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When Should I Use This?
Use these features when you need to:
Record internal-only observations on a case (Manage Notes)
Log a phone call with an applicant or partner (Manage Calls)
Review a single, time-stamped record of notes and communications (See Full History)
Understand how a case moved between staff and status updates (See Transitions)
Step-by-Step Instructions
Go to APPLICATION REVIEW ↗ and select the ↗ next to each case to begin review.
Use the left-side bar to find case actions available on the Application Screen.
To document internal context, open Manage Notes and add/edit/delete notes as needed. Notes are visible to staff only, and are timestamped and tagged by the author.
To log a phone interaction, open Manage Calls and manually log the call time, purpose, and outcome.
To review everything in one place, open See Full History to view all notes, incoming and outbound SMS, email messages, inbound & outbound calls, and voicemails with date/time stamps and the team member who sent outbound messages.
(Optional) Open See Transitions to view how the application moved between Team Member assignments and Status updates.
Common Mistakes to Avoid
Writing notes as if applicants will see them—Manage Notes are staff-only.
Forgetting key call details—Manage Calls is intended to capture time, purpose, and outcome.
Searching across multiple tabs for context—use See Full History to review notes and communications together.
Best Practices for FORWARD Direct Users
Use Manage Notes for internal-only observations so they remain staff-visible and clearly attributed (timestamp + author).
Use See Full History when you need a consolidated record of messages and calls, including who sent outbound communication.
Use See Transitions to understand changes in assignment and status over time.
FAQ
Are notes visible to applicants?
No. Notes added in Manage Notes are visible to staff only and are not shown to applicants.
What details can I log in Manage Calls?
Calls are logged manually, including the call time, purpose, and outcome.
What shows up in See Full History?
See Full History includes notes, inbound/outbound SMS, email messages, inbound/outbound calls, and voicemails, with date/time stamps and outbound sender details.