Creating and Managing Calls in Bigin - Android | Mobile App

Creating and Managing Calls in Android

A call is an activity that helps businesses schedule, track, and manage customer conversations associated with their records. It enables users to plan follow-up calls, record the outcome of customer interactions, and ensure that important conversations are conducted on time.

Different businesses can use calls to suit their unique processes and operational requirements. For example, a sales team can schedule calls to qualify leads, follow up on proposals, or negotiate deals, while a service team can schedule support calls, troubleshoot customer issues, or conduct periodic check-ins.

Users can schedule calls, set reminders, specify the call date and time, define the call purpose and outcome, and associate calls with records such as contacts, companies, pipelines, products, or other modules. This helps users stay organized, maintain a complete history of customer conversations, collaborate effectively, and track every interaction throughout the lifecycle of a record.

Creating a call

Users can create a call from the following places:
  1. Calendar view in the Activities module
  2. Calls tab in the Activities module
  3. Contact detail page
  4. Company detail page
  5. Pipeline record detail page

To create a call

  1. In any of the above-mentioned places, tap the Add icon.
  2. Enter the required details such as To/From, Call Start Time, Call Type, Related To, Call Owner, Reminder, Call Purpose and Call Agenda.
  3. Tap the Tick icon in the top-right corner of the page to save the call.

Views in Calls

Bigin provides system-defined filtered views that categorize calls based on the user's activity, such as:
  1. All Calls
  2. Missed Calls
  3. My Calls
  4. My Overdue Calls
  5. My Scheduled Calls
  6. Overdue Calls
  7. Scheduled Calls
In the Calls view, users can star or unstar views by tapping the Star icon. They can also search for the required view using the search bar.

Filtering calls

Users may find it difficult to locate specific calls when there are many scheduled or completed calls. To simplify call management, Bigin provides filtering options that help users narrow down and view only the calls that are relevant to them.

Users can apply filters based on attributes such as call title, call owner, call status, call type, call start time, call purpose, created time, and modified time. They can also search for specific filter criteria from the Filters page for quicker access. When filters are no longer required, users can clear them and return to the complete Calls view.
Notes
Only five filters can be applied at a time.

To filter calls

  1. Open the Bigin app.
  2. Tap the Activities module in the bottom navigation bar and go to the Calls tab.
  3. Tap the Filter icon in the Calls view bar.
  4. Choose the required filter and specify the criteria.
  5. Tap Apply.
Notes
Users can also view the number of calls that match the selected filters on the Filters page.

Sorting calls

Users can sort calls to access them in an organized manner. Calls can be sorted in ascending or descending order based on fields such as call owner, call title, call start time, created time, modified time, and last activity time. Users can also search for the field they want to sort by from the Sort page.

To sort calls

  1. Open the Bigin app.
  2. Tap the Activities module in the bottom navigation bar and go to the Calls tab.
  3. Tap the Sort icon in the Calls view bar.
  4. Choose the required field and select Ascending or Descending.
  5. Tap the Tick icon to apply the sorting preference.

Customizing the list view using dynamic display

Users can customize the list view in the Calls tab by selecting the fields that should be displayed, allowing important call information to be viewed directly from the list.

Users can also customize the appearance of each call card.
  1. Images – Users can choose to display either the initials of the call owner or call type in the image section. The image can be positioned on the left or right, and its shape can be set to Square or Circle.
  2. Style – Users can display call records in either List or Card view. They can also choose whether to display icons on the call cards.
  3. Searching calls
Users can search for specific calls by tapping the Search icon in the top navigation bar.

Managing the call detail page

Users can view call details, related contacts, notes, and files from the Call Detail page. They can also add tags, edit the call, or delete it.

Info

The Info tab displays details such as the call owner, call title, call type, call start time, call duration, call status, call purpose, related record, description, reminder, created time, created by, modified by, and modified time. Users can also call the related contact directly from the call detail page, mark an outbound call as complete by giving data like call duration, call purpose, call result, etc., reschedule a call and cancel a call.

Users can add appropriate tags to the call.
Notes
Tags are available only in the paid editions.

Notes

Users can add notes to record important information related to the call that does not fit into the main call details. Under the Notes tab, users can view notes added for the call as well as notes associated with the related contact. They can also attach images, audio recordings, links, and files to notes, use the Scribble Pad to take handwritten notes, and delete notes when they are no longer required.

Editing a call

Users can edit a call to update, add, or remove details by tapping the Edit icon in the top navigation bar.

Deleting a call

Users can delete calls that are no longer required by tapping the Delete icon in the top navigation bar.