Activity Management

Activities are the record of all interactions with leads, contacts, and customers. This guide covers comprehensive activity tracking and timeline management.

Overview

Activity management enables you to:

• Log all customer interactions
• View complete interaction history
• Set tasks and follow-ups
• Track team productivity
• Mention and collaborate with colleagues

Accessing Activities

Activities are available:

• On individual records (lead, contact, opportunity, customer)
• In the centralized CRM → Activities view
• On the CRM dashboard

Understanding Activities

Activity Types

Type	Icon	Description
Email Sent	📤	Outgoing email communication
Email Received	📥	Incoming email from contact
Call Logged	📞	Phone conversation recorded
Meeting Scheduled	📅	Future meeting planned
Meeting Completed	✅	Meeting that took place
Note Added	📝	General observation or note
Task Created	☑️	Action item assigned
Task Completed	✔️	Action item finished
Status Changed	🔄	Record status updated
Document Attached	📎	File added to record
Opportunity Created	💰	New deal started
Quote Sent	📋	Quotation delivered
Deal Won	🎉	Opportunity closed won
Deal Lost	❌	Opportunity closed lost
Follow-up Scheduled	🔔	Reminder set
SMS Sent	💬	Text message sent
SMS Received	📱	Text message received
System Event	⚙️	Automated system action

Activity Properties

Each activity includes:

• Type - Activity category
• Subject - Brief description
• Description - Detailed notes
• Occurred At - When it happened
• Created By - Who logged it
• Related To - Linked record(s)
• Attachments - Associated files
• Mentions - Tagged team members
• Visibility - Public or private

Creating Activities

Manual Activity Logging

1. Open any CRM record
2. Go to Activities tab
3. Click Add Activity
4. Select activity type
5. Enter details:
   • Subject line
   • Description
   • Date/time
   • Related records
6. Add attachments if needed
7. Click Save

Quick Activity Creation

Use shortcuts:

• Log Call button on records
• Send Email opens composer
• Add Note for quick notes
• Create Task for follow-ups

Automatic Activity Logging

System automatically logs:

• Email sends from CRM
• Status changes
• Stage transitions
• Document uploads
• Quote generations
• Order conversions

How-To Guides

How to Use the Activity Timeline

Viewing Timeline

1. Open any CRM record
2. Timeline displays on right panel
3. Activities shown chronologically
4. Most recent at top

Timeline Features

• Filter by type - Show specific activities
• Filter by user - See team member actions
• Date range - Limit time period
• Search - Find specific content

Timeline Actions

From the timeline:

• Click activity to expand details
• Edit recent activities
• Reply to emails
• Complete tasks
• Add follow-ups

How to Log Calls

Call Logging

1. Click Log Call on record
2. Enter call details:
   • Direction - Inbound/Outbound
   • Duration - Call length
   • Outcome - Result of call
   • Summary - Key points discussed
3. Set follow-up if needed
4. Save activity

Call Outcomes

Outcome	Description
Connected	Spoke with contact
Left Voicemail	Message left
No Answer	No response
Busy	Line was busy
Wrong Number	Incorrect contact
Callback Requested	Contact will call back

How to Schedule and Complete Tasks

Creating Tasks

1. Click Create Task
2. Enter task details:
   • Subject - What needs to be done
   • Due Date - When it's due
   • Priority - High/Medium/Low
   • Assigned To - Who's responsible
   • Related To - Linked records
3. Save task

Task Management

View tasks in:

• Record activity timeline
• CRM → Tasks centralized view
• Dashboard task widget
• Calendar view

Completing Tasks

1. Open task
2. Update status:
   • Mark as complete
   • Add completion notes
   • Log actual time spent
3. System logs completion activity

How to Use Mentions (@Tagging)

Mentioning Team Members

In activity descriptions:

1. Type @ followed by name
2. Select from dropdown
3. Person receives notification

Example:

Spoke with John about the proposal.
@Sarah please review the pricing before our next call.
@Mike FYI - they're interested in the enterprise plan.

Mention Notifications

Mentioned users receive:

• In-app notification
• Email alert (if configured)
• Activity appears in their feed

How to Manage Private Activities

Creating Private Activities

For sensitive information:

1. Create activity as normal
2. Toggle Private flag
3. Only you (and admins) can view

Private Activity Rules

• Not visible to other team members
• Doesn't appear in shared reports
• Admin override available
• Can be made public later

How to Attach Documents

Adding Attachments

1. Create or edit activity
2. Click Add Attachment
3. Upload file or:
   • Link from document library
   • Attach from email
   • Drag and drop

Supported File Types

• Documents (PDF, DOC, XLS)
• Images (PNG, JPG, GIF)
• Presentations (PPT)
• Archives (ZIP)

Attachment Management

• Preview without download
• Version tracking
• Download history
• Storage quota management

Advanced Features

Activity Automation

Automatic Activity Creation

Configure triggers:

• Lead created → Welcome task
• Stage change → Follow-up reminder
• No activity in X days → Alert
• Quote sent → Follow-up task

Activity Templates

Create templates for common activities:

• Standard call notes format
• Meeting summary structure
• Follow-up task checklist

Activity Analytics

Team Metrics

Track team productivity:

• Activities logged per day/week
• Activity types breakdown
• Response times
• Follow-up completion rate

Individual Performance

Per team member:

• Calls made
• Emails sent
• Meetings held
• Tasks completed
• Deals progressed

Activity Search

Global Search

Find activities across CRM:

1. Go to CRM → Activities
2. Use search bar
3. Filter by:
   • Type
   • User
   • Date range
   • Related record
   • Keywords

Advanced Filters

Combine criteria:

Type = "Call"
AND User = "John Smith"
AND Date >= "Last 30 days"
AND Contains "pricing"

Best Practices

📝 Logging

• Log activities immediately
• Be specific and detailed
• Include next steps
• Use consistent formatting

⏰ Timeliness

• Real-time logging preferred
• Set reminders for follow-ups
• Complete tasks on time
• Update overdue items

👥 Collaboration

• Use mentions appropriately
• Share relevant activities
• Keep team informed
• Coordinate handoffs

🔍 Quality

• Accurate date/times
• Correct activity types
• Complete information
• Attach supporting docs

Configuration

Activity Settings

Navigate to Settings → CRM → Activities:

• Default View - Timeline or list
• Activity Types - Enable/disable types
• Required Fields - Mandatory information
• Auto-logging - What to log automatically

Activity Types

Customize activity types:

1. Go to Settings → CRM → Activity Types
2. Add custom types if needed
3. Configure icons and colors
4. Set default fields

Notification Settings

Configure alerts for:

• Mentions
• Task assignments
• Due date reminders
• Activity on watched records

Troubleshooting

Common Issues

Activity not saving

• Check required fields
• Verify permissions
• Review validation rules
• Check network connection

Timeline not updating

• Refresh the page
• Check filter settings
• Verify activity visibility
• Clear browser cache

Mentions not notifying

• Verify notification settings
• Check email configuration
• Review mention format
• Confirm user exists

Activities missing from reports

• Check date range
• Review filter criteria
• Verify visibility settings
• Include all activity types

Data Recovery

For accidentally deleted activities:

• Check recycle bin (if enabled)
• Contact administrator
• Review audit logs
• Restore from backup

Next Steps

Learn about CRM Analytics to measure and improve your sales performance.