If you spend any time making calls for sales, support, or follow-up, you probably know the pain: remembering what was said, what to do next, and who promised what to whom. If you're using Phoneburner, you’ve already got a head start—but only if you use its call recording and note-taking features the right way. This guide is for anyone who wants fewer headaches and better results from their call sessions, without getting lost in a maze of features or wasting time on busywork.
Why Bother? The Real Value of Recording and Notes
Let’s be honest: you’re not going to remember every detail from every call. And if you think you will, you’re fooling yourself. Good records mean:
- No more “wait, what did they say about pricing?”
- Smoother handoffs to teammates
- Less scrambling before the next touchpoint
This isn’t about covering your ass (well, not just that); it’s about making your life easier and your follow-ups smarter.
But here’s the catch: Phoneburner’s features are only helpful if you use them well. Over-recording, under-noting, or drowning in your own summaries can backfire. Let’s get into what actually works.
Step 1: Know When (and When Not) to Record Calls
The Basics
Phoneburner lets you record outbound calls automatically or manually. Sounds great, right? It is—until you’re sitting on a pile of recordings you’ll never listen to.
When to record: - Complex sales calls: If there are details you might need to revisit, hit record. - Training or coaching: If you or your team are looking to improve, recordings are gold. - Important agreements: Anything with commitments, pricing, or custom deals—record it.
When not to record: - Routine check-ins: If it’s just “Hey, did you get my email?” skip it. - Compliance issues: Some states/countries have strict rules about recording. If you’re fuzzy on this, check with your legal team (or just don’t record).
Pro tip: Don’t default to recording everything. It’s tempting, but you’ll waste storage (and time) wading through junk.
Step 2: Set Up Recording in Phoneburner the Right Way
Save yourself the “Why didn’t this record?” drama.
- Check your plan: Not all Phoneburner plans include recording. Double-check before you promise your boss every call will be on file.
- Enable recording: In your Phoneburner settings, toggle call recording on. Decide if you want auto-record or manual. If you’re not sure, start with manual and ramp up.
- Test before you go live: Do a quick mock call and check that it actually records and saves.
- Tell your caller: In some places, you legally have to tell people you’re recording. A simple “This call may be recorded for training and quality purposes” gets it done.
What to ignore: Don’t get stuck fiddling with advanced settings unless your workflow is truly unique. Most teams don’t need custom retention policies or fancy integrations out of the gate.
Step 3: Take Notes—But Don’t Write a Novel
Recordings are great, but you can’t (and won’t) re-listen to every call. Good notes are your shortcut.
What Makes a Good Note?
- Short: Two or three lines, tops.
- Action-focused: Capture next steps, commitments, objections.
- Searchable: Use keywords or tags you’ll actually search for later.
Example of a good note:
“Asked about 12-month pricing; wants proposal by Friday. Mentioned competitor X. Call back Mon 2pm.”
What to skip: - Fluff (“Nice guy, said it was raining there”) - Verbatim transcripts (the recording has that covered) - Copy-pasting your entire script
How to Take Notes in Phoneburner
- During the call: Use the built-in note field. It’s right there on the contact screen—no need to switch tabs.
- Right after the call: If you’re dialing fast, jot quick shorthand during the call and flesh it out right after you hang up. Don’t let more than five minutes go by, or you’ll forget the details.
- Use templates: If you find yourself typing the same stuff (“Next steps: ___ / Objections: ___”), make a template in your notes field to speed things up.
Pro tip: If you’re on a team, standardize note-taking—agree on what to track, what to skip, and how to flag urgent stuff. Otherwise, your CRM turns into a junk drawer.
Step 4: Organize Recordings and Notes for Easy Retrieval
You don’t want to spend half your day hunting for a note you know you took.
- Use consistent keywords: If you’re tracking common objections, make up a shorthand (“$ objection” for price, “delay” for timing).
- Tag important calls: Most CRMs (including Phoneburner) let you tag or categorize calls. Use it for must-follow-up or VIP clients.
- Archive or delete junk: Once a deal is dead or a lead is cold, consider archiving or deleting those recordings and notes. Less clutter = faster searches.
What to ignore: Don’t obsess over hyper-organizing—spending more time on folders than on calls is a trap.
Step 5: Use Search and Filters—Don’t Rely on Memory
Phoneburner’s search and filtering features are decent. Use them.
- Filter by date, tag, or contact: Slice and dice your call history to find what matters.
- Search notes for keywords: If you’re consistent, you’ll actually find things later.
- Review before your next call: Scan your last note and, if needed, the recording. Don’t go in blind.
Pro tip: Block five minutes at the start of every day to prep—review notes, flag follow-ups, and clear out old stuff.
Step 6: Respect Privacy and Compliance
This isn’t fun, but it’s necessary. Phoneburner gives you the tools, but the law’s the law.
- One-party vs. two-party consent: In the US, some states require both parties to agree to recording. If you’re not sure, play it safe and always notify.
- Storing sensitive info: Don’t put credit card numbers, SSNs, or sensitive data in your notes or recordings. If you have to, check your company’s privacy policy first.
Pro tip: If your company works across different states or countries, assume the strictest rules apply.
What Actually Works (And What Doesn’t)
Here’s the no-nonsense version:
Works: - Recording calls that matter, not every call - Jotting short, action-focused notes right away - Using templates and tags for speed - Reviewing notes before each call
Doesn’t work: - Recording so much you never listen back - Writing War and Peace in your notes - Ignoring compliance and hoping for the best - Wasting time on over-organization
Keep It Simple—And Iterate
Start with the basics: record only when you need to, take short notes right away, and use tags you’ll remember. If you find yourself buried in recordings or notes you never use, dial it back. The point isn’t to be perfect—it’s to make your next call smarter and your day a little easier. Adjust as you go, and don’t overcomplicate it.
Good luck—and remember, the best system is the one you’ll actually stick with.