Configuring call logging in task records

How do I enable agents to add notes during a call and later view those notes in the associated task record?

Vonage Contact Center automatically creates a task record in Salesforce for every interaction handled by an agent. You can also configure the utility bar or page layouts so that agents can add notes during a call. These notes can appear, if configured, in the associated task record at the end of the call. For information about displaying call notes in the task record, see Saving Log a Call notes in task records.

To configure call logging, perform the following tasks:

• Configure the Log a Call area for agents. Configuration varies depending on whether your agents are using Salesforce Classic or Salesforce Lightning Experience. You need to configure for both experiences if you have users who can switch between them.
  • If you are using Salesforce Classic, your configuration also depends on whether you are using console or non-console apps. For information about configuring Log a Call for non-console apps, see Configuring page layouts for adding and displaying call notes in Salesforce Classic. For information about configuring Log a Call for console apps, see Configuring a Log a Call console component for adding and displaying call notes in Salesforce Classic.
  • For information about configuring Log a Call for Salesforce Lightning Experience, see Configuring adding and displaying call notes in Lightning Experience.
• Customize the Log a Call area. When you have configured the utility bar or page layouts as required, you can add fields to the Log a Call area. For information about adding fields to the Log a Call area, see Customizing the Log a Call area.
• Hide fields that agents can use to relate calls to objects. For information about hiding the Name, Related To, or both, fields from Log a Call, see Hiding fields for relating calls to objects.
• Enable agents to relate a call to multiple records. While on a call and before working on another call, if enabled, agents can relate the call to multiple Salesforce records. For information about enabling agent to relate a call to multiple records, see Enabling an agent to relate a call to multiple records.
• Restrict the object types that an agent can relate calls to. By default, agents can relate calls to records of all object types. To specify which object types an agent can link calls to, see Restricting which object types agents can relate calls to.
• Optionally populate due date on call task records when the call ends. For information, see Populating the Due Date field on task records.
• Optionally configure the Log a Call area to collapse when an agent saves their notes. For information, see Configuring collapsing of the Log a Call area.