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Communications: Call Logs Overview & Best Practices

Jennifer Trower Updated by Jennifer Trower

Read Time: 4 mins

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Call Logs allow users to record and collect data while on the phone with a customer. This ensures important details are documented and linked directly to the relevant account. Users can also convert call logs into tickets to track issues and follow up effectively.

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 three 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.”

Call Log Window

The Call Log window stays open even if you navigate elsewhere within your instance. Click the green header to minimize it and continue taking notes or looking up information during the call.

Call Log Window Features
  1. Timer: Starts automatically when the log begins and continues until saved.
  2. Linked Entity: Shows which account or item the log is associated with; clicking it opens more details.
  3. Subject: Describes the reason for the call.
  4. Body: Used for documenting call content, including notes and troubleshooting.
  5. Create Public Ticket: If checked, a public ticket is automatically generated upon saving.

Locating Saved Call Logs

There are two different ways for you to locate a saved call log for a customer within your instance. The following outlines these options.

Using Communications in the Main Menu

Navigate to Communications → Call Logs. The Call Logs page provides an overview of all recorded calls in your Sonar instance. It also allows users to convert these logs into tickets and perform administrative actions based on role permissions.

  1. Filtering Call Logs: Use filters to narrow down call logs by details like account or usernames.
    For more information on Filtering, click here.
  2. Account: Shows the account linked to the call log. Click the name to open the account.
  3. Subject: Displays the call’s subject, entered by the user.
  4. Duration: Indicates how long the call lasted—from start to creation.
  5. User: Shows who started the call log.
  6. Created: Time and date when the log was recorded.
  7. Edit: Modify call log details. (Available based on user permissions.)
  8. Create Internal Ticket: Opens a modal to generate an internal ticket using call log details.
  9. Create Public Ticket: Opens a modal for creating a public-facing ticket.
  10. Delete: Permanently removes the call log. (Visible based on user permissions.)

Account Management Page

While viewing the account management page, you will navigate to the Correspondence tab. This section reflects all call logs taken within your instance per this individual account, and includes options to action them into tickets.

  1. Subject: Displays the call’s subject, entered by the user.
  2. Duration: Indicates how long the call lasted—from start to creation.
  3. User: Shows who started the call log.
  4. Created: Time and date when the log was recorded.
  5. Edit: Modify call log details. (Available based on user permissions.)
  6. Create Internal Ticket: Opens a modal to generate an internal ticket using call log details.
  7. Create Public Ticket: Opens a modal for creating a public-facing ticket.
  8. Delete: Permanently removes the call log. (Visible based on user permissions.)

Best Practices & Tips for Using Call Logs

In this section, we have included some best practices for making the most out of your call logs, and tips on how to use them in the most efficient manner.

Call Logs Should Include:

  • Informative Subjects: Include caller name and topic (for example, “Tom re: Billing Questions”).
  • Caller Information: Note full names and departments for clarity.
  • Customer Issue: Document issue details, troubleshooting steps, and background info.
  • Issue Status: Clearly state resolution or next steps.
Example: “Answered Linda’s questions about delinquency settings—no follow-up needed.” or “Couldn’t change delinquency status for account #456; investigating with developers and will update Linda by end of day Wednesday.”
  • Contact Information: Add preferred contact methods for follow-ups.
  • Additional Comments: Include context such as customer demeanor or access issues.

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Communications: Messages Overview

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