Call Notes
Structured “message-slip” notes captured from calls — either live by the agent during the call, or by AI after the call. They give front-desk staff a triage queue: who called, why, and whether they want a callback.
Where: left nav → Call Notes (/call-notes).
Triage notes
Section titled “Triage notes”The top cards show New, In Progress and Completed counts. Filter by:
- Status — New / Read / In Progress / Completed
- Urgency — Low / Normal / High / Urgent
- Callback — requested or not
Urgent rows are tinted red, high-urgency orange. Two of the table columns are data-driven — their headers come from the fields the agent/AI captured (e.g. Caller Name, Reason), so they may differ between agents.
Work a note
Section titled “Work a note”Click a note to open it. You’ll see the captured information, any detailed notes, and a Workflow section where you:
- Set the Status (e.g. New → In Progress → Completed).
- Add internal Staff Notes for follow-up.
- Click Save Changes.
Use View Related Call to jump to the call’s recording and transcript for context.
- Source = Agent means the note was captured live during the call; AI means it was generated in post-call analysis.
- Saving a note’s status also updates the counts at the top.