8.4. Log Phone Calls, Emails, and Meetings as Contact Interactions

From a contact's detail page, use the Interactions card to open the Add New Interaction dialog. Record the type and content of your communication with this individual accurately — the same fields used for client interactions apply here.

Figure 1: The Add New Interaction dialog. Pick the interaction type, describe what happened, and set the time so the contact's history stays accurate.

Contact interactions create a communication trail around a specific person, not just the client account. This matters when an MSP has several stakeholders at one client, such as a finance contact for invoices, an office manager for scheduling, and an IT lead for technical decisions.

Use this workflow after a meaningful phone call, email exchange, on-site conversation, or meeting with an individual contact.

For the phone's return-from-call prompt and interaction review, see 22.6. Call, Email, and Log Interactions from the Phone.

1. Navigate to Contacts from the sidebar.
2. Click the contact's name to open their detail page.
3. Find the Interactions card and use its quick-log action (or the + in the card header) to open the Add New Interaction dialog.
4. Select the Interaction Type, such as "Call," "Email," or "Meeting."
5. Enter a concise Title that describes the purpose of the interaction, such as "Reviewed Microsoft 365 Management renewal" or "Confirmed after-hours access."
6. Add detailed Notes with the key points, decisions, follow-up items, and any promised dates. Keep the note useful to the next person who reads it.
7. Set the interaction's status, the Start Time and End Time, and the Duration in hours and minutes.
8. If the interaction should reserve calendar time, use Add to schedule as described below.
9. Click Save Interaction.

After saving, the interaction should appear in the contact's chronological interaction history. Anyone opening the contact later can see what happened, who was involved, and what follow-up may be needed.

Operational tip: log interactions against the individual contact when the person's role matters, and against the client when the update applies broadly to the whole account. The client-level workflow is covered in 2.5. Log Client Notes with Markdown and Track Interactions by Type.

Add an interaction to a calendar

Any interaction type with a Start Time can be added to the AlgaPSA calendar while you log it. This is useful for a promised callback or an account review: GreenLeaf Dental Group's office manager can have a follow-up recorded against their contact while the responsible technician also gets a calendar booking.

You need permission to create the interaction. Booking a colleague's calendar also requires the schedule-update permission, user_schedule:update; without it, the calendar option books your own schedule.

1. Open Add New Interaction from the contact or client and fill in the type, title, notes, and status.
2. Set Start Time and review the end time or duration.
3. Turn on Add to schedule. Check this choice explicitly when logging past activity or planning future work.
4. If you have schedule-update permission, use Schedule for to select the colleague or colleagues who should receive the booking.
5. Click Save Interaction.

The interaction appears in the communication history, and a linked entry appears on each selected user's AlgaPSA calendar. Check the calendars to confirm the time and assignees. Leave Add to schedule off when you only need a historical record.

Changes to the interaction's title, start time, end time, or duration update its linked schedule entries. Deleting the interaction removes those entries, keeping the calendar aligned with the communication record. When editing an existing interaction, its saved Interaction Type and Status are populated so you can review them before saving.

New interactions use the default status configured by an administrator when no explicit status is chosen. To choose that default, see 10.7. Define Interaction Types: Phone Calls, Emails, Meetings, and Custom Types.