Entities and records
Browsing the people, accounts or assets your organization tracks, adding and editing records, and starting work on one.
The Entities tab
The second tab is named after your organization's terminology: Entities by default, Customers in a sales organization, and so on.
It adapts to how your organization is set up. If there is only one entity type, it skips the type list and shows that entity's records directly, under the entity's own name. If there are several, it opens on a searchable Browse by type list and you pick one.
Two layouts
The Browse by type header toggles between a grid and a compact row list, and your choice is remembered.
Press and hold a card, in either layout, to peek at it: the card enlarges, showing how many records you can see, the name and the description. Let go and it closes.
The record list
Records are grouped alphabetically with an A to Z rail down the right side you can drag to jump. There is a search box at the top, and each row shows the record's photo, a line of description and a star for adding it to your favorites.
If the entity has choice fields, a Filters button sits next to the search box. Each choice field becomes a section where you tick the values you want, and the button at the bottom reads Show with the number of matching records. A long list stops with "Showing the first" and a count; search to reach the rest.
Different entity types keep their label in different fields, so what shows as the name of a record depends on how that entity was defined.
The list holds the records you have been granted, which may not be all of them. See Who can see a record.
Adding a record
When you open an entity from the type list, a + in the top right adds a record to it. The form has one input per field, and below the fields you choose who can see the new record:
| Choice | Who sees it |
|---|---|
| Just me | Only you, along with everything attached to it |
| My workspace | Everyone in the workspace |
If the entity has no fields yet, the form says so and points you to the web app.
The record screen
At the top, the record's photo, its name and its entity type. In the corners, a star to add it to Favorites and an info button for its details. Under the name, the actions:
| Button | What happens |
|---|---|
| Call | A live voice call with an agent, with a transcript |
| Chat | A text chat with an agent |
| Voice Note | A recording with no agent listening |
| Weekly | The weekly update screen, when the record has one |
Below the buttons, in order:
- This week, when an agent keeps a weekly update on this record: the week, a status of On track, At risk or Stalled, a headline, the top risk and the next step. When there has been activity since, it says "New activity since this update" with Refresh now, which can be used once a day.
- Signals, when Auron has picked any up on this record: a count and the latest one. Tap it for every signal on the record across calls, chats and voice notes.
- Recent sessions: the ten most recent sessions on this record, so you can read what happened last time before you start.
Picking an agent
Call and Chat open Start a call or Start a chat and offer only published agents attached to this record's entity type. If exactly one qualifies it is already selected. Call also offers Schedule for later if you want the session later rather than now.
In a personal account, Call lists Quick debrief first and selects it. It starts a debrief call about this record without picking an agent. Scheduling does not apply to it.
Voice Note goes straight to the recorder when there is one candidate agent or none. If there are several, it asks which agent the note is for, since the note will be filed against that agent once it is analysed.
Details and editing
The info button, or tapping the photo, opens the record's details: every field with its value, or "Not set". Tap any field, or the pencil in the corner, to edit.
The editor shows one input per field, matched to the field type:
| Field type | Input |
|---|---|
| Text, email, link | A text box, with the matching keyboard |
| Number | A number box |
| Yes or no | A switch |
| Single choice | Chips, one selectable |
| Multiple choice | Chips, any number selectable |
| Account | Chips listing the names of your account records |
An account field links this record to one of your accounts. If there are no accounts yet, it says "Add an account first, then come back to link this."
Tap Save to keep your changes. At the bottom, a delete button named after the entity, such as Delete customer, removes the record after you confirm. The confirmation reads "Its meetings and signals stay, but they will no longer be linked to anyone."
The record's picture is changed from the camera button on the photo: Choose photo, Remove photo, or View photo when there is one.
Scheduling for later
Schedule for later asks for a date and time and keeps the agent and record you already chose. Scheduled sessions show up in two places: an Upcoming Sessions card at the top of History when nothing is filtered, and a screen of their own listing them grouped by day with the record each one is about.
On that screen, the … button on a session opens Reschedule. Pick a new start time and tap Move meeting, or tap Cancel meeting and confirm to remove it. A new time has to be at least a few minutes from now.
Records remember you
Opening a record, or starting anything from it, moves it up the shortcuts on Home. See Favorites and recents.