Communication
Go to: CRM → Communication
The communication trail answers “what have we actually said to these people?” Every email, call, note, SMS, meeting, and document is logged against the record it concerns, in one time-ordered list.
It matters most when work changes hands — a seller inheriting an account, a manager reviewing a stalled deal, or anyone picking up a lead after a holiday.
What can be logged, and against what
| Type | Records |
|---|---|
| An email exchanged with the contact | |
| Note | An internal observation |
| Call | A phone conversation, with duration and direction |
| SMS | A text message |
| Meeting | A meeting, with agenda and participants |
| Attachment | A file, logged automatically when uploaded to the record |
Trails attach to three kinds of record: Leads, Customers, and Prospects.
CRM → Communication is the cross-record view of every trail in the organisation. Working on a single record is usually easier from that record’s own Communications tab.
Fields on a trail entry
| Field | What it means |
|---|---|
| Type | Email, Note, Call, SMS, Meeting, or Attachment |
| Subject | Short headline shown in the list |
| Content | The body — what was said |
| Performed At | When it happened, not when you logged it |
| Performed By | The user who did it. Recorded automatically |
| Direction | Inbound (they contacted you) or Outbound (you contacted them) |
Each type adds its own fields: calls take a call type, duration and status; meetings take an agenda, participants, date and time; SMS takes a phone number; emails take recipients drawn from the record’s contact emails.
Direction is the field people forget. A trail where everything is Outbound reads as a monologue — marking inbound replies correctly is what makes the history useful later.
Logging an interaction
Open the trail
Either open the record and go to its Communications tab, or go to CRM → Communication and click Add Communication, then choose the entity.
Pick the type
Choose the tab that matches: Email, Note, Call, SMS, Meeting, or Attachments.
Fill in what happened
Enter the subject and content plus the type-specific fields. Set Performed At to when the interaction actually occurred.
Set the direction
Inbound or Outbound.
Save
The entry appears at the top of the trail, newest first.
Attachments log themselves. Attaching a file to a lead, customer, or prospect adds an entry to that record’s trail automatically, using the file name as the subject. Removing the file removes the entry.
Filtering the trail
The trail can be filtered by entity type, communication type, performed by, direction, and date range. It is always ordered by Performed At, newest first.
Entries can be edited — including re-pointing one at a different record if it was logged in the wrong place. Deleting hides an entry from the trail rather than erasing history.
Communication vs. the Emails tab
Two things on a lead look similar. They are not:
| Emails tab | Communications tab | |
|---|---|---|
| Purpose | Send email from ERPX | Log every kind of interaction |
| Entries | Written automatically when mail is sent | Written by you, plus automatic attachment entries |
| Shows | Delivery status of outbound mail | Calls, meetings, notes, SMS, documents, emails |
Use the Emails tab to send; use Communications to record the phone call you made afterwards.
Everyday tips
- Log the call while you remember it. The date field lets you back-date, but detail fades fast.
- Write subjects someone else can scan — “Asked for FOB pricing on 40s combed” beats “Call”.
- Use Notes for judgement (“budget looks soft, decision after audit”) — that is the context a colleague cannot reconstruct from emails.