Client’s contact history

Within a client’s profile, you can view the history of all the interactions the client has had with your business. Additionally, you can manually add entries to the contact history log to record online or offline interactions, such as conversations that happened in person or over the phone.

NoteYou can also view the contact history for all your clients with your marketing reports.

NoteIf an email has a status of both Opened and Bounced, it is because WellnessLiving receives email status updates from Amazon Simple Notification Service (SNS). If the system receives a status of Bounced, this is recorded. Later, if a status of Opened is received, this is also recorded.

In this article:

    To view a client’s contact history:

    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Contact History.

    To add a contact log entry:

    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Contact History.
    4. Click ADD CONTACT LOG.
    5. Create a new contact log:
      1. Under DATE/TIME, specify the date and time of the interaction with the client.
      2. Under CONTACT METHOD, select the applicable contact method from the list. Your choices are Email, In Person, Mail, Phone, Push, and SMS.
      3. Under CONTACT TYPE, select the applicable contact type from the list, or click the Add Contact Type button [icon] to create a new contact type.
      4. Under STAFF, select the applicable staff member who interacted with the client.
      5. Under DESCRIPTION, enter a description of the interaction, if necessary.
      6. To create a follow-up task for the interaction, select the Create Follow-up Task checkbox, and then enter the required information in the appropriate fields:
        1. Under DUE DATE, select the date and time by which this follow up task should be completed.
        2. Under ASSIGN TO, select the staff member who must follow up with the client.
        3. Under CLIENT, select the client you must follow up with.
        4. Under TASK TITLE, enter a title for the follow-up task.
        5. Under DESCRIPTION, enter a description of the interaction, if necessary.
      7. Click +ADD. The contact log entry is added to the client’s Contact Log History.
      8. If you have created a follow-up task, you can view the task in the assigned staff member’s task manager.

    Headings in the Contact History page

    HeadingDescription
    DateThe date the notification was sent, or the customer was contacted.
    UserThe staff member who sent the notification or contacted the customer.

    • If the notification was sent by the system, this column will indicate that the email was Automated.
    • If no staff member was selected when the contact log entry was created, this column will display No Staff.
    Contact MethodThe method used to contact the customer. This may be Email, In Person, Mail, Phone, Push, or SMS.
    TypeThe name of the notification sent to the customer.
    Contact TypeThe type of notification sent to the customer. The possible notification types are Client Notifications, Staff Notifications, Automated Marketing, Message Center, and Admin Business. If you are adding manual entries to a customer’s contact history, you can create contact types to accurately define the type of contact.
    StatusThe status of the notification. The possible email statuses are:

    • Sent – The message was delivered.
    • Opened – The message was delivered and opened.
    • Unopened – The message was delivered and not opened.
    • Bounced – The message failed to deliver. This could occur for many reasons, some of which include: the recipient’s inbox is full, the recipient’s address is invalid, or the receiving server is unavailable. Hover over the status to learn more. For more information about bounced emails, see FAQ: Why did an email bounce?
    • Awaiting Send – The message is in the process of delivery. This status will change after the message has been processed.
    • Failed – The message failed to send. Hover over the status to view the reason for failure if applicable.

    The possible SMS statuses are:

    • Unopened – The message was delivered and not opened.
    • Sent – The message was delivered.
    • Failed – The message failed to send. Hover over the status to view the reason for failure.

    The possible Push statuses are:

    • Sent – The message was delivered.
    • Failed – The message failed to send. Hover over the status to view the reason for failure.
    ChannelThe direction in which the contact between your business and the client occurred. The possible options include:

    • Inbound – The client contacted your business.
    • Outbound – Your business contacted the client.
    ActionClick the More button in this column to Show the message that was sent to the client or to Resend the notification. The Resend option is only available for email and SMS contact logs.
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