Managing Contact Communication History

Crm & Contacts

Managing Contact Communication History

Every message sent to or received from a contact is permanently stored in their communication history within Lead Fuel CRM. This centralized record ensures your entire team has context for every customer interaction, regardless of the communication channel.

Accessing Communication History

There are two ways to view a contact's communication history:

• Contact Profile: Open the contact and view the Conversations tab to see all messages organized by channel and date.
• Conversations Inbox: Search for the contact in the inbox to view and continue any conversation thread.

Communication Channels Tracked

Lead Fuel CRM maintains a unified history across all communication channels:

• Email (sent and received, including open and click tracking)
• SMS / Text messages
• Phone calls (with optional call recordings)
• Facebook Messenger messages
• Instagram Direct Messages
• Google Business messages
• Live Chat widget conversations
• WhatsApp messages (if connected)

Managing Conversations

• Mark as Read/Unread: Control which conversations show as requiring attention.
• Assign to Team Member: Route a conversation to the right person on your team.
• Add Internal Notes: Leave notes visible only to your team within the conversation thread.
• Change Status: Mark conversations as Open, Pending, or Closed to manage your workflow.
• Star/Pin: Flag important conversations for quick reference.

Best Practices

• Use internal notes to provide context for team members before handing off a conversation.
• Close conversations that are resolved to keep your inbox clean and focused.
• Respond to messages from within Lead Fuel CRM rather than the original platform to ensure all history is captured.
• Use the conversation search to quickly find past discussions on specific topics.

Tip: When a team member is out of office, reassign their open conversations to another team member so no customer messages go unanswered.

Need more help? Contact Lead Fuel CRM support for personalized assistance.