Comments let you add notes to any call in your call log. Use them to track what happened after a call, like whether you returned the call, scheduled a follow-up, or marked it as not a lead. You can see which calls have comments directly from your call log, so nothing gets lost.
How to add a comment
1. Open a call
Go to Calls in the left sidebar and click on any call to open it.
2. Write your comment
Below the call summary, you'll see a comment field. Type your note and save it.
3. Check for comments in your call log
Calls with comments are marked in your call log, so you can quickly see which ones have notes attached.
How to edit or delete a comment
1. Hover over the comment
Find the comment you want to change and hover over it.
2. Click the three dots
Click the three-dot menu on the right side of the comment, then select Edit or Delete.
If a comment was edited, it will appear with (edited) next to it.
Things to know
Comments are visible to anyone with access to the account.
You can add multiple comments to the same call.
At the top of the call summary, you'll see a Leave feedback button. That sends feedback to the Upfirst team so they can review your call. Comments are different; they're meant for you and your team.
Comments FAQs
Does the agent use comments for the next calls that come in?
Does the agent use comments for the next calls that come in?
No, comments are strictly meant for notes for you and your team. The agent does not access comments and use them as information to remember on the next call with the same caller, or as training on how to answer calls.
If you want to adjust how the agent answers in a certain scenario, add the instructions into your Training section.
If you want the agent to remember details about a caller for the next time that same person calls, find the caller in Contacts and add a comment in the Notes field.