Logging calls, texts and meetings on a lead
Not every conversation with a lead happens by email. You take a call, send a quick text, sit down for a site visit. 1pm lets you log all of it against the lead, so the thread becomes a complete history of every touchpoint, not just the emails. When you open a lead six weeks later, you can see exactly what was said and when, without hunting through your phone or your memory.
Where you log a touchpoint
Open a lead in the leads inbox and scroll to the reply box at the bottom of the thread. It is the same box you type an email reply into, but alongside the send button there is a row of one-click log buttons:
- Note for an internal note to yourself.
- Phone for a call.
- SMS for a text.
- Meeting for a site visit or a sit-down.
Type what happened in the box, then click the matching button. The message is recorded in the thread, tagged with its channel, and that is it. One click per channel, because when you have just come off a call the last thing you want is a dropdown.
Logging is not replying
This is the important distinction. A logged touchpoint is recorded in the thread but not emailed to the lead. Nothing leaves 1pm. Your note about a phone call stays between you and your team.
Because it is not a reply, logging a touchpoint deliberately leaves the lead marked as still needing a reply, and it does not move a new lead to Qualified on its own (only sending an actual email reply does that). So you can jot down "left a voicemail" without 1pm thinking you have closed the loop.
If you want to send the lead an email, type your message and use Send reply instead. That one goes to them and counts as a reply.
When did it happen?
By default a touchpoint is logged at the current time, which keeps the common case to a single click. But you will often log a call the next morning, or record a meeting that happened last week. Click the clock toggle next to the log buttons to reveal a date and time picker, set when it actually happened, and log it against that time. The thread then reads in true chronological order. (A reply email ignores this: its timestamp is always the moment it was sent.)
Editing or removing a logged note
Made a typo, or want to add detail after the fact? Notes and logged touchpoints can be edited or deleted in place from the thread. Emailed replies and the lead's own inbound messages cannot be edited, because those are a record of what was actually sent and received.
Adding a lead you got by phone or in person
A related tool sits nearby: if an enquiry comes in by phone or a walk-in rather than through one of your enquiry forms, use Add lead to enter it by hand. It lands straight in as a qualified lead (you have already vetted it by taking the details), and from there you work it in the thread exactly like any other, logging calls and meetings as you go.
For the email side of a lead thread, see replying to leads.