Notes, mentions and hand-offs

Notes let your team talk about a customer inside ContactRoll, where only the team can read them.

Write a note

Every contact, company, case and deal has a Timeline. At its top, type in the box, such as "Add a note about this contact", and press Add note. The box says "Your note is on the timeline." once it is saved.

A note is plain text, up to 10,000 characters. Web addresses that start with http or https become links.

To answer one entry on a timeline, such as a reply, a call or a task, press Comment under it and press Add comment. The comment is shown under that entry.

Mention a colleague or a team

Type @ in a note to pick a colleague or a team from the list. Each name is marked "can see this record" or "can’t see this record", and a team shows how many of its members can see it. Everyone you name who can see the record is told, once per note. After saving, the box says who was told.

Ask a colleague

On a case, Ask a colleague puts one question to one colleague and leaves the case where it is. Choose them under Who to ask, write under Your question and press Ask. They are told, with a link to your question, and the timeline shows a Question entry.

Hand off a case

On a case, Hand off gives it to a member or to a team. Choose under Hand it to, write A note for them, and press Hand off. The case becomes theirs, waiting on your team, and they are told with a link to your note. When you hand a case to a team, it goes to that team's queue for any member to pick up.

The Mentions page

Mentions, in the top bar, lists everything you were mentioned in, asked or handed, newest first, with a count of what is unread. On a phone, Mentions is the first item under More. Press Mark all read to clear the count.

The Following tab shows what others did on the cases, contacts and companies you follow. Press Follow beside a record's name to follow it, and press Following to stop. Following is private to you.

Choose how you are told

On Settings, the Yours tab, choose under Mentions, questions and hand-offs by email:

• At once: an email as soon as somebody mentions you, asks you or hands you something. This is the default.
• In the daily digest: gathered into the one email a day that also lists your tasks.
• Never: no email; everything waits on the Mentions page.

These emails carry a link to the note. The note's words stay in ContactRoll.

Change or remove a note

The writer of a note can Edit it and save with Save the change. The writer, an Owner and an Administrator can Remove a note; ContactRoll asks first. A changed note shows History, with its earlier words.

Notes stay with the team

Before ContactRoll emails a customer, it compares the email with every note in your organization. An email that repeats eight words in a row from a note is held back, and ContactRoll asks you to say it in your own words.

Notes about a person are included when an Administrator downloads what your organization holds about them, so write every note as if the person might read it one day.