View the latest call notes in list view

Salespeople often need to reschedule previously scheduled calls due to conflicting meetings or appointments, requiring more preparation time, or customer requests for a different time or date. Leaving a note about the rescheduling is a good practice to provide context for the team and future conversations. However, these notes are only visible when you open individual call records rather than in the calls list view. Understanding the reason for a rescheduled call without accessing the details page would be helpful. This is where a custom function will come in handy.

Using functions, you can copy a rescheduled call's latest notes into its custom multi-line field. Next, add this custom field as a column to the calls list view so you can read the comments without accessing its details page. To learn more, please read the sections below.

Permissions and availability

• Users with the Modules Customization permission can add custom fields.
• Users with the Manage Automation permission can create and update workflow rules.
• Users with the Manage Extensibility permission can create custom functions.
• Users with the Manage Sandbox permission can manage the sandbox.

Requirements

• Add a custom multi-line field in the Calls module. This is where the function will update the latest note left while rescheduling a call. Learn more
• Create a workflow rule for the Calls module that triggers every time a scheduled call's start time is modified. Learn more
• Write a custom Deluge function and link it up with the workflow rule. Learn more
• Test the workflow rule in a sandbox before deploying it to your production environment. Learn more

Add a custom field

The first step is adding the custom multi-line field to the Calls module.

1. Navigate to Setup > Customization > Modules and Fields.
2. Click the Calls module to open the layout editor.
3. Drag and drop the Multi-Line field from the New Fields tray to the desired section of the layout.
4. Name the multi-line field (e.g. "Latest Notes") and define its properties as required.
5. Once you have finished, click Save and Close.

Create a workflow rule

Follow the below steps to create a workflow rule that triggers every time a scheduled call gets rescheduled.

1. Navigate to Setup > Workflow Rules > +Create Rule.
2. Select Calls from the module dropdown list.
3. Provide a name for the rule. For example: "Add latest notes to a custom field". 
4. Add a description (optional) and then click Next.
5. In the Execute this workflow rule based on section, choose Record Action, specify Scheduled call is rescheduled from the dropdown, then click Next.
6. In the Which calls would you like to apply the rule to? section, click Next.
7. Under Instant Actions, select Function and Write your own.
8. Provide a name and description, if necessary, for the function.
9. On the Deluge Script Editor, do the following:
   1. Copy and paste the code given below.
   2. Click Edit Arguments.
   3. Choose Calls - Call Id, name it callId, then click Save.
   4. Click Save & Execute Script.
10. Click Save on the workflow rule page.

The code

relNotes = zoho.crm.getRelatedRecords("Notes","Calls",callId);
if(relNotes.size() > 0 && relNotes != null)
{
	mp = Map();
	mp.put("Latest_Notes",relNotes.get(0).get("Note_Content"));
	upd = zoho.crm.updateRecord("Calls",callId,mp);
}

Tip

• Configure and test the function in a sandbox to ensure that further development doesn't disrupt your production environment.

Test the solution

1. Go to the Calls module and click on a scheduled call. 
2. On the Call Details page, click on the down arrow next to the Mark as Completed button and select Reschedule Call.
3. In the Re-schedule window, specify a new date and time, enter the notes, then click Save.
   The workflow rule will be triggered.
4. Check whether the note contents are visible in the new custom field when viewing the list view.

Did you find this useful? Try it out and let us know how it works. Share this with your team if they'd benefit from it! If you have questions, please don't hesitate to contact us.