A structured record of a single inbound call: who, what, when, where, and what happened next.
A call memo is the durable artifact left behind by every inbound call. It captures the conversation, the triage decision, and the dispatch outcome in a structured form a contractor can review the next morning or search months later.
A complete call memo contains, at minimum: timestamp, caller name and callback number, address (with geocode if relevant), the caller’s problem in their own words, the agent’s triage classification (emergency, routine, or non-actionable), the dispatch outcome (which tech accepted, at what time, or that nobody accepted), and a link to the recording and transcript. The structure matters because it makes the memo searchable, reportable, and exportable into CRMs and accounting systems.
The memo is what turns “we answered the phone” into “we have a record of the answer.” Without it, the morning after a busy night is a guessing game: did the tech actually roll? Did we miss anything? What did the caller say their address was? Structured memos answer those questions immediately and give the contractor an audit trail for billing, insurance, and dispute resolution.
Night Watch produces a call memo for every call automatically. The memo is delivered by Resend email to the on-call inbox within seconds of the call ending and is also available in the contractor portal. With The Vault add-on, the memo includes a recording and a full transcript stored in Supabase Storage with field-level PII encryption. Memos feed downstream into CRM uploads, customer history (used by semantic call memory), and reporting.