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.