The notes area in the Customer card provide a complete historical timeline of interactions from the creation of their record. While automatic events are added without user input, manual events need to be added by the user. This guide explains how to add these notes as well as review historical interactions.
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 - Begin by opening the Customer card where you would like to add a note.
(A) Unit Selection - If the tenant has multiple units in their account, you will first need to select the unit for which a note will be applied. Notes are unit-specific. For Customers with only 1 unit, no selection is required.
Create Notes
(B) New Note - When finished interacting with the Customer, click to enter a customized note summarizing the interaction.
(C) Quick Responses - Click the dropdown to access and quickly add notes to the Customer record from a list of standard responses. Responses listed in the dropdown are created by your upper management.
- (D) Urgent - This is only available when accessing CallPotential as an Agent. If this is checked, the email sent to the location containing the note will have URGENT appear at the beginning of the subject line.
(E) Mark as Collection Note - Click to identify the new note as collection. Once added, the note will appear below with a green dollar sign. Note: Depending on which property management software you have, this might not be available.
- (F) Add - When finished composing the note, click to add it to the unit’s record. An email containing the note will also get sent to the location if it was added by a Call Center agent.
- (G) Notes History - This lists notes added directly through CallPotential and those entered through your property management software chronologically starting with the most recent.
- (H) View More - Longer notes get truncated by the system, click this to expand and read the entire note.
- (I) Show More Notes - Sometimes Customer records have too many notes to all fit on the Customer card. When this happens, click this to access those additional notes.
Save Update
(J) Close - Click to close the Customer card. If additional Interaction Cards are open, clicking Close will open the card immediately to the left of the card you were working in. If this was the only Interaction Card open, the system will bring you back to the Dashboard.
