Overview
Record customer phone interactions and link them to the right CRM record.
Main purposeRecord customer phone interactions and link them to the right CRM record.
Important areasCall list, direction, subject, owner, related customer record, notes, activity.
Business valueCall logging keeps verbal communication visible for sales and service teams.
Where To Find It
Common Path: Work > Calls
Exact access can depend on your QCRM role. If the menu item is not visible, ask an administrator to review your permissions.
How It Works
- Calls record a conversation or attempted conversation.
- A call can be incoming or outgoing and can link to customer, lead, deal, case, or other context.
- Logged calls appear in activity history so other users can understand what happened.
Main Areas
| Area | What It Is Used For |
|---|---|
| Call list | Review recent and historical calls. |
| Call details | Shows direction, notes, owner, and related record. |
| Related record link | Connects the call to customer or work context. |
Important Fields And Controls
| Field Or Control | What It Means | When To Use It |
|---|---|---|
| Direction | Incoming or outgoing. | Use to show who initiated the conversation. |
| Subject | Short call description. | Use a meaningful summary. |
| Owner | Responsible user. | Use for accountability. |
| Related record | Customer or CRM record connected to the call. | Use whenever possible. |
| Notes | Conversation details or outcome. | Use concise business notes. |
Recommended Workflow
- Open Calls and select New.
- Choose incoming or outgoing direction.
- Enter subject, owner, and related record.
- Write the outcome or follow-up notes.
- Create a task if another action is needed.
Best Practice
- Log important calls soon after they happen.
- Keep notes factual and customer-focused.
- Use tasks for future work instead of hiding next steps inside call notes.
Troubleshooting
- If a call is not visible on a related record, confirm the related record was selected.
- If owner assignment is blocked, your role may not have assign-owner permission.
- If notes are too long, summarize the key outcome.
FAQ
Should missed calls be logged?
Yes, if the missed call affects customer follow-up.
Can a call be linked to a deal?
Yes, when the conversation belongs to that opportunity.