Adding Customer notes

RETURN TO THE MAIN SUPPORT PAGE

This guide explains how to add notes to a Customer record. Any notes entered in CallPotential also transmit to your Management Software. Notes are a great way to ensure that all interactions are documented. When CallPotential sends automated events, those interactions are automatically documented in the notes. Also, if you place a call through CallPotential, the system automatically adds a note documenting the call; however, adding a manual note about what happened during that call is a great way to ensure all details of the interaction are documented.

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 - While labeling notes, Urgent, is available for both Agents and Location Users, it is especially meaningful when checked by Agents. Only when notes are marked Urgent by Agents is an email sent to the location where the Customer's record is associated. The email will contain the word, URGENT, at the beginning of the subject line.
(E) Add note to all units - This appears for Customers who have multiple units. Check this to add your note to all the Customer's units. This saves you time by not having to add the same note to every unit. Note: Depending on which property management software you have, this might not be available.
(F) 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.
(G) 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.
(H) Notes History - This lists notes added directly through CallPotential and those entered through your property management software chronologically starting with the most recent.
(I) View More - Longer notes get truncated by the system, click this to expand and read the entire note.
(J) 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

(K) 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.