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 is 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). 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 does not 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.
Viewing a restricted type and creating with it are separate grants. When you log a new call, the Type picker only offers activity types your group can create with. Opening an existing call still shows its current type even if your group only has view access to it. If a save is rejected because of a restricted type, CoolFocus shows the specific reason.
Organizations set up for Love INC: Community Assistance do not see the Type field on calls. The default Activity Type values are geared toward pregnancy center medical contexts, so CoolFocus hides the field automatically for those organizations.
The Calls grid and export 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. They are display-only and do not appear as import fields.
The Calls grid can be exported for every client at once instead of one client at a time. Each row includes the contact columns above so exported calls can be filtered and searched by client.
• 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 is fresh so details are accurate
• Keep sensitive details out unless they belong on the record
• If the call needs follow-up, do not rely on memory — add a task
