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Scheduling a phone call task
Scheduling a phone call task

How to add a phone call task to a lead or customer record

R
Written by Raymond Carrel
Updated this week

Scheduling phone call tasks in The Layer ensures that follow-ups are never missed and keeps your customer interactions on track. Whether you need to schedule a call for a lead or an existing customer, this feature acts as a reminder and also serves as a record of your communications. Below is a guide to help you quickly create phone call tasks and make use of the auto-schedule follow-up feature.

Steps to Add a Phone Call Task

  • Access the Customer or Lead Record

    • Navigate to the Customer or Lead record where you want to add the phone call task.

  • Create the Phone Call Task

    • From the record, select Phone Call from the New Task menu.

  • Fill in the Details

    • Populate the fields as follows (note that fields marked with an asterisk are mandatory):

    • Title: The title of the call. If left blank, it will default to "Call" followed by the number chosen.

    • Number: Select or type in the contact number. It’s recommended always to add numbers to contacts to ensure they’re recorded and save time to use in the future.

    • Priority: Set the priority of the call (Low, Medium, High, or Urgent).

    • Direction: Select the call direction (e.g., Proof Chase up, Quotation Chase up, Appointment Chase up).

    • User: Assign the task to the user who will make the call.

    • Completed: Tick this box when the call is made, and fill in the outcome.

    • Outcome: Select the call's outcome from the drop-down menu (you can add custom outcomes via settings).

    • Call Date: Set the scheduled time and date for the call. You can use the shortcuts on the right for quick selection.

    • Notify Immediately: Tick this box if you want an email notification sent to the assignee as soon as the call is scheduled.

    • Notify on Due Date: Tick this box to receive an email notification on the day of the scheduled call.

    • Note: Add any additional notes or details about the call.

  • Click Create: Once all fields are filled, click Create to schedule the phone call task.


Using the Auto-Schedule Follow-Up Phone Call Task

One of the great features of The Layer is the Auto-schedule Follow-up Phone Call task. This feature automatically generates a follow-up task with the same details as the original call, saving you time and ensuring you stay on top of your next steps.

Why this feature is valuable:

  • Time-Saving: Automatically schedules the follow-up call without needing to re-enter the details.

  • Consistency: Ensures follow-ups are always scheduled and doesn’t rely on manual tracking.

  • Streamlined Workflow: Great for managing recurring tasks, such as customer check-ins or sales follow-ups.

To use this feature, simply check the auto-schedule follow-up phone call option with the same details when setting up your task. The system will then automatically create a follow-up task for you to keep the process moving.


Completing a Phone Call Task and using the Auto-Schedule Follow-Up Phone Call Task feature

Once the phone call has been made, follow these steps to complete the task:

  1. Open the Phone Call Task

    • Navigate to the Phone Call Task you want to mark as completed.

  2. Mark the Task as Completed

    • Check the Complete box to indicate that the call has been made.

  3. Select the Outcome

    • Choose the appropriate Outcome from the drop-down list.

  4. Click Save

    • After saving, you will see the Auto-schedule Follow-up Phone Call task and Schedule Appointment buttons appear at the bottom of the task window.

  5. Auto-schedule Follow-Up

    • To schedule a follow-up phone call, click Auto-schedule Follow-up Phone Call Task. The time and date will default to the next day.

    • Review the details, make any necessary changes, and click Save to schedule the follow-up.


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