Record a contactmoment

Every interaction with a citizen is recorded as a contactmoment — phone calls, e-mails, counter visits, replies on a written notice. The audit trail this builds is critical for ZGW compliance and for the next handler picking up the case.

Deprecated

ZAA is no longer actively developed. See the deprecation notice.

Goal

By the end the contactmoment is logged with the channel (phone / email / counter / letter), the klant, the linked zaak, a free-text note, and shows up under both the klant's history and the zaak's Contactmomenten tab.

Prerequisites

• A klant record for the citizen. If they are new, create one from Klanten first.
• A zaak the contact relates to. Citizen-led queries can also create the zaak as part of the same interaction.

Steps

1. Open Contactmomenten from the navigation. The list view is sorted newest-first by default — convenient for "what just happened on this case".

   

2. Click Add Item. The dialog asks for Klant, Zaak, Kanaal (phone / email / counter / letter), Onderwerp, Toelichting, and Medewerker (defaults to you).

   

3. Save. The contactmoment appears at the top of the list and counts on the dashboard Contactmomenten widget.

   

4. Open Berichten for written interactions you want to preserve verbatim (replies on a notice, scanned letters, email transcripts). Berichten are the body of the message; contactmomenten are the metadata pointer.

   

5. Open the klant's detail page from Klanten. The Contactmomenten tab shows every interaction across every case — useful when a returning citizen calls and you need their history.

   

Verification

The new contactmoment appears at the top of the Contactmomenten list, on the linked zaak's Contactmomenten tab, and on the klant's Contactmomenten tab. The dashboard Contactmomenten widget total increments.

Common issues

Symptom	Fix
The Klant dropdown does not contain the caller	The klant record does not exist yet — create one from Klanten and come back. ZAA does not yet auto-suggest from phone-number lookups.
Kanaal is missing the channel you used	Channel list is configured per deployment — admin extends the kanaal enum on the contactmoment schema in OpenRegister.
The bericht body did not save	Berichten are a separate object — they need to be saved on the Berichten dialog, not in the contactmoment toelichting.

Reference

• Attach a document to a zaak — formal letters belong on the zaak as documents, not in contactmoment text.
• Features → Customer Interactions — the contactmoment feature page.