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Log a Call, Tag It, and Set a Follow-Up

Goal: After every call, record the outcome with a call tag, write a comment, and set a follow-up date so the lead resurfaces at the right time. Who does this: Agent Before you start: The Call button requires a VoIP service (such as Impact PBX) to be configured by a manager. Without that setup, calls must be made outside the CRM and the outcome logged manually. Call tags must also be created in advance — ask your manager if the list looks empty. See Lead Call Tags.

Steps​

  1. Agent Open the lead profile. Go to Leads → General, find the lead, and click their name.

  2. Agent Place or log the call. Use the 📞 Call quick-action button at the top of the profile to dial directly through the CRM (VoIP). If you called outside the CRM, skip the button — you will log the outcome in the next step regardless.

  3. Agent Apply a Lead Call Tag. After the call ends, use Set Lead Call Tag (or the equivalent action in the profile) to record the outcome — for example Answered, No Answer, or Callback Requested. See Lead Call Tags for the full list your team uses.

  4. Agent Write a comment. Scroll to the Comments section and add a short summary of the conversation — what the lead said, any objections, what was agreed. If this is the single most important note on the lead, click the pin icon to keep it at the top.

  5. Agent Set a follow-up date. Use the Follow up date action to pick the date and time for your next contact. The lead will appear in your Show Follow Ups filter on that day so it does not get forgotten.

What happens next​

The call tag, comment, and follow-up date are all recorded immediately. You can confirm by:

  • Checking the Activities tab on the lead profile — every call, tag change, and comment is logged there in full. See The Activities Tab.
  • Checking the Call History tab — if the call went through the CRM's VoIP integration, a recording may be available to play back. See The Call History Tab.
  • Returning to Leads → General and using the Show Follow Ups filter on the scheduled date to confirm the lead appears.