You may want to log important communication events with the customer, such as emails, texts, calls, and in-person visits. On Cloud, you can log such events as history entries using the "Communication History" functionality.
The Communication History functionality works as follows:
You create specific "History Types" that represent communication types: Email, Text, Phone, or In-Person.
You can then add "History Entries" for an account by selecting the History Type and specifying the date, time, salesperson, and specific details about the communication.
Add history types
Cloud provides some communication history types by default. You can add more if needed.
You will need the "Manage settings" permission in the "Account" permissions group or be a member of a group to create history types.
To add a history type:
1/ Go to "Settings > CRM > History Types" in the left navigation menu.
You will see the default history types.
2/ Click "Add history type" in the top-right corner.
3/ In the modal, do the following:
a/ Add a name for the history type.
b/ Select a class from the Class dropdown. Class defines the communication type: Email, Text, Phone, or In-Person.
c/ Enter a summary explaining the type of communication this history type represents.
4/ Click "Save."
This history type will now be available for all accounts.
Add history entry
After you share the proposal and have important communication with the customer, you can add history entries to the relevant account to log the communication.
You will need the "Create and manage accounts" permission in the CRM permission group or be a member of a group to add, edit, and delete history types.
To add a history entry to an account:
1/ Go to the Account Details view.
2/ While on the "History" tab, click "Add history entry" in the top-right corner.
3/ In the modal, do the following:
a/ Set the date and time when the communication happened. By default, Cloud will display the current date and time.
b/ Select the history type from the "Type" dropdown.
c/ Select the Salesperson.
d/ In the Notes field, add the details of the communication.
4/ Click "Create."
You will see the history entry in the table.
You can edit or delete the entries if needed.