Time required: Approximately 5-7 minutes reading time

Prerequisites:

Expected results: After reading this guide, you will be able to document phone conversations in your cases, maintain a complete communication record, and understand when to use phone calls versus emails.

The compliance auditor asks about a conversation you had with a tenant three weeks ago. You remember the call, you remember agreeing on an appointment, but you have no record. Was it Tuesday or Wednesday? Did they confirm the morning time slot? You check your email - nothing. You check the case - no documentation. Now it's your word against theirs.

Phone Call Actions prevent undocumented conversations. When you log a call, it's timestamped, permanent, and visible in the case history. Anyone reviewing the case later can see exactly what was discussed and when.

A Phone Call Action is a simple record of a phone conversation between you and a contact related to a case. These actions:

Phone Call Actions are different from Email Actions because they don't actually initiate communication—they simply record that a conversation happened.

Use Phone Call Actions when:

Use Email Actions when:

How to get Phone Call Actions:

You cannot manually create phone call actions through the UI — they must be requested through Gustav or appear as AI-suggested workflow items.

Steps:

Result: The phone call is logged to the case with an automatic timestamp and appears in the Activity Timeline. The action status changes to Completed and cannot be edited.

When you open a Phone Call Action, you'll see a Contact Card displaying information about the person you called (or will call):

Contact Card shows:

If the contact has not been identified: You may see the message: "The party to contact has not yet been identified."

This typically occurs when the AI suggests a phone call action but hasn't determined who should be contacted. In this case, you'll need to either:

The Call log field is a 3-row multiline text area where you document the conversation. This is the only field you need to complete when logging a phone call.

What to include in your call log:

Example call logs:

Quick confirmation:

Service provider coordination:

Issue clarification:

Balance brevity with completeness - Include enough detail for someone reading the case later to understand what happened, but keep it concise.

Once you click "Submit call log", the following happens:

Why phone call logs cannot be edited: Phone Call Actions serve as an official record of communication. Preventing edits ensures the documented conversation remains accurate and unaltered for audit trails and compliance purposes.

Situation: You've created a work order and need to confirm when the service provider can schedule the repair.

Steps:

Result: The appointment details are documented in the case for future reference.

Situation: A tenant needs an urgent update about a repair, and email would be too slow.

Steps:

Result: The communication is documented even though no email was sent.

Situation: You need to coordinate a time for a property inspection with the tenant.

Steps:

Result: The verbal agreement is documented, and you can follow up with a written email confirmation.

Situation: An email from a tenant was unclear, and you need more details before taking action.

Steps:

Result: You now have specific details to create appropriate work orders or ERP tickets.

Be specific about timing:

Document key decisions:

Include follow-up actions:

Reference other case elements:

Use professional language:

Log calls promptly:

Problem: The contact card shows "The party to contact has not yet been identified."

Solution:

Problem: Cannot submit the phone call action—the form shows a validation error.

Solution:

Problem: The "Submit call log" button is disabled or clicking it does nothing.

Solution: