22.6. Call, Email, and Log Interactions from the Phone

Keep the conversation with the service record. When GreenLeaf Dental Group's office manager approves an after-hours visit by phone, log the decision before moving to the next job so dispatch can see who agreed, what was promised, and which ticket it concerns.

These steps cover mobile app 1.6.1. You need an internal account with access to the relevant records and interaction actions. The phone needs a calling service for phone links and an email app for email links. Saving the interaction requires a connection to AlgaPSA.

Find the client and contact

1. Open Clients from the menu and use Search clients.
2. Tap a client to see its phone, email, website, address, account manager, locations, and contacts as available.
3. Use View tickets to open tickets filtered to that client. Use Change account manager if you have permission and need to update ownership.
4. To reach a particular person, open a contact from the client's Contacts section, or use the menu's Contacts list and Search contacts….
5. Open the contact to review Contact info, available phone numbers and email, Notes, View client, and View tickets.

Check the client relationship before calling a contact with a common name. Client and contact ticket lists are filtered views; remove the visible client/contact filter when moving on to another account.

Call or email from a record

Tap a phone number on a contact or client, a contact or client phone number in ticket Details, or Call on an opportunity contact. The app opens the device dialer. Complete the call there, then return to the AlgaPSA Mobile record you called from.

Tapping an email address or an opportunity's Email action opens your email app. Sending an email there is separate from saving an AlgaPSA interaction. Log the communication if your team needs it on the record.

If the device cannot open a phone call, the app reports This device can't place phone calls. It does not create a call record simply because you tapped the number.

Log the call when you return

1. Return from the phone app to the originating contact, client, ticket, or opportunity. The prompt says Log this call?, followed by You called [name]. Log it as an interaction?
2. Tap Log the call to open Log interaction, or Not now to dismiss the prompt without creating an interaction.
3. Review Type. The app selects Call when that interaction type exists. If it is absent, it selects an available type, so correct the type or ask an administrator to configure Call before relying on automatic selection.
4. Enter a meaningful Title and Notes, such as “Approved after-hours workstation restart” and the agreed access arrangements.
5. Review Duration (minutes), which is filled from elapsed time since the dialer opened. Adjust it to the actual call length.
6. Leave Add to schedule off for a call that has already happened, then tap Log it.
7. Check Interaction logged and verify the saved interaction in Interactions, the opportunity timeline, or the ticket's Calls and emails, as applicable.

The duration is an estimate, not a recording or measurement of connected talk time. It includes time spent away from the app and is rounded up to whole minutes, with a minimum of one minute. The return prompt is offered for a call started from the app when you return within four hours. It is a one-time prompt and does not automatically save or bill the call.

Where the interaction is linked

The app creates one interaction with links supplied by the record you called from. It does not create a ticket comment or time entry.

Calling from a standalone contact does not automatically associate the call with all of that person's tickets. If the call concerns a dispatched ticket, place it from that ticket or log it through the ticket's Calls and emails > Add action. The linked contact/client communication history can then be reviewed in AlgaPSA alongside the ticket context.

Record billable work separately using 22.4. Track Time with the Timer and Time Entries.

Add an interaction or book a follow-up manually

Open Interactions > Add, then choose A client or A contact and select the record. In Log interaction, choose Type, enter Title, Notes, and Duration (minutes), and tap Log it. This is also useful after an email or a call made outside AlgaPSA Mobile.

From a ticket, Calls and emails > Add supplies the ticket, client, and contact links. From an opportunity, Log interaction supplies the deal context.

For future work, turn on Add to schedule in the interaction form. Set Schedule date, Start time, and the duration. If you leave duration blank, the calendar booking uses 30 minutes. With permission to update user schedules, Schedule for lets you select colleagues; otherwise, the entry is for your own AlgaPSA calendar. Tap Schedule and verify it in the app's Schedule screen.

Review Mine or Everyone and filter the list

Open Interactions from the menu. Mine shows interactions logged by you. Everyone includes other users' interactions that you can access and shows the author on each row. This is the mobile owner-scope control; there is no separate individual-owner picker in 1.6.1.

Figure 1: Everyone gives a service manager a shared communication view with interaction types, authors, and status badges.

Use Search interactions to narrow by text. In Filters, choose:

Tap Done to return to the list. Clear all resets these filters while keeping the selected Mine/Everyone scope. Pull down to refresh after another technician logs work.

Open, close, or reopen an interaction

Tap a row to open its detail sheet. Review the type and status badges, When or Scheduled for, Duration, Logged by, Notes, and available links to the ticket, client, and contact.

Use Mark done to move the interaction to a configured closed status. Use Reopen on a closed interaction to return it to an open status. The app prefers the default status for the relevant open/closed group, or the first available one. If no suitable status exists, ask an administrator to review interaction statuses. Check the resulting status badge before leaving.

Close dismisses the sheet; Mark done changes the interaction's status. Completing an interaction does not close its ticket.

The 1.6.1 detail sheet displays existing notes but has no annotation or note-editing control. Add notes while logging the interaction, or edit the existing interaction in the web app. For that workflow, see 8.4. Log Phone Calls, Emails, and Meetings as Contact Interactions.

Before dispatch confirms the GreenLeaf Dental Group visit, check the saved call's contact, client, ticket link, duration, and notes. An interaction's presence alone does not prove that a follow-up was booked; verify Schedule when calendar time was promised.