Recording a New Log

Recording

Click/tap the 'New' button on the contact log list. For help accessing the contact log list see Using the Contact Log.

You can also use the sub-menu items under the Contact Log item:

The layout of the popup is different for the Desktop & Mobile interfaces, but the functionality remains the same.

Log

Record Contact - Log Tab - Desktop

Record Contact - Log Tab - Desktop

  1. Status - defaults to 'In Progress'. Change to 'Completed' if you have dealt with the contact. See Contact Log Processing Statuses & Ownership for more details.
  2. Contact Date & Time - the date & time at which the contact was made/received.
  3. Nature of Contact - the nature of the contact. The value selected here will change the behaviour of the contact log. See points 5, 6 & 7, and Messages. For links to specific details regarding the recording of the different contact types see Contact Natures.
  4. Contact Method - how the contacting party initially communicated with your school.
  5. Contacting Party Details - details of who contacted your school. The fields available here vary depending on the 'Nature' selected. The staff & pupil selectors allow you to associate the log with an existing member of your school if the contact came from them. For links to specific details regarding the recording of the different contact types see Contact Natures.
  6. Contacting Party Email Address (optional) - automatically populated if you select a member of staff or pupil in the 'Who' section above. Used by the 'Messages' tab if provided. For links to specific details regarding the recording of the different contact types see Contact Natures.
  7. Contacting Party Mobile Number (optional) - automatically populated if you select a member of staff or pupil in the 'Who' section above. For links to specific details regarding the recording of the different contact types see Contact Natures.
  8. Description of Enquiry - details of the contact. Can be used to record the contents of received phone calls, voicemail messages, emails and text messages.

Contact Natures

The selection of different 'Nature' options using the drop down has an effect on the behaviour of the contact log. Guides to each type are linked below:

  • New Pupil - choose this for new pupil enquiries.
  • Lesson Booking - choose this for lesson booking requests received from existing pupils.
  • Lesson Cancellation -  choose this for lesson cancellation requests received from existing pupils.
  • Staff Enquiry - choose this for enquiries from your staff.
  • General Enquiry - choose this if none of the other natures suits the contact.

Messages

The 'Messages' tab allows you to, optionally, send a confirmation message to the contacting party. This message will be sent when the contact log is saved. Pre-defined templates and information snippets can be used to make composition of these messages simple and quick.

Messages sent are recorded against the log's history and can be viewed when looking at an existing contact log. See Changing an Existing Log - History for more details.

Record Contact - Messages Tab - Desktop

Record Contact - Messages Tab - Desktop

  1. Send Confirmation Message - toggle this to send a confirmation message when the log is saved. Useful when initially entering a new log.

The following elements are only shown if 'Send Confirmation Message' is toggled:

  1. To Email Address - the email address to send the confirmation message to. Will be automatically populated from the 'Contact Email Address' on the 'Log' tab if populated.
  2. Your Name - the name that will appear in the 'Reply To' part of the email. Will be automatically populated from your profile.
  3. Your Email Address - the email address that will appear in the 'Reply To' part of the email. Will be automatically populated from your profile.
  4. You can change the address to any that you wish by typing in the text box or use the 'Select Another Email Address' to choose an alternative email address.
  5. Subject - the subject line to be included in the email.
  6. Message body editor. You can use the Rich-text Editor to add font styles and links to the text.  Will be automatically populated from a template for some 'Nature' options. See Pre-defined Template Popup for more details.
  7. Insert Information Snippet - shows a popup allowing you to quickly insert snippets of information. See Information Snippet Popup for more details.
  8. Use A Pre-defined Template - shows a popup allowing you to quickly insert a message from a pre-defined template. See Pre-defined Template Popup for more details.

Information Snippet Popup

This popup allows you to quickly insert snippets of information into the message body text editor area:

The layout of the popup is different for the Desktop & Mobile interfaces, but the functionality remains the same.

Insert Information Snippet - Popup - Desktop

Insert Information Snippet Popup - Desktop

Snippets available include:

  • Pupil Sign Up Link - you can insert your school's generic sign up link, or the sign up link for a specific instructor.
  • School Contact Details - you can insert a summary of your school's contact details. Taken from your school's profile.
  • Instructor Contact Details - you can insert a summary of a specific instructor's contact details. Taken from your their profile.

Clicking/tapping the 'Insert Snippet' for a given snippet will insert the snippet at the current cursor location within the message body editor and close the popup.

Pre-defined Template Popup

This popup allows you to insert predefined templates into the message body text editor area:

The layout of the popup is different for the Desktop & Mobile interfaces, but the functionality remains the same.

Pre-Defined Template Popup - Desktop

Pre-Defined Template Popup - Desktop

For details of the templates available and how they function see:

View the current system default message templates to see how the replacement tokens are used in the context of messages.

If you are a School Admin user you can override this templates, see Changing Email & Text Message Templates for details. You should select the category 'Contact Log Message Templates' to find these templates easily.

When Saving a Log

If you have chosen to send a confirmation message and are saving the log the body of your message will be checked for un-replaced replacement tokens.

Contact Logs - Attempt Save With Message Tokens Present - Desktop

Contact Logs - Attempt Save With Message Tokens Present - Desktop

Clicking/tapping the 'Show Me' button will close the popup, take you to the 'Messages' tab and scroll the editor to the position of the first of the offending replacement tokens.

You should manually remove/replace the tokens and then use the 'Save' button again.

Follow Ups & Reminders

This feature can be accessed from a contact log by selecting the 'Follow-ups' tab.

You can add simple follow-up reminders to a contact log, these will send a reminder notification at the chosen time. Notifications are sent as follows:

  • 'In Progress' contact log - reminder notification sent to the owner at the chosen time.
  • 'Open' contact log - reminder notification sent to all School Admins & Office Admins at the chosen time.
  • 'Completed' contact log - no notification sent.
Record Contact - Follow Ups Tab - Desktop

Record Contact - Follow Ups Tab - Desktop

  1. Add - adds a new follow up reminder - a simple popup will be shown allowing you select a date and enter actions text.
  2. Follow-up Reminder Item - a summary of a scheduled follow-up reminder.
  3. Delete - deletes the follow-up reminder. You will be asked to confirm this.