A call logs a phone conversation on a record - who you spoke with, what was discussed, and what happens next. Logging calls keeps everyone aware of the last time you connected with someone and why.
Add a call from the person's record (or any related record). Capture the gist of the conversation and, importantly, the outcome or next step.
Every call has a Person field showing who it's about. CoolFocus fills this in automatically based on the record the call was added to (a person, a request, a service received record, a contribution, a conversation, or a visit), so calls stay tied to the right person even when they're logged from a related record. You can change the Person field by hand if needed.
Use the Topics field to tag what a call was about. You can pick more than one topic on a single call, so a call that touched on several things doesn't force you to choose just one label.
Topics are a shared, admin-managed list, so your organization can build a set of topics that matches how you categorize calls. See Managing Dropdown List Values for how to add, rename, or remove topics. You can also filter and report on calls by the topics assigned to them.
Use the Type field next to the outcome picker to set the call's Activity Type - the same shared classifier used on notes, tasks, and attachments. Unlike Topics, a call has a single Activity Type.
If your organization has marked an activity type as restricted (for example, a medical note type), only user groups that have been granted access to it can see, create, or edit calls tagged with it. See User Groups and Permissions for how restricted-type access is granted.
The Activity Type field doesn't appear on calls for Love INC (outreach) organizations. It's a CPC-oriented classifier that isn't relevant to community assistance work, so it's hidden automatically for those tenants.
Organizations set up for Love INC: Community Assistance don't see the Type field on calls at all. The default Activity Type values are geared toward pregnancy center medical contexts and aren't relevant to community assistance work, so CoolFocus hides the field automatically for these organizations rather than showing values that don't apply. No setup is needed on your end; this is based on your organization's configuration.
The Calls grid and export now include the linked person's contact details as their own columns: Contact First Name, Contact Last Name, Contact Email, and Contact Phone. These are filled in automatically from the call's Person field, so you can see or export who a call was with without opening the record. They're display-only columns pulled from the linked contact, so they don't appear as fields when importing data.
The Calls grid can be exported for every client at once instead of one client at a time. Each row includes Contact First Name, Contact Last Name, Contact Email, and Contact Phone columns pulled from the linked Person, so exported calls are attributable and filterable by client, and searchable by the client's name.
The purpose of the call and the main points discussed.
Any commitments made - by you or by them.
The next step, and create a task if something needs to happen later.
Log the call while it's fresh so details are accurate.
Keep sensitive details out unless they belong on the record.
If the call needs follow-up, don't rely on memory - add a task.
