Video tutorial · 3:32
Video: Track contact history and follow-ups
Record a conversation, set the next action and review it in Reminders. Complete the task while preserving the contact’s history.
Chapters
Video transcript
Transcript
00:00 · Record the conversation and next step
Let’s record a call with Emma Carter about project PRJ-1042. We’ll save what was discussed, the documents to send and a date to review the task. Then we’ll complete the action and keep its outcome in the history, ready for the next conversation.
00:19 · Open the contact’s interactions
Open Contacts in the main menu. Find Emma, select her row and choose Interactions, the notebooks icon. The table shows her interaction history. On a mobile, use the Contacts menu to find the action. Check that you’re working with the right person before adding the new record.
00:41 · Add a recognisable interaction
Choose New interaction, the notebook with a plus sign. Check Date and Time, then select Phone Call under Type. Enter PRJ-1042 call as the Subject. In Description, explain that Emma wants the summary to review the scope before the meeting. Use Client Notes for details you need to keep.
01:05 · Save the outcome and next action
For Stage, choose Needs Identification; for Outcome, choose Interested. Under Pending Action, select Send Additional Documentation. Set Reminder to the fifth of November at nine o’clock and save. The record now contains both the conversation and the task to review later, with a specific date to help you find it.
01:29 · Check the saved context
Back in Interactions, use Search to find the subject. Review Date and Time, Type, Outcome, Pending Action and Reminder. You can sort by a heading and choose the visible fields with Show columns. Open the record to read the full description before continuing with the next task.
01:51 · Review tasks in Reminders
Open Reminders from the main menu. Find Emma and check the date and the action to send documentation. This table brings together reminders from interactions. Use search and sorting to prepare your review. Once you’ve identified the contact that needs attention, return to their Interactions to read the full context.
02:14 · Clear the completed reminder
Once you’ve sent the summary, return to Emma’s Interactions. Select the call and choose Edit interaction. Add a note saying the action is complete, clear the Reminder date and save. The conversation stays in the history and that reminder disappears from the list. Return to Reminders to check the result.
02:37 · Record the new outcome
Create another interaction for the email you sent. Choose Documentation Sending, enter PRJ-1042 documentation sent as the subject, and summarise the file and the reply you expect. Save the record. If you agree another dated action, set it up in this interaction and review it when it’s due.
03:01 · Pick up each conversation with context
You can now record a conversation, review its next step and clear the reminder when the task is complete. Resources has the guide to the fields, routes and icons. Practise with a simple call and revisit the history before your next conversation. You’ll find the original discussion and the outcome you added afterwards.