How to

How to log a call, email or note on a customer

Somebody called the customer last week about the overdue invoice, and somebody else is about to call them again without knowing. Jabber is the log of what happened with a customer: calls, emails, meetings, texts and notes, who logged them, when, and what comes next. Log an entry on the customer, or on one of their quotes, invoices, work orders or service points, and it shows on the customer's timeline either way.

Before you start

  • Your login can use customers. Jabber was switched on for everyone who can.
  • The form you're on shows the Jabber panel. Customer records do; on other records it appears wherever your layout places it.
  • For a follow-up, your login is linked to an employee, or you pick who it's for.

Steps

  1. Open the customer (or the invoice, work order or quote you're working on) and find the Jabber panel.

  2. Click Log and choose the type: Note, Call, Email, Meeting or Text.

  3. Under Spoke with, pick the contact, or leave (no one in particular).

  4. Type a Subject, such as "Renewal call, left a voicemail", and anything worth keeping in the body.

  5. To be reminded, tick Schedule a follow-up. Set When (it starts at tomorrow, 9:00) and For (it starts at Me).

  6. If this entry finishes something you'd scheduled, pick it in This closes.

  7. Click Log it. The app says Logged.

  8. To see everything across customers, open Customer → Jabber. Filter by Search, Type, Logged by, From and To. Click a customer's name to narrow the timeline to them.

Follow-ups. A follow-up goes on the assignee's calendar and shows as Follow-up, or Overdue once its time passes. Click Done when it's handled. The Jabber landing widget lists My follow-ups with a Mark done button, so they're on your home screen.

Finding what was said. On any Jabber panel, the type buttons (All, Call, Email and the rest) narrow the timeline to one kind of entry. Long entries open with more, and Show more at the bottom loads older ones. The customer dashboard shows the latest ten under Recent Jabber, with All Jabber for the rest.

On the customer, related records count. On a customer's Jabber panel, the Related records toggle brings in entries logged on that customer's quotes, sales orders, invoices, work orders and service points, each labelled with the record it came from.

What posts behind it

Nothing. A Jabber entry is a log, not a transaction; no ledger entry is written.

When it won’t let you

Write something — a title or a note. The entry has no subject and no body.

Only the author or a Jabber admin can edit this entry. Entries belong to whoever logged them. An administrator can edit or delete anyone's.

Your login has no employee profile, so a follow-up has no one to go to — pick an assignee. Choose someone in For.

That contact does not belong to this record. The contact under Spoke with isn't one of this customer's contacts.

Deleting an entry asks "Delete this entry?" and, if it has an open follow-up, cancels that too.

What this doesn't do

It doesn't import email or sync a phone system. Calls and emails are logged by hand, or by the Sales Queue when you work a call list. A follow-up is a one-off; it never repeats. Files and activities that older versions kept in Jabber now live in Documents and the schedule.

Related

Stuck on this one? Call (509) 955-0770 and we'll walk through it with you.

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