How do I show a member's calls next to their policies?
Ticketclosed
Kelbrook Mutual Insurance · How do I show a member's calls next to their policies?
Rebecca Ainsworth asked where a member's call history sits so a new relationship manager could see calls beside policies before renewals. Olivia Grant showed the member timeline, and the record does not show an answer to the last-year filter question.
What happened
What this says
As at Fri 9 Oct 2026Rebecca Ainsworth asked where a member's call history sits so a new relationship manager could see calls beside policies before renewals. Olivia Grant showed the member timeline, and the record does not show an answer to the last-year filter question.
Problem: A school member's second call about a leaking roof was missed in a renewal conversation because nobody had seen it.
Handling: Olivia Grant explained that call history sits on the member record timeline, and first response came after 398 minutes. Tariq Mahmood added the new relationship manager as a user, and she found the timeline; the ticket was solved on 21 Jul 2025 and closed on 25 Jul 2025.
Watch: Rebecca's question on 8 Jul 2025 about seeing only the last year of calls has no recorded answer. Each new user counts towards the included users, and the record does not show the current count.
Details
Updated 9 Oct 26Trail
created · Rebecca Ainsworth 3 Jul 2025 11:12Hello, I'm hoping someone can point me in the right direction. We've got a new relationship manager starting next week and I'd like her to see a member's calls alongside their policies before a renewal conversation. Last week one of our school members rang twice about a leaking roof. The second call was the one that mattered, but nobody in the room had seen it. I can see the policy pages but I can't find where the call history sits, or whether it lives on the member page or in search. Is there a short guide, or could someone show me? I'm happy to do a screen share. Kind regards, Rebecca- Public reply · Olivia Grant 3 Jul 2025 17:50Hi Rebecca, Thanks for getting in touch. The call history sits on the member record itself, in the timeline down the right-hand side. Search only finds the member, so your relationship manager will need to open the record first. Does she already have a login? If not, I can point you to the right place to request one. Thanks, Olivia
- Public reply · Rebecca Ainsworth 4 Jul 2025 13:34Hi Olivia, That's helpful, thank you. I can see the timeline now, so that's the bit I was missing. She doesn't have a login yet, though. Who should I ask for that? Kind regards, Rebecca
- Public reply · Olivia Grant 7 Jul 2025 13:16Hi Rebecca, Access is set up by your admin rather than by us, so Tariq will be able to add her. If it helps, I can send a short step by step for adding a user, and I can check whether she sees the same timeline once she's in. Is the timeline the thing you wanted to see, or do you also need the call summaries? Thanks, Olivia
- Public reply · Rebecca Ainsworth 8 Jul 2025 11:39Hi Olivia, Tariq has added her and she's found the timeline, thank you. Just one more thing: is there a way to see only the last year of calls, rather than the whole history? The older ones are a lot to wade through. Kind regards, Rebecca
- Status change · 25 Jul 2025 23:59