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United StatesFive minutes later, only you remember what was agreed.
A call-back you promised, a measurement that was wrong, a customer who will decide next week. You type it under the call it belongs to, and from that moment your colleague knows it too, even on a day you are not in.
No separate system, no extra screen. The field sits under the call in your dashboard.
Calls · today · example
Favourites only
- +44 117 496 0471 — Hartley Builders 09:14 · 6:22
Quote 2211 accepted, but delivery must be before the 14th. Wants confirmation by email.
- +44 7700 900190 — Mrs Clarke 11:02 · 2:47
Second time about the same invoice. Passed on to accounts, they'll call back tomorrow.
- +44 20 7946 0188 11:40 · 0:48
Add note…
The star says “something needs doing here”. The note says what.
What happens to what you agree on the phone
Not a great deal, usually. It stays in someone’s head, on a scrap of paper or in an email to themselves, which means it stays with one person.
After three calls, the detail is gone
You still know that something was agreed, but no longer whether it was the fourteenth or the fifteenth. For a customer who is counting on it, that is the difference between getting it right and getting it wrong.
Your colleague starts from scratch
The customer calls back, gets someone else and has to tell the whole story again. To them it is one company; to your team it was two unconnected calls.
The important call sits among sixty others
In a list of all today’s calls, the warm lead does not stand out. It looks exactly the same as the caller who dialled the wrong number.
Handover between colleagues
One works part-time, another is on holiday tomorrow, and a third answers the phone for a while because the first two are already on calls. Without notes, the context lives mainly in the head of whoever took the call, whereas with notes it stays with the call, where every colleague can see it.
An example: a customer calls on Monday about a quote and the salesperson promises to get back to them on Tuesday, then types under the call “Customer waiting for the price change on lot A, follow up Tuesday”. If the customer calls back on Tuesday morning while the salesperson is in a meeting, the colleague who answers sees straight away what is going on. That way no call-back request gets lost either.
A star for the urgency, a field for the content
They belong together but work independently. You star a call with one tap while you are still talking, and type the note afterwards.
Something needs doing here
One tap next to the call, and you can filter your list down to the starred ones. No categories to think up and nothing to set up, just one signal that your whole team can see.
It changes nothing about the routing or how the call is handled. It is simply a marker.
This is what was agreed
A text field under the call. Click, type, save: during the call, straight after or hours later. The note stays attached to that call and is visible to the whole team rather than private.
Plain text, short and focused on the next step. No form to fill in.
Together they form a shared language: the star says something needs doing, the note says what, without anyone having to send a separate message.
A customer history nobody had to keep
Each note is two lines of work. After a year there is a customer file that nobody ever set up as a project, precisely because it was written call by call and not as a chore afterwards.
- 14 March
First quote discussed, wants to talk it over internally
- 2 April
Accepted 2211, delivery before the 14th, confirmation by email
- 11 April
Called about the delay — haulier's fault, not ours. Apologised
- 3 June
Asks whether the same discount applies to a second order
If this customer calls again in six months, whoever happens to answer can read through this in ten seconds and know what is going on, including that the delay was not down to you. That is where the real difference lies: the context travels with the customer instead of staying with one colleague.
How your team uses it
When you type
any timeDuring the call, straight after, or at the end of the day when you go through your list. The note belongs to the call, not to the moment.
What the star means
up to youThat is something you agree among yourselves: a warm lead, something that needs following up, or a call your manager should see. It has no fixed meaning.
Who sees and edits it
sharedEveryone in your team. Notes are not private (that is the point), and you can add to them or take something out later. So can your colleague.
Where you find it again
filterIn your call list, filtered with “Favourites only”, or by number when a customer calls back.
This is not a CRM, and it should not become one
A note field and a star are exactly enough to remember what was said on a call. What they don’t do: keep track of statuses, assign tasks, send reminders or report on your pipeline. If you need that, you need a CRM, and then the question is not whether you use these notes but whether they end up in that system, through the API.
And because the field is shared and editable, it is not a record either: anyone can add something to it and take something out. That is handy when something changes after the call, but it means a note is a working note, not evidence. If you need to be able to retrieve exactly what was said, that is what the call recording is for, and only the administrator can get to it.
From Phone System
Call notes are in the Phone System and Customer Service plans, and in Customer Service they follow the caller, so that on the next call the whole team sees what was agreed, at no extra cost and with no limit on the number of notes. You can try it free for 7 days, so you can see how it fits into your working day.
This feature is included free of charge from the Phone System plan upwards, with every UK phone number or international phone number.
What customers ask about this
Yes. The field sits under the call in your dashboard, and you can type in it during the call, straight after or hours later. Most people do it in the last thirty seconds of the call.
No, your whole team sees them, and that is the point. A private note does not solve the problem of your colleague not knowing what was agreed. So write them as if a colleague will read them, because one will.
Yes. You can add something and you can delete something, which is handy if something changes after the call or if something ended up in it that should not be there. Because the field is shared, your colleague can do that too.
Whatever you agree it means. It has no fixed meaning and changes nothing about the routing or how the call is handled; it is simply a way to find a call again among the rest.
Yes, they stay attached to that call. Over weeks and months, that builds up a history for each customer without any extra effort.
Call data can go to your own system through the API. If you work with a CRM, that is the better place for customer context, because these notes are there for what was said on the phone, not to replace a CRM.
No. Call notes are written notes under a call, whereas call recordings are audio recordings of the call itself. The two features work side by side and complement each other.
Yes. You can add notes to incoming, outgoing and missed calls, and they are saved with the call whatever its type.
No. You write as much as each call needs, although in practice short, concrete notes work best because they are easy to read back and act on.
Start with today's calls
Star whatever needs following up and type one line underneath. Tomorrow, your whole team will still know about it.
