Tracking Contact Interactions and Activities

Tracking Contact Interactions and Activities

How to manage and review interactions with a contact?

Timeline

The timeline provides a comprehensive view of all interactions and updates related to a contact, helping you track the history and evolution of engagements.


The actions mapped to the timeline are as follows:

Fields

Definition

Contact created

Displays when the contact was added and the responsible owner.

Contact Name Change

Shows the previous and updated names of the contact, along with the owner who made the change.

Lifecycle Change

Indicates the new lifecycle stage of the contact.

Lifecycle Stage - Lost Reason

Provides the reason given for marking the contact as lost and the owner who set it.

Lifecycle Stage - Lost Reason Update

Shows the updated reason for the contact being marked as lost and the owner who made the update.

Deal Associated

Displays the name of the associated deal and the owner who linked it.

Deal Title Change

Lists the old and new deal titles and the owner who updated it.

Form Submission

Provides the name of the submitted form.

Merge

Indicates that the contact was merged with another contact to prevent duplicates.

Inbound Mail

Details of emails received from the contact, including date, time, and content summaries.

Outbound Mail

Information about emails sent to the contact, including date, time, and content summaries.

Call Failed

Records of calls that failed to connect are indicated in red, including the date and time of the attempt.

Voice Note

Details of voice messages left by the contact, including dates and content summaries.

Call Record

Audio recordings of phone calls with the contact, including date, time, and call duration.

Call Logged

Information about phone calls made or received, including dates and summaries of the conversation.

Email Logged

Records of emails sent or received, including dates and content summaries

Deal value updated

The sales owner updated the deal value.

Expected Closing Date Assigned

The owner assigned the expected closing date to the specified date.

Expected Closing Date Changed

The owner changed the expected close date

Form Submission

The contact submitted the form on the specified page.

File Uploaded

A file relevant to the contact was uploaded by the owner.

Note Added

A note regarding the contact was added with additional information.

Note Edited

An existing note about the contact was updated with revised details.

Meeting Scheduled

A meeting was scheduled by the owner 

Activity Title Changed

The owner changed the title of an activity.

Activity Note Added & Edited

The owner added or updated a note with details or updates about the activity.



Filter Timeline

The Timeline can be filtered to display specific types of interactions, such as Calls, Emails, Notes, Activities, Files, and Updates, allowing you to focus on the most relevant information for your needs.



Conversation

This section maintains a comprehensive record of all communications, including detailed email and call information. It tracks each email sent and received, as well as call logs, providing a clear history of interactions. This detailed overview helps you recall past exchanges, and increase engagement by offering insights into the contact’s communication history.


Here are the mappings for the conversations:

Fields

Definition

Inbound Mail

Details of emails received from the contact, including date, time, and content summaries.

Outbound Mail

Information about emails sent to the contact, including date, time, and content summaries.

Draft Emails

Emails that are saved as drafts, indicated with Draft in brackets, showing the subject and body.

Scheduled Emails

Emails scheduled to be sent at a future time, display the user’s name, scheduled sending time, subject, and body.

Reply Mail

Responses within email threads, marked with Re and including replies and forwards to or from the contact.

Call & Recordings

Phone call details and recordings, including the call’s date, time, duration, and recording playback (if available).

Call Logged

Details of phone calls made to or received from the contact, including the date, time, and any associated agenda.


When the Link to Contact is enabled while sending an email, the conversation appears in the Timeline and Conversation sections, and the contact’s name is shown in the email folder.

If Link to Contact is disabled, the conversation will not appear in the Timeline or Conversation sections, and only the email address will be visible in the email folder, without the contact’s name.

NotesNote: If the configuration, link to contact is disabled during an ongoing conversation, previously displayed conversations will stay in the timeline, but new ones will not be added.


Activity

The activity section ensures that sales actions, including scheduling and conducting demos, following up with leads, and managing client meetings, are organized and tracked efficiently. It provides a comprehensive overview of both ongoing and completed activities, allowing for effective management of workload and follow-ups.


In the activity timeline section, you'll find a detailed record of each activity, including the scheduled date and time, the type of activity, the assigned owner, and additional notes or comments that may be included to provide further context.

It also displays the associated company and deals, with an ellipsis icon available for easy editing or deletion of the activity directly from the timeline.

By keeping detailed records as follows:

Fields

Definition

Activities to do

Tasks or actions scheduled but not yet completed

Completed activities

Tasks or actions that have been finished and recorded


Filter Activities

The activity list can be filtered to show only specific types of actions, such as Calls, Emails, Meetings, Tasks, Lunches, and Quotes, allowing you to concentrate on the activities that are most relevant to your current objectives.





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