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Account activity: feed, calls, and notes

Follow everything that has happened with an account — its emails, SMS messages, and calls in one merged feed — log new calls and notes, and keep contact details current.

The account page is assembled from a view: a layout your firm defines, chosen with the view selector at the top of the page. Which of the panels below appear, and where they sit, depends on the selected view — the panels themselves always behave as described here.

Prerequisites

  • You can open the account.
  • The activity feed and the call log require the communication capability. A panel your permissions do not cover shows You do not have access to this data in place of its rows; the rest of the page still loads.
  • While you are viewing as the client (impersonation), the write actions here — sending email, logging calls, adding notes — are disabled, with a tooltip explaining why.

The activity feed

The activity panel merges the account's emails, SMS messages, and calls into one chronological list. Each entry shows its channel, a short summary — the subject for an email, the message text for an SMS, the notes for a call — a status (Pending, Sent, or Failed for messages; Inbound or Outbound for calls), and when it happened.

Like every panel on the account page, the feed has per-column filters, and a view can add one-click filter chips above it.

Calls

The calls panel lists the account's call log: when each call happened, its direction (inbound or outbound), its duration, notes, and the agent who logged it.

Note

Recordings are supplied by your telephony service. A call has no recording if that service did not produce one, or did not make it available.

Log a call

  1. Open More actions on the account page and choose Log call. (A view can also pin this action as a button on the page.)
  2. Choose the Direction — outbound or inbound.
  3. Enter the Duration in seconds and add Notes.
  4. Click Save. The entry is stamped with you as the agent and the current time.

Notes

The notes panel lists the account's notes, each with its title, text, author, and when it was written.

To add a note, choose New note from More actions, enter a required Title and an optional Description, and save.

Send an email

Send email, also under More actions, sends the account a message built from your brand's message templates and delivery channels. The steps are covered in account communications.

Edit contact details

The account's contact details — email and mobile number — are edited directly on the page wherever the view places them: click into the field, type the new value, and click Save at the top of the page. Only what you changed is saved; every other field keeps its stored value.

Where your firm's data-protection rules mask a field, the page shows a Hidden marker instead of the value.