Click to Call and Inbound Notes

1. Summary

This video explains a new enhancement to PhoneBurner’s click-to-call and inbound calling experience. Users can now add notes directly from the in-app call widget after an inbound or click-to-call conversation ends, without needing to open the full contact record. This helps users stay focused on the work they were already doing while still capturing important call details, dispositions, and follow-up information.

The video also highlights that this same note-logging workflow applies in Salesforce for users who make or receive calls there through PhoneBurner. After the call ends, users can choose a disposition, add a note, and have that activity logged to the appropriate Salesforce record. Overall, the update is designed to make call handling faster, more efficient, and less disruptive.

2. Tags

click-to-call, inbound calling, call notes, call disposition, follow-up dates, contact manager, call widget, Salesforce integration, activity logging, productivity, workflow efficiency, premium account, inbound calls, call history, CRM notes

3. Cleaned Transcript

Hello there. This is Jeff Osenes, the Principal Evangelist over here at PhoneBurner. I do want to talk to you about click-to-call and inbound calling here at PhoneBurner.

A lot of you may already know that with PhoneBurner, you can click to call and receive inbound calls. If you've purchased phone numbers through PhoneBurner and you have a premium account with PhoneBurner, then you've got all these really cool options for making and receiving phone calls. Now, of course, click-to-call is available at all account levels, but what I want to talk to you about today is an enhancement that we made to both the click-to-call and inbound call flow, where you can add notes to the contact detail without actually having to go to the contact detail.

Let me talk you through a scenario. Let’s say I’m in my contact manager here in PhoneBurner. I’ve got Allen Green’s information up here. I might be working on custom fields. I might be working on sending Allen an email. Then I receive an inbound call. So I receive that inbound call, right? I have the ability to view that contact, but in most cases - like in this particular case where I’m looking at this record - I might be doing something, like I said, maybe even sending an email, and I don’t want to lose that flow.

So I’m going to go ahead and accept that call, which is all part of the process that’s already existed. That’s not new, right? But what we are changing is that we’re allowing you to add notes in this little call widget, this in-product phone call tool. You can do all the cool things with an inbound call. You can mute, use a keypad, transfer, or put them on hold. But that’s not what this is about. You can, of course, view the contact, but that’s going to pull you away from where you’re at, right? You’re looking at Allen Green. You’re working on Allen Green’s details. You’re in the middle of something. So you don’t want to break that, but you do need to handle this new call that just came in from Billy Captain.

So you take that call, you end that call, and of course, you can disposition that call. That’s been there forever. You can choose the disposition. You can choose a follow-up date. Of course, these settings are all based on your disposition settings. But now, you can also add a note. So you don’t actually have to go to the full record to add a note.

Let’s go ahead and do that here. So we add our note, we click confirm, and we’re done with that inbound call. We do what we have to do with that initial call so that we can get back to wrapping up Allen Green and whatever it is that we need to do there.

Now, of course, this same flow works with click-to-call. If I were to click to call Alan Green, I see that same little widget pop up. When I end that call, I can add a note directly in there as well. Let’s say he was unavailable. So I can add a note there.

That note gets added to the notes section within that contact record, allowing you to keep your flow, your process, and your mind as close as possible to what you were doing before you received that inbound call. I really feel like this is going to help those of you who are taking a lot of inbound calls be able to stay focused on what you needed to do at that moment.

Now, of course, if you’re in a dial session and you get an inbound call, we give you the full record. You do the notes the same way that you normally would. This is only for those inbound calls that you have to take when you’re in the product, but you’re not in a dial session.

Now, of course, if I go to call history, I can see my inbound call session. I can see my call from Billy Captain to me. I can click on him and view those notes. So I can quickly transition from the contact I was in the middle of working on when Billy called me back to Billy when I’m ready. Super easy. A few clicks, and I’ve got Billy’s information in front of me, so I can go do what I need to do there based on whatever that inbound call resulted in.

Now, you might think that’s the end of this video, but no. If we go over to Salesforce, for those of you who are Salesforce customers, you have the ability to click to call and receive inbound calls there in Salesforce. So let’s go ahead and refresh.

And we are connected, right? So let’s say we get a call. I’m going to go ahead and make a call. So we’ve got Billy Captain calling us. Again, this is in Salesforce. So we answer. We do have the ability to view the contact, but again, you might be in the middle of something and you don’t want to get pulled away from that. You don’t want to get fully distracted.

So you have your call with Billy. You do whatever it is that you need to do with Billy. You end the call with Billy. And the same thing happens here - choose your disposition, add a note, great. So I add my note and click confirm.

Now that activity is going to be logged on that record in Salesforce. So we need to find Billy Captain. Let’s go to our task manager, our task list here. We should see that Billy Captain has an activity that’s been logged. If we open up that activity, we’ll see the details of the activity, including our custom call note.

So now it is easier than ever to log notes for inbound and click-to-call calls in Salesforce in PhoneBurner. No matter how you’re making or receiving those calls, it’s going to be easy for you to log those notes so that you have a record of that without pulling you away from whatever was on your mind when that inbound call came in.

There’s so much that we’re dealing with all day long, and we can’t always just completely switch over to that record and fully deal with it. So now you can add a note and come back to it. If you don’t go take care of it right then, you do have to remember to get yourself back there to complete anything that you said you would complete. But at least you’ll have a note, and you’ll have those details there so that when you do get back to it, you’re ready to pick up and rock and roll.

So anyway, that’s just one more thing that PhoneBurner is doing every day to help you and your organization get more done in less time using the power of PhoneBurner. Thanks again, and happy dialing.