A client asks whether Thursday’s cleaning can start earlier. Someone records the call, but nobody checks the diary or calls back. The note exists; the commitment is still open. Give each record a clear purpose: a contact entry explains what was said, a task assigns the next action, and the job schedule shows what will actually happen. JobLog24 provides contact records and tasks in the relevant site or job context.
1. Identify the site before recording the conversation
Confirm the building, address and visit date. A customer may have several offices with the same contact person. Recording the customer name alone can leave your colleague looking at the wrong site. Search for the existing location and check its details rather than creating a new location for another conversation.
The location overview shown here is a starting point for finding the site and primary contact. It does not itself record a call. Open the relevant site and keep the communication in that context. If the question concerns a particular visit, check the job reference as well.
Find a site by name, customer or city. The list includes its address and primary contact.
JobLog24 with example data.2. Write the request and commitment separately
In a contact entry, check the date, communication method, incoming or outgoing direction, contact person, category and subject. Record what the client requested, followed by what you actually promised. A request for an earlier visit is not confirmation that an earlier start has been arranged.
Use a subject that remains useful to a colleague, such as Callback about Thursday start time. Keep the account factual and brief. Include the visit concerned, the unresolved question and the response you agreed to give. Relevant attachments can support the record; they should not replace a clear description of the next step.
3. Assign the work that remains
If someone needs to check availability or contact the client, use the option to save and add a task, or create a task in the relevant context. Give it a subject, description, responsible person, due date and status. Refer clearly to the contact entry so another person can find the original request.
Choose who owns the response. The scheduler may investigate staffing while a site supervisor speaks to the client. That division is workable if somebody remains responsible for closing the loop. Agree internally when open tasks are reviewed. Saving a record without an owner does not tell the team who must act.
Example: an earlier visit is requested, not yet agreed
This is a fictional example. On Monday, a client asks to move Thursday’s cleaning from 18:00 to 16:00. The office promises to respond on Tuesday after checking with the scheduler. The contact entry records both the request and the promised callback. A task assigns the check and response to a named colleague, with Tuesday as its due date. The schedule has not changed yet.
The scheduler checks the assignment and speaks to the employee. Once the change has been agreed, the relevant visit is updated and the office checks the schedule and employee view. The client receives a response through the agreed channel. Record that contact and update the task status when the promised response has actually been given.
4. Check the result of each action
Selecting Email as the method on a contact entry records that email communication took place. It does not send an email from that form. Send any required confirmation through your agreed email channel and check the sent message there. Do not describe an unsent draft as a confirmation already delivered.
A completed callback task also does not prove that cleaning has taken place. Keep the stages distinct: conversation recorded, response given, visit scheduled and work performed. A logbook entry can describe an observation at the site. The task tracks follow-up, while the specific job remains the place to check the execution.
5. Make the handover understandable
Before handing over, check whether a colleague can find the request, latest agreement and outstanding task from the site record. If they need another call simply to discover who should act, clarify the task. Use an appropriate status when waiting for a reply; waiting is not the same as completed.
This gives the business owner a practical way to see unresolved commitments. It helps the scheduler distinguish a client’s preference from an approved change. Employees should work from the current assignment in their own schedule. Explore Customers and locations and the product tour to see how the records fit into the daily workflow.
Common questions
Does choosing Email on a contact record send a message?
No. It records the communication method. Send the actual message through your agreed email channel and check that it has been sent.
Does every phone call need a follow-up task?
No. A fully answered question may only need a contact record. Create a task when somebody still needs to investigate, respond or complete another promised action.
Will recording the request automatically change the schedule?
No. Update the relevant visit separately once the change is agreed, then check the office schedule and the employee’s schedule.
Handboek 1.4 / roadmap 1.1 / review 2026-11-02