Logging Customer Interactions

Use the Customer Interactions form to record and track all communication between you and your customers, including date, time, and contact information. You also can use this form to reply directly to incoming messages from the Customer Portal.

To log a new customer interaction:

1. On the Customer Interactions form, select Actions > New.
2. Select a topic for the interaction and enter or select the customer number.
3. The Interaction Date field contains the system date and time by default, but you can change it as necessary.
4. In the Follow-Up Date field, specify the date by which to follow up with the contact person.
5. On the Conversations tab, do the following:
• If this interaction is for internal use only, select Internal. The note will not be communicated to the customer.
• If you are logging information received from the customer by phone or other means, and you want the customer to get an e-mail notification that this information has been recorded, select Incoming.
• Enter your name in the Entry Name field or accept the default of the current user. The name entered is used as a sort option on reports.
• Enter relevant information in the notes box.
6. On the General tab, you can review default information about the selected customer and change the contact name and phone number as necessary for the current interaction record. You also can enter sales contact, salesperson, and reference information as appropriate for this record.
7. Save the form. If you set up a Customer Portal and have not specified Internal for this record, it is published to the Customer Portal for the customer to review. The customer may also receive an e-mail notification with the information.

To reply to an incoming message from the Customer Portal:

1. Upon receiving notification that a customer has sent a message, open the Customer Interactions form.
2. Enter or select the interaction number.
3. Click Reply.
4. Enter your response in the notes box.
5. Save the record. Your message is published to the Customer Portal and the customer receives e-mail notification of your reply.

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