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Track communications on an account

See the messages an account has been sent, log the calls your team makes and takes, and keep notes — all from the account page.

The account page is assembled from a view your firm defines, so where each panel sits depends on the selected view. The account's emails, SMS messages, and calls appear together in the merged activity feed; the communication actions live under More actions at the top of the page, and a view can also pin them as buttons.

Prerequisites

  • You can open the account.
  • The activity feed and the call log require the communication capability.
  • While you are viewing as the client (impersonation), the actions here — sending email, logging calls, adding notes — are disabled, with a tooltip explaining why.

Emails and SMS messages

Messages sent to the account appear in the activity feed with their channel, subject or message text, delivery status (Pending, Sent, or Failed), and timestamp. The status updates as the platform delivers the message.

Send an email

  1. Open More actions and choose Send email. The dialog shows the recipient address (or notes that it is hidden when your firm's data-protection rules mask it).
  2. Pick the message template and the delivery channel to send through.
  3. Optionally select any of the account's monetary transactions to reference in the message.
  4. Click Send. The message appears in the activity feed with its delivery status.

Note

Sending requires the account to have an email address on file, and the brand to have a configured delivery channel. The wording of each message comes from the brand's message templates.

Calls

The calls panel is a log of the phone calls your team has with the account. Each entry records when the call happened, its direction (inbound or outbound), its duration, notes, and the agent who logged it.

Log a call

  1. Open More actions and choose Log call.
  2. Choose the Direction — outbound or inbound.
  3. Enter the duration in seconds and add any 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. Notes you capture here and notes captured during the phone-call flow share the same list, so they all appear together.