Navigation
8.5. Review Every Client Interaction in One Place
Use the Interactions page to search and filter every logged call, email, and meeting across all clients, log new interactions, and turn them into tickets or time entries.
Client and contact records show the interactions logged against one account or one person. The Interactions page in the sidebar shows them all together: every call, email, meeting, and custom interaction type your team has logged, across every client you have access to, newest first.
This is the view a service manager uses to answer questions that cut across accounts. Who has talked to GreenLeaf Dental Group this week? Which follow-up calls are still open? What did the team log yesterday that should have become a ticket or a time entry? Answering those from individual client records means opening each one in turn; the Interactions page answers them with a filter.
Open the Interactions page
Click Interactions in the sidebar, below Contacts. You need permission to read interactions to see the list.
The page opens on the Interactions tab. Each row shows:
| Column | What it shows |
|---|---|
| Title | The interaction title, with the interaction type and its icon underneath. Click the title to open the interaction. |
| Status | The interaction status as a colored pill. Statuses marked as closed show in green. |
| Client | The client the interaction belongs to. Click it to open the client. |
| Contact | The contact the interaction was with. Click it to open the contact. |
| User | The team member who owns the interaction. Click it to open their user details. |
| Date | The interaction date and time. |
The list is paginated and sorted by interaction date, most recent first. Use the page-size control at the bottom of the table to show more rows per page.
Search and filter interactions
Type in Search interactions to match text in the interaction title or notes, the contact's name, the client's name, or the owner's username. The list updates as you type.
Click Filters to narrow the list further. The button shows how many filters are active.
| Filter | Use it to |
|---|---|
| Interaction Type | Show only one type, such as phone calls or online meetings. |
| User | Show interactions owned by one team member. |
| Client | Show interactions for one client. Picking a client also limits the Contact filter to that client's contacts. |
| Contact | Show interactions with one contact. Use Add new contact in this picker to create a contact without leaving the page. |
| Status | Show interactions in one status, for example every follow-up that is still open. |
| Start Time / End Time | Limit the list to interactions dated within a window. |
Filters combine, so "Status: open, User: Jordan, Start Time: Monday" lists everything Jordan still has open from this week. Click Reset to clear every filter and the search at once.
Log a new interaction from the list
Click Add Interaction to open the Add New Interaction dialog. Because this page is not tied to one client, pick the Client and then the Contact in the dialog. The other fields, including Add to schedule for booking calendar time, work the same way as on a contact record; see 8.4. Log Phone Calls, Emails, and Meetings as Contact Interactions.
The new interaction appears in the list as soon as it is saved.
Work with an interaction
Click a row or its title to open the interaction in a side drawer. The drawer shows the title, notes, status, start and end time, duration, owner, contact, and client. From there you can:
- Add Ticket to open a new ticket with the interaction's client and contact filled in, when the conversation turned into work.
- Add Time Entry to record billable or internal time for the conversation.
- Edit to correct the details or change the status, for example closing a follow-up once it is done.
- Delete to remove the interaction permanently. Any calendar entries created with Add to schedule are removed with it.
Online meetings created through Microsoft Teams show the join link, and call interactions captured from a phone integration show their recording and transcript where available. See Online Meeting interactions in the Microsoft Teams guide.
Review captured calls
In Enterprise Edition the page also has a Calls tab. Once a phone integration such as Microsoft Teams Phone or 3CX is connected, it lists:
- Recent calls captured after each call ends, with Open ticket, Create ticket, or Link to ticket actions.
- Calls needing attribution: numbers that did not match a contact, or matched more than one. Use Assign to to file each call against the right contact or client.
Operating practice
- Review open follow-ups daily. Filter by an open status and sort through what is still waiting. A promised callback that never happened is easy to spot here and hard to spot on fifty client records.
- Check one technician's day. Filter by User and a date window to see what a technician logged, and whether calls that needed a ticket or a time entry got one.
- Prepare for an account review. Filter by Client before a quarterly business review to see every conversation your team has had with that client.
- Keep the status list short. Filters are only as useful as the statuses behind them. Define a small set under Settings > General > Interactions, as described in 10.7. Define Interaction Types: Phone Calls, Emails, Meetings, and Custom Types.