Call Log Management
The Call Log module provides a centralised system for recording and tracking incoming wildlife rescue calls. Every time a member of the public phones in about an injured, orphaned, or distressed animal, your team can capture the details in a structured record that stays linked to the rest of your organisation's data.
Overview
Wildlife rescue groups receive calls at all hours. The Call Log ensures nothing falls through the cracks by giving coordinators a single place to:
- Record caller information and contact details for follow-up
- Capture species and location data so the right carer can be dispatched
- Track the reason, action taken, and outcome for every call
- Assign calls to specific carers or coordinators
- Monitor open vs. closed calls from a live dashboard
- Link calls to animal records so the full history is preserved on the animal's timeline
Call Log Dashboard
When you navigate to the Call Log page, you are presented with a dashboard that includes summary statistics and a searchable table of all recorded calls.
Statistics Cards
The top of the page shows four key metrics at a glance:
| Card | Description |
|---|---|
| Total Calls | The total number of call logs recorded for your organisation |
| Open | Number of calls with a status of OPEN that still require attention |
| Closed | Number of calls that have been marked CLOSED |
| Last 7 Days | Count of calls received in the past seven days |
Call List Table
Below the statistics, the full call log is displayed in a table sorted by most recent first. The table columns are:
| Column | Description |
|---|---|
| Date/Time | When the call was received, shown as date with time underneath |
| Caller | The caller's name and phone number |
| Species | The species reported by the caller, if known |
| Reason | The categorised reason for the call (displayed as a badge) |
| Location | The suburb or address where the animal was sighted |
| Status | OPEN (highlighted in red) or CLOSED (grey) |
| Assigned To | The carer or coordinator the call has been assigned to, or "Unassigned" |
| Actions | A view button to open the full call log detail |
Creating a New Call Log
Click New Call from the dashboard to open the call recording form. The form is organised into four sections.
Caller Details
| Field | Required | Description |
|---|---|---|
| Date/Time of Call | Yes | Defaults to the current date and time. Use the date picker and time input to adjust if logging a call after the fact. |
| Caller Name | Yes | The name of the person reporting the animal. This is the only mandatory field. |
| Phone Number | No | The caller's phone number for follow-up contact. |
| No | The caller's email address. | |
| How Call Came In | No | How the call was referred to your organisation (selected from a configurable lookup list). |
| Species | No | The species of animal involved. Supports searching from your organisation's species list, or you can type a custom entry. |
Call Details
| Field | Required | Description |
|---|---|---|
| Reason for Call | No | Why the caller is ringing -- for example, "Injured animal", "Orphaned juvenile", or "General enquiry". Selected from a configurable lookup list. |
| Action Taken | No | What your organisation did in response -- for example, "Dispatched carer", "Provided advice", or "Referred to vet". Selected from a configurable lookup list. |
| Outcome | No | The result of the call -- for example, "Animal collected", "Caller to monitor", or "Unable to locate". Selected from a configurable lookup list. |
| Assign To | No | Assign the call to a specific organisation member (carer or coordinator). The dropdown lists all current members of your organisation. |
Animal Location
| Field | Required | Description |
|---|---|---|
| Address / Location Description | No | Start typing an address and the field will suggest matches using Google Maps autocomplete. Selecting a suggestion auto-fills the suburb and postcode fields. You can also type a free-text description. |
| Suburb | No | Auto-populated from the address lookup, or can be entered manually. |
| Postcode | No | Auto-populated from the address lookup, or can be entered manually. |
Additional Information
| Field | Required | Description |
|---|---|---|
| Link to Animal Record | No | Optionally link this call to an existing animal record in your system. When linked, a timeline entry is automatically created on the animal's record with the call details. |
| Notes / Comments | No | Free-text area for any additional context about the call. |
Status Tracking
Every call log has a status that indicates whether it still needs attention:
| Status | Description |
|---|---|
| OPEN | The call has been logged but the situation is not yet resolved. Open calls are highlighted in the dashboard statistics and appear with a red badge in the table. |
| CLOSED | The call has been fully handled and no further action is required. Closed calls appear with a grey badge. |
New calls default to OPEN status. Coordinators can update the status from the call detail view as the situation progresses.
Configurable Lookup Lists
The Call Log module uses four configurable lookup lists that allow each organisation to tailor the available options to their workflows. Access these via the Manage Lists button on the dashboard.
| Lookup List | Purpose | Example Values |
|---|---|---|
| Reasons | Why callers contact your organisation | Injured animal, Orphaned juvenile, Entangled animal, General enquiry, Nuisance/relocation |
| Referrers | How the call was referred to you | Direct call, WIRES referral, Council referral, Vet referral, Social media, Website |
| Actions | What action your team took | Dispatched carer, Provided advice, Referred to vet, Referred to other group, No action required |
| Outcomes | The end result of the call | Animal collected, Caller to monitor, Unable to locate, Animal deceased, Referred elsewhere |
Managing Lookup Items
Each lookup list supports the following operations:
- Add new items with a label and display order
- Edit existing item labels
- Reorder items by changing their display order
- Activate/Deactivate items -- deactivated items no longer appear in the dropdown but are preserved on historical records
- Delete items that are no longer needed
When your organisation first accesses the Call Log module, a set of sensible default values is automatically seeded into each lookup list. You can then customise these to suit your specific needs.
Audit Trail
All call log operations are recorded in the audit log, including:
- Creation of new call logs (with caller name and reason captured in metadata)
- Changes to lookup list items (create, update, and delete)
This ensures full traceability for compliance and reporting purposes.
Location Requests (Pindrop)
From the call log detail page, operators can send the caller an SMS with a secure link to share their exact location. This is particularly useful when callers cannot describe the location verbally.
The Location Request card at the bottom of the detail page allows the operator to:
- Click Send Location Request SMS (requires the caller's phone number to be filled in)
- The caller receives an SMS with a branded link to a mobile-friendly form
- The caller drops a pin on a map, fills in their contact details, and optionally uploads photos
- The submitted data appears on the call log detail page with an embedded map view
This feature requires an active SMS plan. See Pindrop Location Requests and SMS Billing for full details.
Integration with Other Modules
| Module | Integration |
|---|---|
| Animal Records | Calls can be linked to an animal record. When linked, a timeline entry is automatically created on the animal's history with the call summary (caller, reason, action, outcome, and referrer). |
| Pindrop Location Requests | Operators can send callers an SMS link to share their GPS location, contact details, and photos. Data flows back into the call log automatically. |
| SMS Billing | Pindrop SMS messages are gated by the organisation's SMS subscription tier and count toward monthly limits. |
| Compliance | The Call Log sits under the Compliance section of the application, supporting your organisation's regulatory record-keeping requirements. |
| Compliance Checklist | Complete call logging contributes to overall organisational compliance readiness. |
| Audit Logging | All call log creation and lookup list changes are tracked in the audit log for accountability. |
| User Management | Organisation members appear in the "Assign To" dropdown, and the user who logs the call is recorded as the "Taken By" user. |
| Species Management | The species search field on the call form pulls from your organisation's configured species list. |