Activities

Activities provide a unified audit trail of every interaction with your CRM contacts, leads, and accounts - calls, messages, notes, meetings, tasks, and system events - in a single chronological view. The goal is that anyone who opens a record can instantly see the full history of the relationship without hunting through call logs, message threads, and separate systems. Activities combine entries created by hand with events logged automatically by the platform.

Activity Grid

The activities grid shows all activities across the tenant with server-side paging for large datasets.

Filtering

The filter bar supports multiple criteria across two rows:

Filter	Description
Type	Activity type (call, email, sms, whatsapp, note, meeting, task, lead_conversion)
Agent	The user associated with the activity
Contact	Filter by contact name (substring match)
Source	Activity source: manual, interaction, external, or campaign
From / To	Date range using date selectors
Lead	Filter by lead name
Account	Filter by account name
Direction	Inbound or outbound
Summary	Search within the summary text

Grid Columns

Column	Description
Type	Activity type with icon
Contact	Associated contact name
Lead	Associated lead name
Account	Associated account name
Summary	Brief description of the activity
Direction	Inbound or outbound
Agent	The user who performed or is associated with the activity
Source	How the activity was created (manual, interaction, external, campaign)
First Message	Opening message text (for interaction-sourced activities)
Created	Timestamp of when the activity was logged

Activity Timeline

Contacts, accounts, and leads each show an Activity Timeline badge in their grid. The badge displays the count of related activities and interactions (e.g., “6 Activities”). Clicking the badge opens a timeline window showing activities specific to that entity.

The timeline merges two data sources:

• CRM activities from the crm_activities table
• Closed interactions from the contact center closed_interactions table

Both are combined and sorted chronologically.

Interaction Messages

From the interactions grid or timeline, you can view the full conversation history for any interaction. The messages viewer displays messages in a chat-bubble layout:

• Outbound messages appear on the right with a distinct background color
• Inbound messages appear on the left
• A search bar with next/previous navigation and match highlighting helps locate specific content
• Toolbar shows the queue, channel, and message count

Automatic Activity Logging

Activities are created automatically in the following scenarios:

• Lead Conversion — When a lead is converted to a contact, a lead_conversion activity is logged on both the new contact and the original lead
• Contact Updates — Significant changes to contact records may generate activity entries

Additional automatic logging (call events, messaging events) will be added as the messaging and campaign features are developed.

Worked example: get full context before returning a call

A customer left a voicemail asking about their order. Before calling back, an agent wants the whole history so they are not asking questions the customer already answered.

1. Open the contact’s timeline. In Contacts, find the caller and click their Activities badge (e.g. “6 Activities”). The timeline opens, merging manual CRM activities with closed contact-center interactions in one chronological view.
2. Read the recent thread. The agent sees last week’s WhatsApp exchange (click it to open the chat-bubble message viewer), a support call, and a note from a colleague - so they already know the order number and the open question.
3. Return the call, then log the outcome. After calling back, the agent adds a manual note or meeting activity summarizing what was decided and the next step (“promised replacement shipped Fri”) - not just that a call happened.
4. Later, review across the tenant. A supervisor opens the main Activities grid and filters Source = manual to read agent-authored notes, or Type = whatsapp with a From/To date range to audit messaging on a given day.

Because lead conversions and (increasingly) call/message events are logged automatically, the timeline stays complete even between manual entries - the habit to build is step 3, always recording the outcome.

Best practices

• Log the outcome, not just the fact. When adding a manual note or meeting, summarize what was decided or what happens next so the timeline stays actionable.
• Use the timeline badge before every outbound touch. Reviewing a contact’s recent activities avoids duplicate outreach and gives context for the conversation.
• Filter by Source to separate signal from noise. Use manual to review agent-authored entries or interaction to focus on actual conversations.

Related documentation

• CRM Contacts - open a contact’s timeline from its Activities badge.
• Interactions - the contact center conversations merged into the timeline.
• Tasks - follow-up work items that also appear on the timeline.
• Leads - lead conversions are logged as activities.