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The purpose of this guide is to explain how to access a
Customer's historic interaction within CallPotential. Before contacting a
Customer, it is important to understand their prior interactions in order to provide them a positive experience.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access
(A) Customers
icon- Click to access the Outstanding Events and All Customer list.
(B) All - Upon clicking
theCustomers
icon, the list will default to Outstanding Events. Click to view all Customers. The All list will show all Customers, including Customers listed in the Outstanding Events list.
(C) Search - Enter to search by specific parameters. The system will dynamically update as you start entering information.
(D) Filter by Status
dropdown- The list will default to show all Customers. Click to filter your search by Current or Delinquent.
(E) Filter by Location
dropdown- The list will default to show Customers created at all locations you have access. Click the dropdown to search for or filter by specific location(s).
(F) Additional filters - Click to further filter the list by
name, email address, phone number or unit number.
;
Name
Email Address
Phone Number
Unit Number
(G) Apply - Click to apply your filters and update the list accordingly.
(H) Reset - Click to remove all applied filters.
- Pagination - Enter a
(I
) page number (out of the total), (J) skip to the next page, and (K(L))
adjust how many results are shown per page.
Column Titles - All columns can be sorted alphanumerically by clicking the column title once. Click the column title twice to sort the column by reverse alphanumeric order. Click the column title a third time to remove all sorting.
(
MJ) Open - Click to open the specific Customer card you wish to access.
(
NK) History
tab- Once inside the Customer card, click to access the full list of historical communication.
Customer History - Note: Inside the History tab, you may click on a communication event for further details. You may also disposition an unknown event or edit
an event already dispositioned
.
(
OL) Contact Header - This provides basic personal information including name, phone number, email address, Customer status, Tenant ID, and the location the Customer’s record is associated.
(
PM)
Lead creation - This provides information on who created the Lead, when the Lead was created, and if the Lead was created in CallPotential or through your property management software.- (Q) Status - Color indicates the person’s status when the communication occurred. Green indicates Lead, orange indicates Customer, and grey indicates an Unknown item.
- (R) Communication type - Indicates the communication type. Types include phone, text, chat, email or voicemail.
- (S
Communication type - Indicates the communication type as well if it was inbound or outbound. Types include;
Phone
Text (Both One-Way or Two-Way, if enabled)
Chat
Email
Voicemail
Video Call
(N) Communication Information - Indicates whether the communication was inbound or outbound
and who interacted with the Customer.
(
TO) Communication - Shows the length of the call (if appropriate) or the number of messages for email or text correspondence. Click to listen to the call or read the correspondence(s).
(P) Who Interacted with the Customer - This lists the employee who interacted with the Customer for this particular communication.
(
UQ) Time stamp - The date and time the communication occurred.
