Adding Notes

Quick Answer

To add a note:

  1. Find the Notes section in your task
  2. Type your note
  3. Click Add Note (or press Enter)

Bonus: Typing notes counts as activity - helps avoid timeout!

Why Notes Matter

For YouFor Others
Remember what happenedUnderstand context
Track your progressContinue where you left off
Stay active (avoid timeout)Make better decisions
Document agreementsAvoid repeating questions

Good notes = Happy customers (no one likes repeating themselves)

What to Include in Notes

After Every Customer Contact

Write down:

  • What you discussed (1-2 sentences)
  • What was agreed (appointment time, next steps)
  • Customer's mood (happy, frustrated, angry)
  • Any special requests

Example:

Called customer. Scheduled HVAC repair for Tue 2PM. Customer happy with response time. Requested morning callback confirmation.

When You Can't Reach Customer

Document your attempts:

  • How many times you tried (calls, texts, emails)
  • Times you called
  • Voicemail left?
  • Next step

Example:

Attempted contact 3x (10:15, 10:45, 11:30). Left voicemail on 2nd attempt. Sent follow-up text. Will try again in 2 hours or close as Unsuccessful Contact.

Before Escalating

Include:

  • What the issue is
  • What you tried
  • Why you're escalating

This helps the account team resolve faster.

Good Notes vs Bad Notes

❌ Bad✅ Good
"Called customer""Called customer, scheduled repair for Tue 2PM"
"No answer""Called 3x, left voicemail, sent text"
"Angry""Customer upset about delayed service, apologized and rescheduled"
"Done""Booked HVAC maintenance, customer confirmed"

Rule: Could another agent understand what happened by reading your note?

Quick Note Templates

Copy and customize:

Successful Call

Called [name]. Discussed [topic]. Scheduled [service] for [date/time]. Customer [mood]. [Any special notes].

Unsuccessful Contact

Attempted contact: [X] calls, [X] texts. Left voicemail: Yes/No. Next step: [try again / close].

Escalation Note

Issue: [brief description]. Tried: [what you did]. Escalating because: [reason]. Urgency: [high/medium/low].

Waiting for Answer

Sent [options/info] to customer via [call/text/email]. Waiting for their decision on [topic].

Tips for Better Notes

  • ✅ Write as you work - Don't wait until the end
  • ✅ Be specific - Dates, times, names
  • ✅ Keep it short - 1-3 sentences usually enough
  • ✅ Use timestamps - "Called at 2:15 PM"
  • ✅ Note customer mood - Helps next agent prepare
  • ❌ Don't write novels - Quick and clear wins

Notes Keep You Active

Remember: Typing in HumanForce counts as activity.

If you're waiting for something:

  • Add a note about what you're doing
  • Update the task status
  • Check sub-tasks

This keeps the inactivity timer reset!