Use a contact's record and timeline

Each contact has a record: their details on the left, and on the right a note box and a timeline of everything that has happened with them, newest first.

Before you start

• Open the record. Press the person's name in Contacts, press their card on Contacts › Pipeline, or press Open full record beside a conversation.

Steps

1. Read the header. It shows the name, email address and phone number. Pressing the email or phone opens your own device's email or phone app.
2. Change the stage. Press the coloured stage button at the top right (for example New leads) and pick another stage. The pipeline updates straight away.
3. Edit a detail. Under Details, click First name, Last name, Email or Phone (it says Add when empty), type, and press Enter. Press Escape to cancel.
4. Set the company. Beside Company, press Add (or Change) and pick a company from the list.
5. Read the rest of Details. Lead score appears once the person has been scored. Source is where they came from, such as funnel, manual, booking or csv_import. Added is the date they arrived.
6. Add a note. Type in Write a note… and press Save note (or Enter; Shift+Enter starts a new line).
7. Make it a task instead. Before saving, press + Due date and pick Today, Tomorrow, Next week or a date, and optionally + Assign to pick Me or a team member. The button changes to Save task.
8. Read the timeline. Entries are grouped under Today, Yesterday and dates. You will see form submissions, orders, tag changes, notes, tasks, bookings, calls and the messages you have exchanged.
9. Tick off a task with the box beside it. Clear due date turns a task back into a plain note.

What happens next

Changes save as you make them. A stage change can start workflows that listen for They move to a pipeline stage. Tags and custom fields on the record are covered in their own articles.

Bookings are filed in the timeline at the moment they were booked. The entry's title is Booked: followed by the appointment's day and time, then the calendar and its time zone, and the service and operator when there are any. A cancelled one reads Cancelled: instead.

Troubleshooting

The Email button opened my own email program. That is what it does. To send from the app, so the message is recorded in the timeline and replies come back to you, use Conversations.

A booking I took today appears under Today, not on the appointment date. The timeline shows when things happened, and the booking happened today. The appointment's date is in the entry's title.

"This contact couldn't be found." The record belongs to a different account from the one you are in, or it was deleted. Switch to the right account, or press Back to contacts.

"Field name may only contain letters, numbers, spaces, underscores and hyphens (max 60 chars)." Rename the custom field without other characters, for example Wedding date rather than Wedding date?.

There is no Call back with the agent button. It appears only when your voice agent is live and the contact has a phone number. After a call it is held for a minute so the same person is not rung twice.

The record has a grey line "Personal data erased on…". The person's personal data was erased. The record stays for your reports but can no longer be edited or messaged.

Related

• Keep notes and tasks on a contact
• Tag contacts
• Store extra details with custom fields
• Archive, delete or erase a contact
• Read your conversations inbox