The On-Call Notes feature allows you to add and later update important details during a live call. This helps you document key information in real-time and refine or expand on it afterward if needed.
What Are On-Call Notes?
On-Call Notes are text entries that users can type while on an active call. These notes are saved automatically with the call log and remain editable even after the call ends.
This feature helps you:
Record important information as it’s discussed
Add or clarify points after the call is completed
Share customer context with teammates for better collaboration
Important note: All users under the same parent account can view and update these notes through the call logs.
Why Use On-Call Notes
Capture key details without relying on memory
Ensure context is available for future calls or follow-ups
Keep all team members aligned on customer interactions
Make post-call updates or clarifications as needed
Who Can View and Edit Notes
Any user associated with the same parent account—including agents, managers, and admins—can view and update call notes. This helps maintain continuity across customer interactions, even when handled by different team members.
Why Use On-Call Notes
Capture key details without relying on memory
Ensure context is available for future calls or follow-ups
Keep all team members aligned on customer interactions
Make post-call updates or clarifications as needed
How to Add Notes During a Call
1. While the call is active, locate the "Note" field on your call screen.
2. The notes will be saved automatically with the call log once the call ends.
How to View, Add, and Update Notes After the Call
1. Log in to your CallHippo dashboard.
2. Click on the “Call Logs / Recordings” section visible on the left side of the dashboard.
3. Click the “i” icon next to the call log you want to view and edit notes for.
4. You will be able to see the notes you added during the ongoing call.
5. Click on the blue colored edit icon to edit or add notes.
6. Click on the save icon to save the added or edited notes.
The updated notes have now been saved.
All changes are saved and remain visible to users under the same parent account.
You will also be able to view, add, and update on-call notes from the dialer.
(a). Web dialer and desktop application:
1. Log in to your CallHippo dialer.
2. Click on the “menu” icon.
3. Click on the “All call / inbox” option.
4. Click on the arrow button of the call for which you want to see the call logs.
5. You can view, add and edit notes for the ‘notes’ section.
(b). Android and iOS application:
1. Log in to your CallHippo application.
2. Click on the main menu icon.
3. Click on the “All call / inbox” option.
4. Click on the arrow button of the call for which you want to see the call logs.
5. Click on the “Call Notes” option visible on screen.
6. You can now edit, add, and view the notes from the textbox.
Difference Between On Call Notes and After Call Work
CallHippo offers both On Call Notes and After Call Work features to help users document important information efficiently. Here's how they differ:
On Call Notes: This feature allows you to jot down notes while you're on the call. It's especially useful for capturing key details in real-time so that nothing is missed during the conversation.
After Call Work: This feature enables you to enter a summary of the call once the call ends. It’s ideal for adding final thoughts, tagging outcomes, or documenting next steps after the conversation has wrapped up.
Both On Call Notes and After Call Work entries are accessible from the Activity Feed, making it easy to review and manage your call records at any time.
Frequently asked questions:
Q: Can I edit On-Call Notes after the call has ended?
A: Yes, you can edit On-Call Notes anytime after the call by going to the call log, clicking the “i” icon, and using the edit option.
Q: Who can see and edit my On-Call Notes?
A: All users under the same parent account—agents, managers, and admins—can view and edit notes from call logs.
Q: Do I need to manually save On-Call Notes during the call?
A: No, notes typed during a call are saved automatically when the call ends.
Q: Can multiple teammates update the same note?
A: Yes, any user under the same parent account can update the note. It’s a shared field attached to the call log.
Q: Can I add or edit On-Call Notes after the call has ended?
A: Yes, agents can update On-Call Notes even after the call ends by accessing the call logs/Recording and selecting the respective call.
Q: Are On-Call Notes available on the mobile app?
A: Yes, agents can add and view On-Call Notes on both the CallHippo web app and mobile app for convenience.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]