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Record call notes and the outcome

The Operator writes notes on a call and chooses its outcome from the company's Call Outcome list; the call's activity is kept in step.

When this happens: Operator opens the on-call bar's Notes or Outcome, a call card in the history, or the call detail panel in the Calls list.

Step by step

  1. 1

    On the call card for Maria Popescu's call, clicks Notes.

  2. 2

    Types Wants an offer for 20 licenses by Friday and selects the outcome Callback requested.

    EasyCRM saves both on the call, rewrites the call activity's description with the outcome and notes (when the call has an activity), and audits CallUpdated. Makes the notes findable in the conversation search.

Other paths

Link to an opportunity

Click Link to opportunity and chooses an open opportunity of the customer. Adds it to the activity's links and the conversation's opportunity links.

Outcome required after the call

With RequireCallOutcome on, the bar stays open after hang-up asking for the outcome; the call card shows Outcome missing. Choose Information given. The marker disappears.

Supervisor edits another user's call

A holder of EasyCrm.Calls.Manage corrects the outcome of Ion Rusu's call. EasyCRM saves it and audits who changed what.

Missed call notes

Add a note to a missed call: Tried twice, number busy EasyCRM saves it. No activity is written because the call did not connect.

Edit from the call detail panel

Handled a call but cannot open its conversation (for example holds no EasyCrm.Inbox, or the conversation is outside their scope), so the Calls list row opens the call detail panel. Edit the notes and outcome in the panel. EasyCRM saves them as in the main flow.

If something goes wrong

Notes too long

Notes over 4000 characters are refused with a message showing the limit.

Concurrent edit

The call was changed by someone else since it was opened. Answers with the concurrency conflict and asks to reload.

Outcome option retired

An Admin deactivated Wrong number in the list. It is no longer offered for new choices; calls that already carry it keep it.

Not the handler

An Operator who did not handle the call and lacks EasyCrm.Calls.Manage sees the notes read-only.

Good to know

  • The outcome comes from the company's Call Outcome predefined list: Interested, Not interested, Callback requested, Information given, Complaint, Wrong number.
  • The activity's description carries the outcome and notes and is kept in step when they change.
  • RequireCallOutcome never blocks other work.
  • Field changes are audited as CallUpdated.
  • Notes and outcome can be edited on the call card, the on-call bar and the call detail panel, by the handler and holders of EasyCrm.Calls.Manage.