To write the recap of a phone call with a customer, jot down the essentials of the call and forward that note by email to a Muzau agent's address. It drafts the recap email in "To approve": what was said and decided, then the next step. A forwarded note gives it no recipient: you put the customer's address in the "To" field, review and send.
A call leaves no trace. No invitation, no document: what was agreed on the phone lives in your memory and the customer's, and a week later they do not always say the same thing. A price or a deadline is said quickly and forgotten just as quickly.
And because a call is short, it feels like it does not deserve anything in writing. Yet it is often on the phone that a customer moves forward: they give a figure, a deadline, the name of the person who decides. Three lines sent the same day turn the call into a commitment that everyone can reread. That written part is what the agent drafts; the call itself stays yours.
After the call, you write a few lines, then email them to the Muzau agent's address, from Gmail, Outlook or another team mailbox. Only notes sent from an authenticated team address are accepted, and the recap is written from their first 8,000 characters. If your calls are recorded by Leexi or Modjo, their write-up reaches the agent without forwarding: see how to follow up on a Leexi, Noota or Fathom recap.
By default, the agent puts in the recap what was said and decided, then the next step agreed; this content is set when the agent is created. It is instructed never to write that something was said if the note does not contain it, nor to copy to the customer what you noted for yourself alone. A recap that quotes an amount or a figure for a deadline that is absent from your note and from what Muzau knows about your business waits for your review. A forwarded note does not give the tone of the conversation: the recap uses the formal "vous", unless your notes show otherwise, and it carries no first name as a signature.
A forwarded note has no known participants, and an address written in its text does not count as a recipient. The "To" field therefore stays empty, and you put the customer's address in it before sending. You can also change the sending address, the copies, the blind copy, the subject and the text. Any address you enter is checked again against your do-not-contact list, and a recap without a certain recipient stays in "To approve", even with sending without approval turned on.
Once the recap has gone out, a follow-up file opens. If the customer does not reply, the agent follows up by default at D+3, D+7 and D+14, picking up in one sentence what was agreed; when you create the agent, you choose these days, or no follow-up at all, and whether they go out on their own or after your approval. The follow-ups stop as soon as the customer replies or someone on the team writes to them from a connected mailbox or from Muzau. A new call, however, Muzau does not see: if you call the customer back, cancel the planned follow-up yourself. The details are in following up with a customer after a meeting.
A call recap confirms in writing what was said out loud. It is prepared during the call and goes out the same day.
Mistakes to avoid. An "as agreed" that does not say what was agreed. A price or a delay confirmed in writing when it was only mentioned. A recap sent three days later, when the customer has forgotten the figures. For a longer conversation, the full format is in the sales meeting recap.
Autonomous does not mean unchecked. You set the level of autonomy of every agent, its limits cannot be crossed, everything it does is recorded in a plain-language log, and one gesture stops it all.
For the tasks you don't have time for. You give the address of your website, then describe the work in your own words. Nothing to install.