Logging interactions allows your team to easily record a contact’s journey within a project. Don’t rely on memory: track phone calls, emails, visits and meetings – and what was discussed at each – so you know exactly where the conversation left off.
Not only is keeping a detailed log of contact interactions indispensable in creating the best possible experience for your contacts, it is an important part of good record keeping practices.
Logging an Interaction
While it is possible to log an interaction by clicking the + New Interaction button on the Interactions List (Menu → Contacts → Interactions), it may be more efficient to log an interaction from a contact’s profile page since their entire interaction history and notes are available for reference. To log an interaction from a contact’s profile page, scroll to the Interactions section and click the Interaction button.
If you are logging an interaction from a contact’s profile page, there are three shortcuts at the top of the interaction modal: email, call and schedule event. Click Email to open the compose window (if you have an email address synced to your account) or the email modal (if you have no synced emails), Call to phone the contact’s primary phone number (only applicable if you are using a smartphone or a computer with a linked phone or VOIP account), or Schedule an Event to schedule an event.
If you choose not to us an interaction shortcut or are logging the interaction from the Interactions page, there are a number of fields to complete:
| Field Name | Description |
| Team Member |
This section autofills with your name, but if you are logging the interaction on behalf of a team member, select their name from the dropdown list.
|
| Contact |
If you are logging the interaction from a contact’s profile, this section will autofill. If you are logging the interaction from the Interactions page begin typing the contact’s name or email address and select the correct contact from the dropdown list.
|
| Type |
Select the interaction type (e.g. email, phone call, sales centre visit, meeting etc.) from the dropdown list.
|
| Date |
This autofills with the current date. If you are logging an interaction that occurred in the past, choose the correct date from the calendar or type the date in yyyy-mm-dd format.
|
| Time |
This autofills with the current time to the nearest quarter-hour. If you are logging an interaction that occurred in the past, you can edit the time.
|
| Note | Type any notes about the interaction that could be helpful to you or your team in the future. For example, if you are logging a phone call about outstanding paperwork, you could note the topic of the call and whether you spoke to the contact or left a voicemail. |
The interaction modal also gives team members the opportunity to update the contact’s Q&A or rating and schedule follow up events. When all fields are completed and any required updates have been made, click Log Interaction.
Note: If an interaction is scheduled on the calendar (for example, a follow-up scheduled event), you can log the interaction directly from the scheduled interaction while simultaneously completing the event. See Calendar Event Management for more information.
Interaction Reporting & Exporting
Interactions are displayed on the project dashboard and are reflected in the Interactions Today and Sales Centre Traffic widget totals. A more detailed breakdown of interactions by type and team member in a given period can also be found in the Reports section.
If your role’s permissions allow, a list of interactions can also be exported from the Interactions List page (Menu → Contacts → Interactions) by clicking the Export button and selecting the columns to export. This will export a list of all interactions within the project.
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