What it covers
Review messages in context, prepare drafts and reuse templates without losing the related customer record.
Communications
Communication timeline
Record customer-facing communication alongside CRM activity.
How it works
Keep messages beside the customer work
Review customer-facing communication in the context of the related CRM record. Prepare drafts and reuse templates while preserving the activity history teammates need to pick up the conversation.
In practice
Follow the timeline from a customer record rather than searching disconnected notes.
When to use it
Useful situations
- Understand recent customer correspondence before taking over a conversation.
- Keep a message or draft near the contact, lead or company it concerns.
- Use a shared template to prepare a consistent response for human review.
A working path
How the work moves
Open customer context
Go to the CRM record and review its communication timeline alongside other activity. Confirm each entry belongs to the right person or organisation before using it as conversation history.
Prepare the response
Start a draft or select an available template, then adapt it to the customer’s question and current context. Check the recipient and any linked record before saving or sending through an enabled workflow.
Leave the history usable
Review the communication’s state and related record after the action. Add a follow-up task when another person needs to respond later, and avoid creating duplicate outreach if a message is already pending.
Illustrative scenario
Customer handover
A teammate opens a contact timeline, sees a recent message about a delivery date, prepares a response using the current project status and assigns a task for the next check-in.
Before you start
What to check
- What appears depends on recorded or synced communication and the user’s access to the related customer record.
- A draft or template is not proof of delivery; sending and delivery state depend on the enabled provider workflow.
Does the timeline replace the mailbox?
No. It keeps supported communication context with customer work; a connected provider remains the sending service.
Can I reuse response text?
Available templates can help prepare consistent replies, which should still be reviewed for the specific customer.
Get started
See your customer work in one place.
Start with the core CRM for free, then add the tools your team needs.