Goal
Record a note or call record on a case so that you have a complete activity history. All entries are visible to the creditor on the case timeline.
Steps
Adding a note
Go to Cases Received and open the case you want to update.
Open the Actions dropdown in the top-right corner and select Log note.
Fill in the following fields:
Title (required) - a short headline for the note
Description (optional) - additional details you want to record
Save the note. It appears on the case timeline and is visible to the creditor.
You can update or delete your own notes after saving.
Logging a phone call
Go to Cases Received and open the relevant case.
Open the Actions dropdown in the top-right corner and select Log call.
Fill in the following fields:
Number you called (required) - pre-filled with the debtor’s phone number when available
Outcome of the call (required) - select the result from the dropdown (see table below)
Call notes (required) - description of the conversation or attempt
Save the call record. It appears on the case timeline as a call attempt and is visible to the creditor.
Call records cannot be updated or deleted after creation.
Call outcome options
When logging a call, select the outcome that best describes the result:
Outcome | When to use |
Invalid number | The phone number is not valid |
No response | No answer from the debtor |
Not interested | Debtor not interested in resolving |
Dispute | Debtor disputes the claim |
Successful payment | Debtor confirmed payment |
Agreed to installment | Debtor agreed to an installment plan |
Future payment promised | Debtor promised a future payment |
Installment payment promised | Debtor promised an installment payment |
Needs extra time | Debtor needs more time |
Ongoing reminders and payment discussions | Active payment discussions underway |
Result
Your note or call record is saved and appears on the case timeline. The creditor can see the entry when viewing the case.
Tips and additional context
Notes and calls are optional. Not every partner records activity this way, but doing so creates a clear audit trail and improves transparency with creditors.
Monthly updates can also create call records. When you provide monthly case updates and report calls made, the platform automatically generates matching call and note records.
All entries are visible to the creditor. There is no option to make notes or calls private. Both creation forms confirm that the entry will be shown to the client.
Creditors cannot add notes or calls themselves. Only collection partners can create these entries; creditors can only view them on the case timeline.
Notes can be edited or deleted; calls cannot. After saving a note, you can update or delete it. Call records are permanent once saved.
Partner isolation applies. If a case is reassigned to a different partner, the new partner only sees their own notes and calls, not entries from the previous partner.