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In a dry fruit business, a significant amount of customer communication happens over the phone: taking orders, confirming deliveries, resolving quality issues, and negotiating with suppliers. The Telephony feature logs every call automatically so you have a complete record of who spoke to whom, when, and for how long.
Call log list showing inbound and outbound calls with customer name, duration, agent, and timestamp

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Who Uses This Feature

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What Gets Recorded

Every call logged in the system captures:

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Accessing Call Logs

Go to the navigation bar and search for Call Log, or access it from the relevant customer or supplier record. On any Customer or Supplier record, the call history tab shows all calls associated with that contact.
Customer record showing call history tab with list of all calls from and to that customer

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Linking Calls to Business Records

You can link a call log to any related document in the system:
  • A Customer or Supplier record
  • A Helpdesk Ticket (when the call is about a support issue)
  • A Sales Order or Purchase Order (when the call is about a specific transaction)
This means that when a customer calls back about their order, anyone on the team can quickly see the previous conversation history linked to that order.

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Telephony Setup

The system connects to a third-party telephone provider (Exotel or Twilio are supported). Your Administrator configures the integration from the Telephony settings. Once connected, calls routed through the system are automatically logged. For manual call logging (where you want to record a call that happened outside the system), create a Call Log entry manually:
  1. Search for Call Log in the navigation
  2. Click New
  3. Fill in the direction, duration, the phone numbers, and any relevant notes
  4. Link it to the relevant customer, supplier, or helpdesk ticket
  5. Save

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Best Practices

  • Link every support-related call to its corresponding Helpdesk Ticket so the complete interaction history is in one place
  • For sales calls with key customers, add a brief note in the Related Documents about what was discussed
  • Review unanswered calls at the start of each day and ensure someone calls back every missed inbound call
  • Helpdesk - Linking call logs to support tickets
  • Sales - Customer context for sales calls
  • Procurement - Supplier communication history