Logging a call during the call
How do I add notes, and other call details, while a call is in progress? How do I link the call to one or more related Salesforce records—for example, both a contact and an account?
During an inbound or outbound call and before the next call arrives, you can add a note, and other details, to the task record related to the current or last call. You can also link the task record to one or more related Salesforce records. For information about call logging, see Call logging in task records. During and after the call, use Log a Call to add notes about the call. Log a Call may appear in the page layout (Classic only) or in the utility bar depending on your configuration.
The type of Salesforce object that you can add notes to in this way depends on which objects you have configured. For information on configuring Salesforce objects to accept call notes, see Configuring call logging in task records.
To add notes and link the call to a record, you must have the related Salesforce record open. Depending on your configuration, Salesforce may have popped a record relating to the current call for you. Alternatively you can open any Salesforce record that you want to relate the call to.
Adding notes
Type your notes in the Notes or Call Notes field.
Depending on the configuration of Vonage in Salesforce, an additional field or fields might appear below or alongside the Notes field. Provide information in these fields as appropriate.
Relating call to one or more Salesforce records
Depending on the configuration of your account, the Name, Related To, or both, fields can appear in the Log a Call area. You can use one or both of these fields to link the call to one or more records.
The first record—in the Name field—must be a contact or lead. The second record—in the Related To field—can be any record of an allowed standard or custom object type, such as an account or opportunity, for which you track activities.
The Name section consists of two parts. The first part is a list of object types, usually just Lead and Contact. The second part is a Salesforce Standard Lookup field. This field contains the name of the lead or contact already related to the call, if available. If the call isn't related to a lead or contact, or if you want to relate the call to different lead or contact, use the lookup field to search for a specific record of the chosen object type. For information about using the lookup field, see Salesforce help.
The Related To section also has two parts. Again, the first part is a list of object types. The list contains either all standard and custom (for which you track activities) object types that you have access to, or an allowed list of object types as configured by your administrator. The second part is a Salesforce Standard Lookup field. This field contains the name of any record (other than a lead or contact) already related to the call, if available. If the call isn't related to a record (other than a lead or contact), or if you want to relate the call to a different record, use the lookup field to search for a specific record of the chosen object type. For information about using the lookup field, see Salesforce help.
When using Lightning Experience you can also create a new record from the lookup field and link the record to the call automatically. However, if you have overridden the standard new record action, you need to manually link to the record after creation.
If you have access to only one object type in either of the lists, the list part does not appear. The lookup field is still available, but searches only the records of the object type that you have access to.
If you open a record not related to the call during the call but of a configured object type that you have access to, a button appears under the Name and Related To fields. Click the Link call to name button to relate the call to the current record. The Name field or the Related To field is updated according to the object type of the record.
If you want to remove the relationship between the current call and either or both of the related records, delete the value or values in the Name and Related To fields.
If not enabled for your account, or if you are using Salesforce Classic, you can only link the call to one related record. By default the call is linked to the record that Salesforce pops.
Saving your changes
When you are finished click Save.
If you have not configured collapsing of notes for Salesforce Classic:
When you click Save, the button is temporarily disabled and is re-enabled when your changes have been saved. Additionally, depending on your configuration, your changes might appear in the Chatter feed within the Salesforce object.
If you have configured collapsing of notes for Salesforce Classic:
When you click Save, the button is disabled and the notes and the additional fields area is collapsed. To show it again click Expand, or when a new call arrives, the Log a Call area automatically re-expands. Additionally, depending on your configuration, your changes might appear in the Chatter feed within the Salesforce object.
For information how to configure collapsing notes see Configuring collapsing of the Log a Call area.
At the end of the call the details appear in the Call Notes section of the task record. You can access task records in the Activity History (Salesforce Classic) or Past Activity (Salesforce Lightning Experience) of the Salesforce object to which the task relates or by using a report.
Click Save Anyway or Reload:
If you click Save Anyway, the latest call information (including Name and Related To values) is loaded from the database, and your notes and additional field data are saved for your latest call. The Log a Call area refreshes and the your notes and new linking information appear. You will want to use this option most of the time.
If you click Reload, you will lose your notes and disposition codes, and the latest call information is loaded from the database. If you have saved notes or disposition codes, or both, for your latest call on another tab, these appear. You should click Reload only if you are working in multiple tabs and your current tab is not reflecting the latest notes.
If an agent transfers a call to you, you can add call details in the same way. The details appear in the task record at the end of the call, in a separate section from any notes that the original agent made.