Logging Calls - New changes

Logging Calls - New changes

The Log a Call functionality helps you to register the inbound calls (received from leads and customers) and outbound calls (dialed to leads and customers) with call details such as call duration, date and time of calls, notes, etc. Users who frequently make calls or receive calls in an organization can use this functionality in Bigin. You can add both outbound and Inbound Calls and scheduled calls.
                        
New fields have been added to the Calls Module, and the update will be rolled out in phases. During the transition period, both the new and old interfaces will coexist. Once all users have migrated to the new enhancements, the old fields will be deprecated and eventually removed. If you are using the old interface, please click on this help document. 

To create calls 

  1. Login to your Bigin account.
  2. Select the Activities module.
  3. Click + Call.

    Alternatively, you can also create a call from the record detail page.


  4. Select the contact with whom a call was made/received from the to/from drop down list.

  5. Select the Call Start time. 
    Call start time determines whether it is an inbound, outbound or scheduled call.
  6. If the call start time is in the past, do the following:
    • Specify the Call Duration.
    • Choose the call type, whether it was outbound or inbound.
    • If the call type is Inbound, you will have a new sub titled "Reason for Incoming Call," where you can provide a description of the call. 

    • If the call type is Outbound, you will have two subs:

      • Purpose of Outgoing Call: This sub contains the purpose and agenda for the call.

      • Outcome of Outgoing Call: This sub includes the call result and a description of the outcome.

  7. If the call start time is in the future, do the following:
      • Specify reminder.
        For example, 5 mins before start time.

      • The call type is filled by default as Outbound.
  8. Click Save.

Field Customization 

You can modify the fields in the Calls Module to suit your requirements better, including a section-type picklist. When creating a custom field, you can assign it to one of the newly introduced sections. Depending on the type of field, you can place it in the most relevant section.  

Supported Field Types and Sub-Types:  
  1. Picklist: Single Select, Multiple Select  

  2. Text: Single Line, Multi-Line  

  3. Number: Number, Decimal, Percent  

  4. Date: Date Picker, Date & Time  

While sections themselves cannot be rearranged, fields within each section can be reordered to suit your workflow.
Notes:  
  1. The "Call Purpose" and "Call Result" fields can be rearranged only within their respective sections.  
  2. The "Description" field cannot be rearranged.  

Actions on Scheduled Call

Mark call as completed

Once a scheduled call is carried out, you can mark it as completed. 
To mark a call as completed
  1. Go to the Activities module.
  2. Select the Calls tab.
  3. Click the more icon of the call that you want to mark as completed.
  4. Click Mark as completed.

Reschedule call

To reschedule a call
  1. Go to the Activities module.
  2. Select the Calls tab.
  3. Click the more icon of the call that you want reschedule.

  4. Choose a different call start time and click Save.
To cancel a scheduled call
  1. Go to the Activities module.
  2. Select the Calls tab.
  3. Click the more icon of the call that you want to cancel.


  4. The call will be cancelled, but the record entry will be retained.

Edit a call

You can edit the call from the call details page, from the call list view or from the record details page.
 
To edit a record from the list view
  1. Hover over the call that you would like to edit and click the Edit icon.

  2. Make the necessary changes and click Save.
To edit the call from the details page
  1. Go to the Activities module.
  2. Select the call that you would like to edit.
  3. In the call details page, click the Edit button.

  4. Make necessary changes and click Save.
Notes
  1. The "Scheduled in Bigin" boolean field can indicate whether the call was planned before the agent contacted the customer.
  2. The Telephony External ID field will appear in your module's layout editor only after integrating with a telephony vendor and completing at least one call. For existing accounts with telephony integration, this field will be automatically available.
  3. Once a telephony call is made, the voice recording cannot be edited.

To edit the call from Record details page
  1. Go to the Contacts or Company module.
  2. Select the record whose call you would like to edit.
  3. Select the Activities tab. 
  4. Hover over the call you would like to edit and click More > Edit.

  5. Make the necessary changes and click Save.

Deleting calls

You can delete the calls that you have created in the following ways.
  1. From the Activities module.
  2. From the call details page
  3. From the Record details page.
To delete call from the Activities module
  1. Go to the Activities module.
  2. Hover over the call that you want to delete, click More > Delete.

  3. If you want to delete multiple calls, select those calls and click More > Delete.

  4. The deleted calls will be moved to the Recycle Bin. You can restore them or completely delete them from Bigin.
To delete a call from call details page
  1. Go to the Activities module.
  2. Select the call that you would like to delete.
  3. Click More > Delete. 


To delete call from the record detail module
  1. Go to the Contacts or Company module.
  2. Select the record whose call you would like to delete.
  3. Select the Activities tab. 
  4. Hover over the call you would like to delete and click More > Delete.