10.5. Define Interaction Types: Phone Calls, Emails, Meetings, and Custom Types

Interaction types standardize how your team records client activity. When phone calls, email correspondence, meetings, and documents are categorized consistently, account managers and service leaders can understand the client relationship without reading every note from scratch.

Navigate to Settings > General in the sidebar to open Admin Settings, then select Interactions (under Work Management) and open the Interaction Types tab. This section allows you to define and manage different types of interactions within the system.

Figure 1: The Interaction Types tab after importing the standard set. Each type has an icon and a display order, and the Actions menu lets you edit or remove a type.

1. Open Settings > General, click Interactions in the Admin Settings sidebar, then the Interaction Types tab.
2. Review the existing list before adding more. Avoid creating duplicate labels such as "Call" and "Client Phone Call" unless your MSP has a clear reporting reason.
3. + Add Interaction Type: Create new interaction types. You can set their display order and choose associated icons to represent them visually.
4. Put common types earlier in the display order so staff can choose them quickly when logging client activity.
5. Import from Standard Interaction Types: Import a set of predefined types — Online Meeting, Call, Email, General, Meeting, and Note — to quickly set up your system.

After interaction types are configured, users can select them when they add client interactions. On a client record, users go to the Interactions tab, click + Add Interaction, select the Interaction Type, enter a Title, add Notes, set Start Time and End Time, and click Save Interaction. See Log Client Notes with Markdown and Track Interactions by Type for the client-side workflow.

Use interaction types to support real operating habits. For example, an account manager might log a quarterly business review with Cascade Manufacturing as a "Meeting," while a dispatcher might record a follow-up as "Phone Call."

Operational tip: keep the list short enough that technicians can choose accurately under time pressure. A small set of clear types usually produces better reporting than a long list of rarely used categories.