Start the call or message from the client's workspace, pick how it went, add a line of notes and schedule the next attempt in the same form.
Every contact with a client should be on their timeline, so you and your colleagues can see when they were last spoken to and what was said. The quickest way to make that happen is to start the call or WhatsApp from the CRM itself. The contact is recorded, and a short form opens for the outcome.
A logged call also counts as evidence for the pipeline. When The NLS sees it, it can move the client to the next stage without you clicking Progress.
Before you start
- A client in your CRM with a phone or mobile number on their record. If the number is missing, click Edit details and add it first.
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Open the client
On your pipeline, click the client's card to open their workspace. Their phone and email are at the top, with Call, WhatsApp and Email beside them.
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Start the call or message
Click Call to dial the number with your phone or desk app, or WhatsApp to open a chat with them in WhatsApp. The CRM records that you reached out, and a short form opens underneath so you can log the result once you are done.
If the client has no number on file, the CRM tells you so instead of opening anything. Add the number and try again.
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Say how it went
For a call, choose one of No answer, Spoke, Left voicemail or Call back later. For a WhatsApp, pick from Spoke with client, No answer, Left message or Awaiting reply.
Add a line or two of notes: what they said, what you agreed, anything the team should know.
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Schedule the next attempt
Under Schedule next follow-up, click Tomorrow, In 2 days or Next week, or choose a date and time of your own. If there was no answer, this is how you make sure you try again.
Click the record button at the bottom of the form. One press logs the contact on the timeline and books the follow-up.
Note You can leave the follow-up empty if nothing more is needed, for example when the client has asked not to be contacted again.
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Check the timeline
Open the Activity tab. The call or WhatsApp is at the top with its outcome and your notes, and the next follow-up shows in the header and on your Today list.
Good to know
- Log every attempt, not just the conversations. A string of No answer entries tells a colleague to try a different channel or time.
- Start from the CRM, not your phone. A call dialled from your contacts never reaches the timeline.
- Use Log a note for anything else. Click Note in the workspace for an in-person conversation or something a client told a colleague.
- Email is recorded too. Click Email to open your mail app with their address filled in and the contact noted on the timeline.
Questions about this
Are calls and WhatsApps from the CRM recorded?
Yes. Call, WhatsApp and Email at the top of a client's workspace get you in touch in one click, and each contact is recorded on the client's timeline. The Activity tab shows the full timeline, newest first.
Watch how · 0:29 in the tutorial Client record30 · Client recordRead the guide: Keep a client's record up to dateRead the guide: Log a call or WhatsApp on a clientCopy link
How do I add a note to a client?
In the client's workspace, click Note. Write what the team should remember, choose a type, pin it if it matters, and click Save Note.
Watch how · 1:01 in the tutorial Client record30 · Client recordRead the guide: Keep a client's record up to dateRead the guide: Log a call or WhatsApp on a clientCopy link
How do I schedule a follow-up with a client?
In the client's workspace, click Schedule Follow-Up. Type the next action, pick a date and time (or Later today, Tomorrow or Next week), choose the type and a reminder, and click Schedule Follow-Up. If it passes, click Reschedule to move it, or Mark Complete when it's done.
Watch how · 0:17 in the tutorial Agenda, tasks and calendar31 · Agenda, tasks and calendarRead the guide: Log a call or WhatsApp on a clientRead the guide: Schedule follow-ups and keep your agenda on trackCopy link
