Touchpoints
Every Call, Text and Email. One Line per Lead.Customer interaction history with every call, voicemail, email and text on one line.
Open a lead and see every exchange with them in order: calls, voicemails, emails and texts. Calls and texts attach by phone number, so even the first conversation lands on the right lead without anyone linking it. Filter down to just the calls when that’s all you need.
- Calls, texts, email, voicemail
- Attached by phone number
- Included on every plan
How it works
- A call or text happensIn or out, on any of four numbers
- Matched to the leadBy phone number, or an existing link
- Added to the lineBeside voicemails, emails and texts
- Played back on demandRecordings open when someone presses play
The Whole Conversation, in One Place.
Every call, voicemail, email and text with the lead, in the order they happened.
Calls and texts attach by phone number, so a conversation from before the lead existed still shows up.
Filter the line to one channel when you only need the calls, or only the texts.
Duration, direction, final status and the call outcome as it was worded on the day.
Every Touchpoint, Logged for You.
Call, Text and Email as Usual
Call from the browser or the Android app, text from the same number, and send email. There is nothing to log.
Open the Lead
Every exchange sits in one line, in time order, 25 at a time.
Filter, Read or Play
Narrow to one channel, open an email, or press play on a recording.
What Is Customer Interaction History, and How Does It Fill Itself In?
Customer interaction history is the record of every exchange with a customer: calls, voicemails, emails and texts, in the order they happened. In Adoptiv it sits on every lead, so a rep sees the whole communication history before they dial.
Because the phone is built into the CRM, the call history needs no logging. A call joins the lead when the number at either end matches any of the lead’s four numbers (primary, mobile, home or other), or when it was already linked. Texts work the same way, so the first conversation doesn’t vanish because the lead was created afterward. One caveat: numbers are compared as written, so a number stored in another format won’t attach.
Each call keeps its duration, direction, final status and call outcome as it was worded that day. A voicemail is worked out from how the call ended, so the voicemail history sits on the same line. Recordings play through a short-lived link made when someone presses play, never a permanent address.
Email carries sender, subject and body, with opens and clicks for anything sent from Adoptiv. Texts show their delivery status. All these customer touchpoints sit in one line you can filter to a single channel, while edits, notes and comments live on the activity timeline.
One Line for Every Channel.
Every call on the lead, with duration, direction, status and outcome.
Calls that ended in voicemail, shown as voicemails, with audio where it exists.
Mail with sender, subject and body, and texts with delivery status.
Calls and texts attach by any of the lead’s four numbers.
Read only calls, only texts, only email or only voicemail.
For Teams Where Every Conversation Counts.
One Interaction History vs Separate Phone, Email and Text Apps.
| What | Separate phone, email and text tools | With Adoptiv |
|---|---|---|
| Seeing the history | Separate phone, email and text tools: Check each app in turn | With Adoptiv: One line on the lead |
| Logging calls | Separate phone, email and text tools: Typed up after each call | With Adoptiv: Attached automatically by phone number |
| First contact, before the lead existed | Separate phone, email and text tools: Lost, or copied over by hand | With Adoptiv: Attached once the lead has the number |
| Voicemails | Separate phone, email and text tools: In a separate inbox | With Adoptiv: Calls that ended in voicemail show on the line |
| Numbers in other formats | Separate phone, email and text tools: Depends on the tool | With Adoptiv: Must match as written to attach |
Touchpoints Questions, Answered.
What is customer interaction history?
A record of every exchange with a customer, such as calls, emails and texts, in time order. In Adoptiv it sits on each lead and fills itself in.
How do calls get attached to a lead?
By phone number. A call joins the lead when the number at either end matches any of the lead’s four numbers, or when it was already linked.
Do I have to log calls by hand?
No. The phone is built into the CRM, so calls are logged to the lead automatically, with their duration, direction, status and outcome.
Can I play call recordings from the history?
Yes. The history shows which calls have a recording, and playback opens through a short-lived link when someone presses play. Recordings are kept for a year.
Are voicemails included?
Yes. A call that ended in voicemail shows as a voicemail on the line. Your voicemail boxes are a separate screen and don’t feed into it.
What is a customer touchpoint?
Any moment a customer and your business interact, such as a call, a voicemail, an email or a text. Adoptiv collects these on each lead automatically.
Why didn’t a call attach to a lead?
Numbers are compared as written, so a number stored in a different format won’t match. Store numbers consistently, or link the call to the lead.
How far back does the history go?
It merges up to 150 entries from each channel, shown 25 at a time. Text threads are read in full.
Are email opens and clicks shown?
Yes, for email sent from Adoptiv. Each email also shows its sender, subject and body.
Still have a question? A real person replies in under 60 seconds in US business hours. Talk to our team →
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