Phone Calls
Phone Call Activities in DonorDock allow your organization to plan, assign, and document phone conversations with contacts. They can be used for donor stewardship, fundraising follow-up, event outreach, acknowledgment calls, or any other conversation you want to track as part of a contact's engagement history.
A Phone Call Activity can represent either a call that has already taken place or a call that still needs to be completed. When the call is planned for the future, it can remain Incomplete and be assigned to the appropriate team member for follow-up.
Available Fields When Creating a Phone Call Activity
When creating a Phone Call Activity, you will be prompted to complete fields that help identify the call, who is responsible for it, and how it should be tracked.
Field | Description |
|---|---|
Subject | A short description of the purpose of the call *Required |
Contact | The individual, household, or organization associated with the phone call *Required |
By | The team member who made or is responsible for the call. This defaults to the user creating the Activity but may be changed to another team member |
Add to this user's Action's Board | A toggle to set to True if you want the incomplete activity to appear on the activity owner's Action Board |
Call Date | Activity Date of the Phone Call activity |
Due Date | The date the call should be completed by. Can be the same or different from the Call Date. |
Priority | The urgency of the Phone Call Activity: Low, Medium, or High |
Status | Indicates whether the call is Incomplete, Complete, or Canceled |
Call Script or Notes | Additional information related to the conversation, including talking points, background details, or notes from the call |
Completion Note | A summary of the outcome of the call. This field is only available when the Activity is marked Complete |
Campaign | Campaign associated with the phone call |
Appeal | Appeal associated with the phone call |
Fund | Fund associated with the phone call |
Track a Completed Phone Call
If you are recording a call that has already taken place, create the Phone Call Activity and set the Status to Complete.
Use the Completion Note to record the outcome of the conversation and the Call Script or Notes field for any additional context you want to retain. Keeping this information on the Activity creates a useful history of past conversations that your team can reference later.
For example, you might use a completed Phone Call Activity to record that a donor was thanked for a recent gift, expressed interest in an upcoming event, or requested additional information from your organization.
Plan a Future Phone Call
Phone Call Activities can also be used to schedule follow-up work before a conversation takes place.
When creating the Activity:
Select the contact you plan to call.
Confirm the team member responsible for making the call.
Enter a clear Subject describing the purpose of the call.
Set the Due Date for when the call should be completed.
Set the status to Incomplete.
Add any talking points, background information, or call script details.
Add the Activity to the ActionBoard when applicable.
Click Create and Save.
Once the call has taken place, open the Activity and update its status to Complete. You can then add a Completion Note and update the call notes with any important information from the conversation.
Use Call Scripts and Notes
The Call Script or Notes field can be used both before and after the call. Before the conversation, it can hold suggested talking points, questions, or background information the caller should review.
After the call, the same field can be updated with details from the conversation. This can help other team members understand what was discussed and provide continuity the next time someone from your organization communicates with the contact.
After a Phone Call Activity has been created, it becomes part of the contact's Activity history. You can reopen the Activity to update its assignment, priority, status, notes, Campaign, Appeal, or other available information.
When an incomplete call has been completed, update the status to Complete and add any final notes you want to retain about the conversation.