Client 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.

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 manually:

    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 the ADD CONTACT LOG button.
    5. On the Add a Contact Log Entry page, specify the DATE/TIME of the interaction with the client.
    6. In the CONTACT METHOD list, select the contact method. Your choices are: Email, In Person, Mail, Phone, Push, and SMS.
    7. In the CONTACT TYPE list, select a contact type, or click the Add Contact Type button to create a new contact type.
    8. In the STAFF list, select the staff member who interacted with the client.
    9. In the DESCRIPTION box, enter a description of the interaction; this can be as simple or detailed as you need.
    10. To create a follow-up task for the interaction, select the Create Follow-up Task checkbox, and then configure the required information. The task will appear in the assigned staff member’s task manager.
    11. Click ADD. The contact log entry is added to the client’s Contact Log History.

    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 notification was sent by the system, this column will indicate that the email was Automated.
    Contact MethodThe method used to contact the customer. This may be Email, In Person, Mail, Phone, Push, or SMS.
    Item TypeThe name of the notification sent to the customer.
    Contact TypeThe type of notification sent to the customer. 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. 
    • 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. 
    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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