Scheduling or Logging Phone Calls
You can use phone call records to schedule calls and list them in order of the due date and priority. Or you may use phone calls to document customer feedback whenever a customer calls you. NetSuite stores the information about a record in the Phone Call list on the customer record who calls and on the contact's record who called for the customer.
When you receive a phone call from a customer, for example, go to the customer record, click Call in the New bar at the top of the record, and enter the details and reason the customer is calling.
To schedule or log a phone call:
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Go to Activities > Scheduling > Phone Calls > New.
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If you have created a custom form you want to use for this record, select that form in the Custom Form field.
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In the Subject field, enter the main subject of the discussion.
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In the Organizer field, select who is responsible for making the call. Your name appears here by default.
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In the Phone Call Date field, enter the date the call is scheduled for.
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Check the Reserve Time box to schedule this phone call on the calendar.
If you want phone calls that do not reserve time on your calendar, check the Display Non-blocking Phone Calls in Calendar box on the Personal Calendar Preferences page at Activities > Setup > Calendar Preference.
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If you are scheduling this call, select the Start Time and End Time.
Use the Availability subtab to see when the organizer (you) and all added participants with NetSuite records are available.
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In the Date Completed field, enter the date this call was completed if different from the scheduled date.
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In the Phone Number field, you can enter the number dialed to make this call if it is different from the number of the participant selected below.
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In the Status field, select whether this phone call is Scheduled or Completed.
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Check the Private Phone Call box to display this call only in your list of calls. If you use Time Tracking for CRM, only employees listed as participants on the phone call record can track time against a private call.
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If this is a scheduled call, select the Reminder Type you want:
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None – No reminder is triggered.
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Email – An email reminder is sent to the email address on the employee record for the person selected in the Organizer field.
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Popup – A popup reminder opens when the organizer is logged in to NetSuite.
You must also select a reminder time to set the reminder.
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In the Reminder field, enter the time increment before the time set in the From field that a reminder should be triggered.
You must also select a reminder type to set the reminder.
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On the Message tab, enter notes or a description of the content of the phone call.
Optionally, you can get writing help for the Message field from our generative AI service, NetSuite Text Enhance. Click the Enhance Text button to use the available options. For more information about using this capability, see Text Enhance.
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On the Related Info subtab, select a company if this call is related to a customer, vendor, partner, or other name.
The Contact field lists the contacts for the entity you have selected.
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In the Contact field, select the contact with whom this call is associated.
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If this call pertains to a support case, select the case number in the Support Case field.
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If this call is related to a transaction, select the transaction number.
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On the Participants subtab, you can add listings for those participating in the call. Choices are available from the Participant dropdown list. Available choices include employees, customers, partners, vendors, and other names.
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Attach files relating to this call on the Files subtab.
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Click Save.
Your phone call is now documented. If the phone call was set as completed when it was created, it remains in the tasks list until it is marked Completed.
To mark a phone call Completed, go to Activities > Scheduling > Phone Calls and click Edit next to the phone call that has already been placed to open its record and change the status. If inline editing is enabled, you can change the status directly in the list. For more information, see Using Inline Editing.