CRM Notes and Disposition Codes
For every Narqix VA on a solar campaign. After this page you will write notes a consultant can read in 60 seconds and choose the correct disposition code for every outcome, every time.
Track: Solar · Role: All solar roles · Time to complete: 25 min
The two rules
- Every contact gets a disposition and a note before the next dial. Not at the end of the shift. Not after a break. Before the next dial.
- Write for the consultant. They will read your note in the 60 seconds before they meet the homeowner. Facts, short lines, no stories.
Required CRM fields for a set
Your client's CRM may name these differently. Map each one to the closest field and ask your team lead if one is missing.
| Field | What to enter |
|---|---|
| Homeowner names | Everyone on the title and every decision maker |
| Property address | Full address with ZIP code |
| Ownership confirmed | Yes or No, and how long they have owned |
| Property type | Single-family, townhome, other |
| Utility | Exact company name |
| Average bill | Year-round average, plus summer peak if given |
| Roof | Age, material, condition notes |
| Orientation | As the homeowner described it |
| Shade | None, light, moderate, heavy, as described |
| HOA | Yes, No, Not sure |
| Credit band | Only if the client allows the question |
| Decision makers attending | Names, and Yes for each |
| Appointment type | In-home or virtual |
| Date, time, time zone | In the homeowner's time zone |
| Lead source and date | Form, list, referral, transfer |
| Consent source | As shown in the lead record |
| Recording notice given | Yes or No |
| Objections and concerns | In the homeowner's words |
| Competitor quotes | Yes or No, and any detail they shared |
| Motivation | Their reason, in their words |
The standard note format
Use this order every time. Use " / " or line breaks to separate items.
SET / (APPOINTMENT DAY AND DATE) (APPOINTMENT TIME) (TIME ZONE) / (IN-HOME OR VIRTUAL) / (PROPERTY ADDRESS) Owners: (NAMES), attending: (WHO). Owned (YEARS) yrs. (PROPERTY TYPE). Utility: (UTILITY NAME). Avg bill about (AMOUNT), summer about (AMOUNT). Roof: about (YEARS) yrs, (MATERIAL), (ORIENTATION), shade (LEVEL). HOA: (STATUS). Credit: (BAND OR NOT ASKED). Motivation: (THEIR WORDS). Concerns: (THEIR WORDS). Source: (LEAD SOURCE) (LEAD DATE). Consent on file: (YES OR NO). Recording notice: (YES OR NO). Next: (NEXT STEP AND DATE). (YOUR NAME)
Example of a strong note
SET / Wed 10/21 6:00 PM ET / In-home / (PROPERTY ADDRESS), Tampa FL Owners: Janet + Paul Rivera, both attending. Owned 9 yrs. Single-family. Utility: recorded in field. Avg bill about USD 210, summer about USD 300+. Roof: about 8 yrs, asphalt, back faces south, light shade (1 tree front). HOA: yes, no known solar rules. Credit: says "good". Motivation: bills rising, bought an EV in Sept. Concerns: had a quote from another company, felt rushed. Source: web form 10/17. Consent on file: yes. Recording notice: yes. Next: confirmation call Tue 10/20 evening ET. (Tanvir)
Example of a weak note, and what is wrong
"Nice lady, very interested, big bill, husband maybe. Booked Wed."
What is wrong: an opinion ("nice lady"), no numbers, no time or time zone, the decision maker is "maybe", no source or consent record, no next step. The consultant learns nothing and the confirmer cannot do their job.
Short notes for other outcomes
| Outcome | Note pattern |
|---|---|
| No answer | "NA. Attempt (NUMBER) of the day. VM: (YES OR NO). Text: (YES OR NO)." |
| Callback | "CB (DATE) (TIME) (TIME ZONE). Reason: (WHY). Spoke with: (NAME)." |
| Not interested | "NI. Reason given: (THEIR WORDS). Two attempts made: (YES OR NO)." |
| Disqualified | "DQ-(REASON). Detail: (FACT)." |
| Nurture | "NUR-(REASON). Detail: (FACT). Next touch: (DATE)." |
| DNC request | "DNC. Requested on (CALL OR TEXT) at (TIME). Removed and confirmed to homeowner." |
Disposition codes
Use only these codes unless your client has its own list. If it does, your team lead will give you a mapping.
Contact attempts
| Code | Meaning | Required next step |
|---|---|---|
| NEW | Lead received, not yet dialed | Dial within 5 minutes if fresh |
| NA | No answer | Next cadence touch |
| VM | Voicemail left | Next cadence touch |
| WN | Wrong number | Remove the number, flag the lead source |
| DISC | Disconnected or not in service | Remove the number |
| LANG | Language barrier | Route to a speaker of that language if the client has one |
Conversations
| Code | Meaning | Required next step |
|---|---|---|
| CB | Callback set for a specific date and time | Calendar reminder at that time, inside the window |
| NI | Not interested after two respectful attempts | Close, or long-term nurture if the client allows |
| DQ-(REASON) | Disqualified. Reasons: RENTER, BILL, HOA, FIN, SOLAR, PROPERTY, AREA, SHADE, MOVING, OTHER | Close. Note required |
| NUR-(REASON) | Nurture. Reasons: BUYING, BILL, ROOF, DM, RESEARCH, TIMING | Next-touch date, hand to lead manager |
| SET | Appointment booked, all gates passed | Written confirmation, hand to confirmer |
| LT | Live transferred and accepted by a consultant | Check outcome later in the shift |
Appointment outcomes
| Code | Meaning | Required next step |
|---|---|---|
| CONF | Confirmed on the 24 to 48 hour call | Day-of reminder |
| RESCH | Rescheduled to a new time | New written confirmation, full sequence restarts |
| CXL | Cancelled by the homeowner | Reason in note. Offer of rebooking made once |
| NS | No-show | Same-day recovery call and text |
| SAT | Appointment held with all decision makers | None for you. Consultant owns it |
| SAT-INC | Held, but a decision maker was missing | Flag to team lead for coaching |
Compliance
| Code | Meaning | Required next step |
|---|---|---|
| DNC | Homeowner asked to stop calls, texts or both | Immediate suppression in dialer and texting platform. No further contact of any kind |
Never do this:
Never record Social Security numbers, bank or card details, or full dates of birth.
Never write opinions about a homeowner ("rude", "nice", "seems poor", "old guy").
Never record a guess as a fact. Write "says about 15 yrs", not "15 yrs".
Never use NI when the homeowner asked to stop. That is DNC.
Common mistakes
- Using NI for a stop request. It leaves the number callable and creates legal risk.
- Writing the appointment time in Bangladesh time. Always the homeowner's time zone.
- Leaving a callback without a time zone.
- Using DQ-OTHER without a note.
- Marking SAT when a spouse was missing. Use SAT-INC so the team learns.
Coach's note: Write the motivation in the homeowner's own words, inside quote marks if you can. "Tired of the summer bills" tells the consultant how to open the meeting. "Wants to save money" tells them nothing.
Check yourself
- When must a note and disposition be done?
- A homeowner says, "Please stop calling me." Which code do you use, and what happens next?
- Rewrite this weak note into the standard format with placeholders: "Guy is interested, bill high, call back later."
- What is the difference between SAT and SAT-INC?
- In which time zone do you record appointment times?
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