While being on an active call, you will notice on the right panel of the CTI a set of buttons under the name 'Actions.' These are the 'In Call Actions'; each action can be used in combination with Salesforce to increase your team's productivity. In this guide, we will cover the 'Add Comments' action and its functionalities.
Step 1: While being on an active call, click on the ‘add comment’ button located on the right-side panel.
Step 2: A window will open to the right side of the call, add the comment you want to attach to the call, and then click ‘Save changes.’
After you finish the call, a panel will pop up to show you the details of the call, including the comment you added (you can also add additional information, like ‘Caller mood,’ ‘Call disposition code,’ and ‘tags,’ which serve as additional information to add along with the comment). Click on 'Save changes,' and the details will be saved to the call record.
Step 3: You can go to ‘Phone’ on the left side of the CTI and see the details you added (a comment in this case) by clicking on the ‘Details button’ marked below.