Call Triage — Lead & Customer Creation

Overview

When you receive an inbound call that isn't linked to an existing customer or lead, BlueClerk lets you triage it directly from the call log. Create a new lead, convert to a customer, or dismiss the call - all without leaving the page. This helps you quickly convert phone inquiries into trackable records and ensures no potential business is lost.

How It Works

Viewing Untriaged Calls

1. Go to Operations > Calls in the sidebar
2. Filter by "Untriaged" to see calls without a linked customer or lead
3. Each untriaged call shows:
   • Caller phone number (formatted)
   • Caller name (if available from caller ID)
   • Call direction and status
   • Call duration
   • When the call happened

Creating a Lead from a Call

When you want to track a caller as a potential customer:

1. Click "Create Lead" on the call row
2. Review prefilled information:
   • Name (from caller ID or editable)
   • Phone number (from call)
   • Notes (auto-populated with call details)
3. Add additional details (optional):
   • Email address
   • Customer type (Homeowner, Business, or Builder)
   • Estimated project value
4. Click "Create Lead"
5. The call is marked as triaged and linked to the new lead

Creating a Customer from a Call

When you're ready to add them as a customer immediately:

1. Click "Create Customer" on the call row
2. The new customer dialog opens with prefilled data:
   • Name from caller ID
   • Phone number from call
3. Select customer type: Homeowner, Business, or Builder
4. Fill in required fields based on customer type:
   • Homeowner: Email, address
   • Business: Company name, address
   • Builder: Company name, subdivisions
5. Click "Create Customer"
6. The call is linked to the new customer record

Dismissing Calls

For spam calls or wrong numbers:

1. Click "Dismiss" on the call row
2. The call is marked dismissed and no longer appears in the Untriaged filter
3. Dismissed calls can be viewed by filtering to "Dismissed" status

Call Filters

The call log includes several filters to help you focus:

• All - Every call in your system
• Missed - Calls that weren't answered
• Inbound - Incoming calls
• Outbound - Calls you made
• Untriaged - Calls without a linked customer/lead and not dismissed
• Dismissed - Calls you've marked as spam or irrelevant

Tips

• Triage daily - Review untriaged calls each morning to capture new leads while they're fresh
• Add notes - When creating a lead, include what the caller was asking about in the notes field
• Use customer type - Selecting the right customer type (Homeowner vs Business) helps with follow-up and reporting
• Dismiss spam quickly - Keep your untriaged list clean by dismissing robocalls and wrong numbers

Questions

Q: What happens if I accidentally dismiss a call? A: Filter to "Dismissed" status, find the call, and you can still create a lead or customer from it. The dismissed flag doesn't prevent triage actions.

Q: Can I link a call to an existing customer later? A: Not directly from the call log. If you realize a call belongs to an existing customer, create a ticket or note on their customer record referencing the call instead.

Q: Do dismissed calls count against any limits? A: No. Dismissed calls are kept for record-keeping but don't impact any usage metrics or reporting.

Q: What if caller ID doesn't show a name? A: The name field will be empty. You can enter the name manually when creating a lead or customer, or leave it blank and update it later.