Log calls and messages and read communication history

What this is for

Use communication logging to record what happened with a contact, how it went, and what needs to happen next. The Communications tab combines logged interactions and past meetings in History. Meetings that have not ended or been checked in appear separately under Meetings.

Important: Call, Send email, and Message open your device's calling app, email app, or WhatsApp. They do not log a conversation or prove that a call connected or a message was sent. Return to the contact to record the outcome.

Before you start

• Open Contacts and select the contact to open their details.
• You need write access to Communications. A read-only, private, or frozen contact can prevent logging or editing.
• First-contact logging also updates the contact's progress, so it requires permission to edit the deal. Adding or completing tasks requires task write access too.
• Decide whether you actually reached the person. An unanswered attempt is not first contact.

Record first contact

1. Open the contact's Communications tab and click Log a call or message. If no first contact has been recorded, the First contact made dialog opens. You can also use First contact made in the contact header while that button is available.
2. Under How did you talk?, select Call, WhatsApp, Email, SMS, In person, or Other. This describes the interaction; it does not send anything through that channel.
3. Under How did it go?, choose 1–5 stars. A first-contact rating is required; without it, saving shows Missing: Rating.
4. Enter an optional Summary, up to 2,000 characters. Record useful context rather than treating this as a message composer.
5. Under What comes next?, optionally fill Tasks and Due. Each task needs both text and a date/time. Use Add task for more rows or Delete to remove an extra row. Leave both fields blank to create no task. A first-contact save accepts at most 10 tasks, each up to 200 characters.
6. If the contact's details need correcting and you have card edit access, click Update details. The quick editor lets you change their name, phone, email and, when permitted, tags. Save those changes to return to logging.
7. Click Save. The dialog closes and the interaction appears in History, marked First contact made, with its channel, author, time, rating and any summary. First contact is recorded. If the contact is still in the first configured stage, this flow moves it to the second configured stage; it does not move a contact that is already further along back to that stage.

Log a later conversation

1. Open Communications and click Log a call or message. After first contact exists, the title is Log communication with {name}, using the contact's name.
2. Choose the channel, optionally rate the conversation, and fill Summary if useful. A later interaction can be saved without a rating.
3. If open tasks are listed under Complete open tasks, select only the tasks this conversation actually completed. First-contact task-planning rows are not shown in this later-conversation flow.
4. Click Save. The interaction is added to History, and selected open tasks are completed.

Record a call that was not answered

The unanswered-call choice is a separate shortcut, not a checkbox inside the ordinary logging dialog.

1. In the contacts table or board, click the contact's Upcoming task area. For a contact in the first configured stage, the dialog asks Did the lead answer?.
2. Choose No answer to save an unanswered call immediately. The dialog closes; the attempt is recorded in history and the unanswered-attempt indicator updates. There is no rating, first-contact outcome, new task or task completion attached to this attempt.
3. If the person did answer, choose Answered instead. This opens the logging form, including First contact made when first contact has not yet been recorded. Complete and save that form.

An unanswered call does not set first contact, advance the stage, change the average rating, or update Last contact. A first-stage contact can therefore remain Awaiting first reply after repeated attempts. The attempt count remains recorded after a later successful conversation.

If the contact is no longer in the first configured stage, this shortcut opens logging directly rather than showing Did the lead answer?. Opening Log a call or message from the contact drawer also goes directly to logging. Do not rate an unanswered attempt as though it were an answered conversation.

Read and correct history

• History is ordered newest first and mixes communication entries with past or checked-in meetings. Upcoming meetings are ordered by their start time under Meetings.
• Each communication shows its channel, author and time. First contact has a First contact made marker; unanswered calls have No answer.
• For answered interactions, the author or a workspace owner/admin with communication write access can click the stars to change the rating.
• Open the entry's Actions menu and choose its Summary item to edit the summary, then Save or Cancel.
• For a rated, non-first interaction, Clear rating removes the rating. Delete is available for editable non-first entries. The first-contact entry cannot be deleted or have its required rating cleared from this menu.
• Unanswered entries do not offer these answered-conversation editing controls.

If something goes wrong

What you see	Why it happens	What to do
No communication has been logged yet	No visible CRM history exists; using external contact buttons does not create it	Log the actual conversation with Log a call or message
Missing: Rating	First contact needs a rating	Choose 1–5 stars and save again
Missing: Tasks/Due	A first-contact task is incomplete or its date/time is invalid	Fill both fields correctly or clear both
Logging is unavailable or saving is refused	Communication, deal or task permissions may be insufficient, or the contact is frozen	Ask the contact owner to review the relevant access; do not substitute a fake outcome
No No answer option in the drawer	Unanswered logging belongs to the first-stage Upcoming task shortcut	Use that shortcut when applicable; the ordinary dialog has no unanswered switch
No edit or delete menu	The entry is unanswered, is protected first contact, or you lack editing rights	Keep the original record; ask the author or authorized owner/admin about eligible corrections

Related pages

• Contacts and CRM overview
• Add a contact
• Move contacts through stages
• Schedule and document meetings