Table of Contents

Communications: Call Logs Overview & Best Practices

Jennifer Trower Updated by Jennifer Trower

Read Time: 5 mins

Open Sonar Cast

Call logs help users capture important details while speaking with a subscriber and save that information directly to the correct account. They can also be turned into tickets for easier issue tracking and follow-up.

Permissions

Before getting started with the Call Logs feature, your user roles will need to be adjusted to account for the permissions required to access and manage Call Logs.

If you're a Super Admin, you already have full access and no changes are needed. To learn more, see the Roles and Permissions article.
Permission Details

1. View all call logs: Required to access the “Call Logs” tab and call logs in the Correspondence tab of an account.
2. Create a call log: Allows creation of new logs.
3. Update a call log: Enables editing of existing logs.
4. Delete a call log: Grants the ability to delete logs.

Using Call Logs

How to Start a Call Log

There are four places that you can start a call log from, each of which is outlined below:

  1. Global Search: Double-tap the SHIFT key to open the global search bar. After finding an account, click the phone icon next to it to begin logging the call.
  2. Account Management Page: Click the dropdown arrow next to the Edit menu and select “Add Call Log.”
  3. Account List Screen: From the main list, click the dropdown arrow next to an account and choose “Add Call Log.”
  4. Call Logs Management page: From the main menu, navigate to Communications > Call Logs. From there, click Add Call Log, select the appropriate account, and enter the details needed to document the call log.
    When creating a call log from the Call Logs Management page, the call log window includes an Account field. This lets you select the account the call log should be associated with before entering the rest of the call details.

Call Log Window

The Call Log window stays open as you move through your instance, making it easy to keep working during a call. Click the green header to minimize it while you take notes or look up information.

Call Log Window Features
  1. Timer: Starts automatically when the call log begins and runs until the log is saved.
  2. Linked Entity: Shows the account or item connected to the call log. Select it to view more details.
  3. Subject: Briefly describes the purpose of the call.
  4. Body: Used to record notes, call details, and troubleshooting information.
  5. Create Public Ticket: When selected, a public ticket is created automatically when the call log is saved.

Locating Saved Call Logs

Saved call logs can be found in two ways within your instance. The following sections outline these options.

Using Communications in the Main Menu

Navigate to Communications > Call Logs to view all recorded calls in your instance. From this page, users can review saved call logs, create a new call log, convert call logs into tickets, and perform other actions based on their role permissions.

  1. Add Call Log: Opens the call log window so users can create a new call log, select the associated account, and document call details.
  2. Filtering Call Logs: Use filters to narrow the list of call logs by details such as account or username.
    For more information on Filtering, click here.
  3. Account: Shows the account linked to the call log. Click the account name to open it.
  4. Subject: Shows the subject entered for the call.
  5. Duration: Shows how long the call lasted.
  6. User: Shows who created the call log.
  7. Created: Shows the date and time the call log was recorded.
  8. Edit: Lets users update call log details, depending on their permissions.
  9. Create Internal Ticket: Opens a window to create an internal ticket from the call log.
  10. Create Public Ticket: Opens a window to create a public ticket from the call log.
  11. Delete: Permanently removes the call log, depending on user permissions.

Account Management Page

From the Account Management page, navigate to the Correspondence tab to view call logs associated with that account. This section shows all saved call logs for the account and includes options to turn them into tickets.

  1. Subject: Shows the subject entered for the call.
  2. Subject: Shows the subject entered for the call.
  3. User: Shows who created the call log.
  4. Created: Shows the date and time the call log was recorded.
  5. Edit: Lets users update call log details, depending on their permissions.
  6. Create Internal Ticket: Opens a window to create an internal ticket from the call log.
  7. Create Public Ticket: Opens a window to create a public ticket from the call log.
  8. Delete: Permanently removes the call log, depending on user permissions.

Best Practices & Tips for Using Call Logs

Use call logs to capture clear, useful details that make follow-up easier and keep account records accurate.

Call Logs Should Include:

  1. Informative Subjects: Use clear subject lines that include the caller’s name and the reason for the call.
  2. Caller Information: Include the caller’s full name and department when relevant.
  3. Customer Issue: Record the issue, any troubleshooting steps taken, and any important background details.
  4. Issue Status: Note the outcome of the call or the next steps that need to happen.
    Example: “Answered Linda’s questions about delinquency settings. No follow-up needed” or “Unable to change delinquency status for account #456. Working with developers and will update Linda by Wednesday.”
  5. Contact Information: Add the best contact details for any needed follow-up.
  6. Additional Comments: Include any helpful context, such as customer demeanor or account access issues.

How did we do?

Communications: Messages Overview

Contact