CRM Action Block

The CRM Action block writes to Salesforce from the conversation flow. With it you can save what the person answers, mark the source of a lead, change the status of a request or create a new record. The block has a different name depending on your integration type:

Integration type	Block name
Single object	CRM Action
Multi-object	CRM Multiple Object Action

In multi-object the names are very similar and easy to mix up. The one that writes is CRM Multiple Object Action. The one that only reads is called CRM Multiple Object, without “Action”.

What to understand first

Each CRM Action block writes a single property. If you need to save three pieces of data, you will use three blocks. In addition, the block does two different things depending on the case:

If it finds the person’s record, it updates it.
If it does not find it, it creates it.

This difference matters more than it seems. Some Salesforce fields only accept values at creation time: for example, a field that a validation rule requires on create, or the record type of a Person Account.Since the block writes after the record is created, in those cases the value arrives too late. If you run into this, check advanced settings.

Add the block

From the conversation builder, open the blocks panel and look for CRM Action under Advanced blocks.

Drag it onto the canvas and click Settings to open it.

Configuration

Single object
Multi-object

1. Object and hierarchy

Object. Choose which object you are going to write to. It can be your parent entity (for example Contact) or one of its related objects.Hierarchy. Defines what happens when the person has more than one record of that object. It is an important decision and easy to overlook.

Option	What it does
First created	Uses the oldest record
Last created	Uses the most recent record. It is the most common option
Custom	You define a filter: for example, the record whose Status field is Active

2. Property and value

Choosing the property and the value to save

Property. The Salesforce field you are going to write.Value. What you want to save. It can be fixed text, or a conversation variable using double curly braces, for example {{nombre}}.

The field type changes how this part looks. If it is a picklist, you will see the available options instead of a text box. If the options you expect do not appear, you probably need to sync objects.

3. Create a new object

At the bottom of the modal there is a toggle: “Create a new object with this configuration”.

If you turn it on, Treble always creates a new record, without first checking whether the person already exists.Use it only when you really want one record per conversation (for example, a new request each time). If you turn it on for the main object by mistake, you will end up with a duplicate contact for every conversation.

In multi-object the block asks for one more step at the beginning, because you first have to say which of your objects you are working on. The modal has three numbered steps.

1. Reference object and phone field

Steps 1 and 2 of the CRM Multiple Object Action block

Reference object. Which of the objects you configured during installation you are going to use in this block (for example Lead, Account or a custom object).Phone lookup field. Which field of that object is used to look up the person.

This field serves two purposes at once: it is where Treble looks up the record, and also where it writes the number when it creates one.Changing it later affects both. If all your historical records have the number in the previous field, Treble will stop finding them and will start creating duplicates. Check advanced settings before changing it.

2. Object and hierarchy

On the same screen, step 2 asks for the object you are going to write to and the hierarchy. It can be the same reference object or a related one.In addition to First created and Last created, multi-object offers Custom, which lets you point to a specific record with a property and a value:

Custom hierarchy with property and value

The value accepts conversation variables. In the example, Account ID = {{client_id}} writes exactly to the account whose Id was saved in the {{client_id}} variable — useful when you already read the Id in a previous block and want to make sure you write to that record and not another one.

3. Property and value

Property. The Salesforce field you are going to write (in the example, Account Name).Save as text. The value. It can be fixed text or a variable with double curly braces, for example {{nombre_cuenta}}.

Below it is the “Create a new object with this configuration” toggle. If you turn it on, Treble always creates a new record of the object from step 2, without first checking whether it already exists.Use it only when you really want one record per conversation. If you turn it on for your main object by mistake, you will end up with a duplicate record for every conversation.

How it looks in the flow

Once configured, the block shows a summary of what it does, so you can read the flow without opening each one. In single object it looks like this:

Object: Contact
Hierarchy: Last created
In the property: Lead Source
  ↳ Set: Web

In multi-object the summary also includes the reference object and the lookup field:

Read and write blocks on the flow canvas

On the left is the read block (CRM Multiple Object, which ends in a variable) and on the right the write block (CRM Multiple Object Action, which ends in In the property → Set). The icon and the last box of the summary are the quickest way to tell them apart at a glance.

When it writes, and why the order matters

Each block writes to Salesforce at the exact moment the conversation passes through it. It does not wait for the end of the flow, and it is not undone if the person abandons the conversation afterwards.

Incomplete conversations also leave data behind. If you place an action block right after the first question and the person drops off there, that data has already been written to Salesforce.This is the cause of the most common complaint about “junk information in the CRM”.

How to avoid partial data

Write at the end, not along the way

Save the answers in conversation variables during the flow, and place all the action blocks together at the end, after the last question.That way only the information of those who completed the flow reaches the CRM.

How to save to variables

Mark who completed the flow

If you prefer to write along the way —for example so you don’t lose the data of those who drop off— add one last action block that marks a “flow completed” type of field. You can then filter by that field in Salesforce.

Do I need to connect another block after the action block?

Not for the write to happen: the block writes when the flow passes through it, whether or not there is a next block.But yes for the flow to make sense: an action block does not say anything to the person. If it is the last step, the usual thing is to add a closing message after it.

Common issues

The field I want does not appear in the list

It is almost always a lack of sync. Run the object sync and open the block again.

Salesforce rejects a picklist value that does exist

It is usually the record type. Record types define which picklist values are valid on each record, so a value that is correct for one type can be invalid for another.

Record types

The data is saved to a different record than I expected

Check the hierarchy. If the person has several records and you chose Last created, the block writes to the most recent one, which may not be the one you have open in Salesforce.

The CRM name field ends up with the text of a message

For example, a contact whose name in Salesforce ended up as “Hi, I saw the ad and I want information”.It is almost always an action block writing the person’s answer to the name field. Check which property that block has configured: it is easy to point to Name or FirstName when you actually wanted a custom field.

Duplicate records are being created

Check whether the “Create a new object” toggle is turned on in a block where it shouldn’t be. Also check that the phone lookup field is the same one where the numbers of the existing records are stored.

Salesforce responds that it was saved, but the field stays empty

There may be an automation in your Salesforce (a Flow, Process Builder or trigger) that clears or overwrites that field after the record is created.A quick way to confirm it: if the value is saved when writing to a record that already exists, but not when it is created, there is almost certainly an automation that runs on creation.

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CRM Action Block

What to understand first

Add the block