Logging Customer Interactions

Use the Customer Interactions form to record and track all communication between you and your customers, including date, time, and contact information. You also can use this form to reply directly to incoming messages from the Customer Portal.

To send emails from this form, the email address of the user must be set correctly on the Users form.

If the customer is on credit hold, a problem indicator is displayed at the top of the form. If the customer is not on credit hold, a check mark is displayed.

Note: To delete a customer interaction record, highlight the record in the browser and select Actions > Delete. You can delete a record regardless of the status.

To log a new customer interaction:

On the Customer Interactions form, select Actions > New.
Select a topic for the interaction and enter or select the customer number.
The Interaction Date field contains the system date and time by default, but you can change it as necessary.
In the Follow-Up Date field, specify the date by which to follow up with the contact person.
On the Conversations tab, do the following:
- If this interaction is for internal use only, select Internal. The note will not be communicated to the customer.
- If you are logging information received from the customer by phone or other means, and you want the customer to get an email notification that this information has been recorded, select Incoming.
- Enter your name in the Entry Name field or accept the default of the current user. The name entered is used as a sort option on reports.
- Enter relevant information in the notes box.
On the General tab, you can review default information about the selected customer and change the contact name and phone number as necessary for the current interaction record. You also can enter sales contact, salesperson, and reference information as appropriate for this record.
Save the form. If you set up a Customer Portal and have not specified Internal for this record, it is published to the Customer Portal for the customer to review. The customer may also receive an email notification with the information.