Keep the context on the contact card
Open Contacts and choose a person. Basic details help you find the right contact, while the history brings together what has happened and what needs following up.
Update customer status as the relationship changes. Write short notes that make your next conversation easier: what the customer needs, what you agreed and the next step.
Record what happens beyond email
- Add a note after a meeting or call.
- Manually record communication by phone or text message.
- Create a task with a time and an assignee when something needs following up.
- Use the history filters to find emails, form submissions and other activities.
Reply in the right conversation
A contact can have several parallel email threads. Open the correct thread before replying so recipients, subject and context are right. You can also reply to a form submission from the contact or submission view.
Email history only shows communication you can access. Shared contact details do not automatically grant access to a colleague’s private email.
Plan your next contact
Make the task specific, for example: Call on Thursday to follow up the quote. An assignee and a date make it easier to work together without two people following up the same thing.
Mark the task as complete when the work is done. Simply reading a form submission or notification does not close the enquiry.
Reviewed 26 September 2026