Interaction History
One timeline whatever the channel — calls, emails, meetings, events, payments and portal sign-ins.
Where to find it
- Module: CRM
- Group: Customers
- Section: Relationships
- Screen: Interaction History
Address in the console: /crm/interactions
List · 10 columns · 12 fields on its form · 2 of them required · 1 action
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| When | Date and time | occurred_at |
| With | Status | subject_type |
| Party | Code | subject_label |
| Type | Status | interaction_type |
| Direction | Status | direction |
| Heading | Text | subject |
| Outcome | Text | outcome |
| Sentiment | Status | sentiment |
| Campaign | Text | campaign_name |
| By | Text | performed_by_name |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Subject type required | Choice | prospect, contact, account, student, applicant, alumni | |
| Prospect | Choice | Looked up from existing records | |
| Type | Choice | Configuration list | |
| Direction | Choice | inbound, outbound, internal | |
| Channel | Text | ||
| Heading required | Text | ||
| Detail | Long text | ||
| When | Date and time | ||
| Duration (minutes) | Number | ||
| Outcome | Text | ||
| Sentiment | Choice | positive, neutral, negative | |
| Campaign | Choice | Looked up from existing records |
What you can do here
Log a touch primary
Record an interaction
Asks for: Subject type* Prospect* Type Direction Channel Heading* Detail Outcome Sentiment
* required
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.