I have checked my Feed Tracking settings:

  • Task has Enable Feed Tracking and Subject checked
  • Case has All Related Objects checked

How can I enable calls created with a custom component (part of a CTI system) to display in the case feed?

  • 2
    As far as I can tell, the feed item is just "magic" that's executed by the publisher. As an example, if you run a before insert trigger on Task to change TaskSubtype, the published feed item will reflect the original subtype - i.e. it's not a normal sort of process run off the inserted sObject. – David Reed Nov 12 '18 at 18:21
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There doesn't seem to be a way to create a "Call logged" feed item on the Case, if you are not creating it from UI (or logged through CTI calls, details below).

Based on some quick tests below are my observations.

Whenever a call is logged from UI, a Task with SubType "Call" and Status "Completed" gets created. Additionally a FeedItem is created with Type as CallLogPost and thus is visible in the Case Feed. And that based on this knowledge article, it seems that Feed Item records are created only from UI or a workflow:

Call Logs are closed tasks and you can only create the feed item that way via the "Create Call Log" button in the UI or via workflow updating the original call log task. If you go and edit the task via standard UI edit, the feed sees the resulting record as a generic task, not a call log -- and you get the feed item formatted the way you experienced.

However, if you create a Task with same values, say from Developer Console, the FeedItem record that gets created is of type CreateRecordEvent (if you have feed tracking enabled), and that this Type is not applicable for Case Feed (refer to the documentation on Type in the FeedItem's documentation where a list of values are mentioned those are applicable for Case Feed).

The documentation though mentions that a FeedItem with Type as CallLogPost does get created from CTI calls. So you should be able to see the feed item while logging CTI calls based on this.

CallLogPost—generated event when a user logs a call for a case through the user interface. CTI calls also generate this event.

Unfortunately, you cannot create the FeedItem with Type field set to CallLogPost and that this field is not update-able.


So, in summary, any calls logged from UI or through CTI calls should be able to generate a "Call Logged" feed item on Case.

  • Thank you, Jayant. I will follow up with the CTI vendor to investigate why their app isn't generating these feed posts (despite having enabled the option in their custom settings). – Rob Nov 12 '18 at 23:26

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