Published
The after-call form: each result with its own fields
The result of a call now opens exactly its own fields and moves the status itself, and every transition explains itself in words and on the funnel path.
The idea of one form after a call stands: you write down what happened in one place, and everything else follows from that entry. A usability session with an employee doing it for the first time showed the form was too generic. The result "meeting arranged" asked for a date without saying whether that was the date of the call or the time of the meeting; "wrong number" asked for a reason, when the result itself is the reason.
Now each result shows exactly its own fields:
- Meeting set — the time of the meeting, in the future only, and it becomes the due date of the next step in the list;
- refused or wrong number — the reason is filled in from the result; it can be replaced and cannot be left empty;
- Talked — an optional field for when to get in touch again; leave it empty and nothing happens;
- note — the result is not asked for at all, the entry is saved and the funnel does not move.
Every date carries a label saying what date it is, and the time is picked from a widget rather than typed. A callback is offered for the next working day at opening time — your office hours are a setting of yours, and closed days are skipped. For the time of a meeting there is deliberately no suggestion: a time the system fills in by itself gets confirmed without a second look, and later there turns out to be no meeting.
It is the result that moves the inquiry — there is no need to change the status separately. What has been added is the explanation: a transition says in words where from, where to and why, and under the header of the record and in the side panel there is a funnel path — five steps labelled with your office's own statuses. An inquiry marked as not relevant dims the whole strip, with the reason beside it; a step back does not erase what has been passed, so both things are visible at once — that the conversation did happen, and that we are back at the beginning. A step is not a button: statuses are changed on the form or in the Update status block, where permissions and a mandatory reason still apply. No transition, no message about one.
The same round closed the small things that got in the way: a clear button inside the search field, search with filters and chips gathered at one edge, Call and WhatsApp turned into round buttons you recognise at a glance, and Current state now editable straight from the side panel.
Want to see this on your own office's inquiries?