The Freshworks CRM mobile app enables you to log all calls made to contacts inside the app. This helps you log the calls effectively and can help you get insights on your calls. You can also take notes parallelly while on a call and refer to it anytime later.

 

Freshworks CRM mobile app allows you to log your calls in one of two ways:

  • Manually: Manual call logging allows users to add calls that were made offline or to track calls made to numbers that are not contacts in Freshworks CRM.

    Note:  If you haven’t enabled the auto call log option or you need to save some additional calls, you can use this option.


  • Automatically: When automatic call logging is enabled, users will be presented with a prompt at the end of a call. However, this can be enabled only by granting the app the requisite permissions.

How to add a manual call log?

  1. Click the Quick add(+) button > Add call log.

  2. A screen with the list of your recent calls appear. The 10 most recent calls are usually displayed.

  3. Choose the call that you want to save. If it’s an existing contact number, it’s automatically associated.
    Else, associate it with a
     new lead or an existing lead.



  4. Fill in details of the call log and press ✔
    You can add the following details to the call log.

    1. Name of the associated Contact

    2. Whether it’s an incoming or outgoing call 

    3. Option to add notes related to the call : Type in any important information, like the date of availability of the Contact for a demo, or if they want a detailed explanation of a specific feature, and so on.

Your call is successfully saved in Freshworks CRM. You can also create a call log from the Contact details page, in which case the Who was the call with? field is prefilled. You can also go back to the call log and add notes by editing the log. These notes can be found under the Notes section of the record details too.


Auto call log
:

Before you go ahead and use your call logs, you need to activate this option in your mobile app. 

 

How to enable the auto call log prompts?

  1. On your mobile app, press the three-dot icon and go to Settings.

  2. Click Call Preferences. This opens up a new screen where you can configure your call preferences.

  3. Turn on the ‘Automatic call logging’ toggle. This brings up the pop-up requesting you to grant Freshworks CRM mobile app the access to ‘make and manage phone calls’ and ‘phone call logs’.



  4. Press Allow to grant access.

Note: If you choose to Deny granting the permission, the auto call log feature is not enabled

 

How does the auto call log work?

Once this option is active, every incoming and outgoing call with your Contact is asked to be saved in your account. If you want to save the log, press the ✔ icon. Else, press the X icon. This closes the log without saving it.

 

For example, say Jane is one of your Contacts. Jane calls you, asking you to schedule a demo for her. After you’re done talking, you’ll be prompted to save a call log and you can add notes to the call. 

 

How to view call logs inside Freshworks CRM?

  • Viewing all call logs: Every incoming or outgoing call to your mobile is tracked as a call log on the Freshworks CRM mobile app. You can access this by pressing the Quick Add (+) button> Add Call logs. All recent calls can be accessed here. You can also create new contacts out of these logs by clicking a number and associate it with a new contact.

  • Viewing call logs of individual records: Click on the Contact, whose call log you want to view. In the details page of the selected Contact, scroll horizontally to the Call logs tab. Here, you will find the list of all calls associated with the contact. Click on one of the calls to see its details(call type & notes). You can also find the notes related to the call if any.