Working together
Notes, mentions and hand-offs, beside the customer.
Your team talks about a customer on the customer's own record, where the history already is, and only the team can read it. Mention a colleague, ask them a question, or hand a case to someone else with a note.
A note on any record
Write a note on a contact, a company, a case or a deal, or a comment under any entry of its timeline: a reply, a call, a task. Type @ to mention a colleague or a team.
- Ask a colleague one question, and the case stays where it is.
- Hand off a case to a member or a team, with a note saying why.
- One page lists what you were mentioned in, asked or handed, and another shows what happened on the records you follow.
Everything you were asked, on one page
One page lists every note that mentions you or your team, every question put to you and every case handed to you, newest first, each with the record it is on.
- A count in the navigation says how many are new.
- Choose in Settings to be told by email right away, in the daily digest, or not at all.
- Follow a case, a contact or a company to see what happens on it without being mentioned.
Kept inside the team
Seen only by those who see the record
A note follows its record: a member reads it only if they can see the record, and only those members are told about it.
Never emailed to the customer
Notes never go to a customer, and an email that repeats a run of a note's words is refused.
Deleted with its record
A note is deleted with its record, and it is included in the export when a person asks what you hold about them.
Questions
Can a customer ever see a note?
A note is never emailed to a customer, and ContactRoll refuses to send an email to a customer that repeats eight words in a row of any note. A note about a person is included in what you would hand over if that person asked to see what you hold about them.
How am I notified when someone mentions me?
Each member chooses for themselves: an email right away, a line in the daily digest, or no email at all. Everything also waits on a page that lists everything they were asked.
Can I mention a whole team?
Yes, a team or a colleague. Only people who can see the record are told, and the team that includes every member cannot be mentioned.