Timeline and notes

Review enquiry activity in WorldVisa CRM and write useful client notes that help your team follow up and give DMS case officers a clear handover.

Before contacting a client, review their Timeline to see what has already happened. After your conversation, use Notes to record the context your colleagues need. Together, they help the next person continue the work without asking the client to repeat everything.

Review the Timeline

The Timeline brings recorded activity for the enquiry into a dated history. You can review profile updates, stage and status changes, assignment, emails, calls, meetings, notes, reports, and other recorded events.

Marker	How to use it
Filter events	Select Event type to narrow the history to the activity you need. You can select multiple event types and use Reset to clear the filters.
Refresh activity	Use the refresh icon to request the latest activity. The updated time indicates when the view was refreshed.
Who made the change	Read the name and icon beside the event to distinguish a staff action from a system-recorded update.
Stage and status changes	Review the previous and new values to understand how the enquiry progressed.
Open related activity	Where a card provides a link such as View email, open it to review the underlying record.

Events are grouped by day, with times beside individual entries. Use Load more when available to review older activity. If a filtered view is empty, clear the filters before concluding that no activity has been recorded.

Read the event in context

The Timeline tells you what was recorded. It does not always explain why it happened. For example, an automatic move from New to Contacted does not by itself confirm that a conversation took place. Read the call, email, and note history before deciding what to do next.

If you need to understand a client’s concern or a decision made during a call, look for the accompanying note as well as the activity entry.

Add a useful note

Open Notes on the correct enquiry and write your update in the composer at the bottom. Add the details another staff member would need to continue from where you stopped.

1. Select the right enquiry. Confirm the service and destination before writing, particularly when the client is considering several options.
2. Write your update. Summarise the conversation, confirmed information, unanswered questions, and agreed next step. Use short paragraphs or lists to keep it easy to scan.
3. Save the note. Select Add Note, or use Command + Enter on Mac or Ctrl + Enter on other platforms.
4. Check the saved entry. The composer clears after a successful save. Your note appears in the feed with its author and time.

Notes are not saved just by typing. Use Add Note to submit your update. An empty note cannot be added.

Write for the person taking over

Your notes support more than the next sales follow-up. DMS case officers can read the notes associated with the enquiry from the related application. When the enquiry converts, this history helps them understand the client and what was discussed before the case reached their team.

Write with that handover in mind. A note such as “Spoke to client, interested” leaves the next person with questions. Explain what the client is interested in, what you confirmed, and what still needs attention.

Include	Make it specific
Client’s goal	The service and destination discussed, their priorities, and any timing they mentioned.
Confirmed background	Relevant work, education, language, or family information, including who provided it.
Advice and options discussed	Reports reviewed, alternatives explored, and what the client understood or chose.
Outstanding information	Missing documents, details still to verify, or questions awaiting an answer.
Agreed next step	What should happen next, who will do it, and the agreed date or time.
Handover context	Important concerns, expectations, or discussions the case officer should know before contacting the client.

Distinguish what the client told you from what has been checked. For example, write “Client reports six years of experience; supporting employment documents are pending” rather than presenting the experience as verified.

Example of a follow-up note

The following is an example of the level of detail to record, rather than a checklist the system fills in for you:

Discussion: Client initially asked about Canada PR and is also open to exploring Australia. Reviewed the quick eligibility breakdown and explained that the profile needs further assessment before deciding.

Background: Client reports six years of work experience. Employment dates and supporting documents still need verification. Spouse intends to apply with them.

Pending: Client will share their latest résumé and language test result. Spouse’s profile details are not yet complete.

Next step: I will review the documents and call the client on 3 November at 4 pm IST. No final destination has been agreed.

Before handing over to DMS

Add a current summary so the case officer can understand the enquiry without piecing together every earlier conversation. State the service and destination the client chose, relevant family members, assessments already discussed, pending information, and any expectations that need follow-up.

If an earlier plan changed, make the current decision explicit. For example: “Client has chosen Canada PR for now. Australia was discussed as an alternative and is not proceeding at this stage.”

Keep profile facts in Profile, documents in Files, and work that needs tracking in Tasks. Use the note to explain the context and refer to those records. Writing a next step in a note does not create a task automatically.

Review and correct notes

Saved notes are grouped by day. Each entry identifies its author and time, and updated entries show (edited). Use Load more when available to read older notes.

For your own staff-written notes, the available controls let you:

• Edit: Select the pencil, update the content, and select the check mark to save. Select the cross to cancel your edit.
• Delete: Select the delete icon and review the confirmation before proceeding.

Other staff members’ notes and system-generated notes do not show these personal edit controls. System notes are identified separately from staff-written entries.

Correct a factual mistake in your own note when needed. If a later conversation changes the plan, add a new dated update so the team can understand what changed and why.