Keeping a log of communications with customers is a best practice for any business that values transparency, accountability, and customer satisfaction. It’s an investment in maintaining healthy customer relationships and ensuring the smooth operation of the company. The communications timeline provides a holistic view of all your interactions with contacts, allowing for easy access and filtering of records.
View Communications Tab
➡️ Navigate to the Customer or Work address > Click the Communications tab
Filtering Options
The action bar provides various ways to filter the timeline:
Search: Free-type field for searching by any text or information in the record.
Begin typing in the search field, and the records will filter dynamically.
Date range: Select a date range to view all records logged during that period.
Pre-defined ranges are available for quick access.
Type of record: Filter by action type, e.g., show only emails by deselecting other types.
Created by user: Filter records by the user who created them.
Select or deselect users to toggle the filter.
Filter by object: The object refers to where in the system the communication was created, eg. all job communications.
Mix and match filters to find the record you need in moments.
Print the currently displayed timeline or
Download it to a spreadsheet.
Add record
➡️ Click Add record
You can send a new email, SMS, log a call, schedule an activity, or add a new note to the customer or work address.
Favourite Communication Types
You can favorite commonly used communication types for quick access:
➡️ Click Add record> Click the star next to the communication type.
If the star is not visible, try reducing your browser zoom.
Send new email
Change sender email: If using SMTP and multiple emails are set up, you can change the sender email address for more personalised or department-specific contact requirements.
This email address will always default to the one at the top of the list in the Connect emails setting.
Minimise compose box: Keep the draft at the bottom of the screen while navigating around Commusoft.
Close compose box: Close the email widget when empty, and prompts to discard a draft if you have started typing your email.
Add recipients: Select from stored contacts or type out a new email address. Press the return key to confirm.
Use the CC field for additional recipients. BCC is unavailable in this interface but can be set up in settings.
When an email is successfully added, it will appear in the following format:
It is not possible to add BCC to emails in the widget, BCC emails can be set up in settings.
Use template: Apply a pre-made email template and amend it as needed.
An email template may include tags that are used in another workflow, review the template applied before it is sent.
Attach customer files: You can attach any file to the email that has been attached to ‘Files’ on the customer.
Schedule new activity: Automatically open the schedule activity box to assign a follow-up later.
Expand compose box: Adjust the size of the email draft window for better visibility.
Send new SMS
Add Recipient: Choose a stored mobile number. Landline numbers are not displayed.
Compose SMS: Type a quick message for the contact.
Close Compose Box: Prompts to discard the draft if needed.
Select a Template: Use a predefined SMS template and amend it as needed.
Schedule new activity: Automatically open the schedule activity box to assign a follow-up later.
If you do not have SMS options, contact [email protected] to explore SMS bundles.
Log new call
To: Select the number called or received.
Call type: Select whether the call was inbound or outbound.
Compose call details: Add any relevant notes about the call.
Schedule mew activity: Automatically open the schedule activity box to assign a follow-up later.
Schedule Activity
Check out the Scheduled Activities Guide for more details.
Add New Note
Add title & body: Provide a title and content for your note.
Share on mobile: Make the note visible on the Engineer/Technicans mobile app.
Mark as important: Pin important notes to the top of the property dashboard (e.g., a note about the customer being elderly).
Do not work with again: Disable the customer by flagging the note as important, preventing new jobs or estimates.
Edit or Unpin Note: Notes can be edited at any time. Remove the 'important' tag to unpin the note from the dashboard.
All important notes are pinned to the top of the dashboard.
Click a pinned important note to view it in the timeline.