Logging and scheduling calls

Calls keep a record of the phone conversations you have with a lead, deal or contact. You can log a call that has already happened, with its outcome and notes, or schedule a call for later and come back to it when it is time.

Calls live on the record's Activities tab together with tasks. The record's Calls tab lists scheduled and completed calls separately and is where you reschedule, complete or cancel a call.

Logging a call

1. Open the lead, deal or contact and go to the Activities tab.
2. Click Add new, then Call > Log a call.
3. Choose the call type, Outbound or Inbound, and set the call date and time. The date cannot be in the future.
4. Enter the duration in minutes and seconds.
5. Pick the owner and edit the subject if needed. The subject defaults to "Outbound call with" the contact's name.
6. Paste a recording URL if you have one.
7. Choose an outcome: Connected, Interested, Not interested, Left voicemail, No answer, Wrong number, Requested follow-up or Do not market.
8. Add an agenda and notes, then click Save.

The call appears under Closed activities with the heading "Call logged". Its badge shows the outcome, or "Completed" when the outcome is Connected.

Scheduling a call

1. On the Activities tab, click Add new, then Call > Schedule a call.
2. Choose the call type and set the date and time. The date cannot be in the past.
3. Pick the owner, edit the subject, and add an agenda or notes.
4. Click Schedule.

The call appears under Open activities with the "Upcoming" badge, sorted by its scheduled time together with your open tasks. Click the call's subject to see its details. You can also log or schedule a call from the record's Calls tab with the Log a call and Schedule a call buttons.

Managing a scheduled call

Go to the record's Calls tab. The Scheduled calls sub-tab lists upcoming calls and the Completed calls sub-tab lists logged and cancelled calls. Open the menu on a scheduled call to:

• Mark as completed: opens the log form filled with the call's details so you can add the duration, outcome and notes.
• Reschedule: pick a new date and time and add a note. The call is then labelled "Rescheduled".
• Edit: change the call type, date and time, owner, subject, agenda or notes.
• Cancel call: keeps the call on the record, under Completed calls, marked "Cancelled".
• Delete: removes the call. A completed call can also be deleted from its menu.