Customer communication history

Activity timeline

Every customer profile includes an Activity tab with a complete timeline of interactions:

• Emails sent — Every estimate, invoice, reminder, and manual email, with delivery and open status.
• SMS messages — Text messages sent through WorkBoss, with delivery confirmation.
• Status updates — Automated notifications like “Your technician is on the way.”
• Notes — Internal notes added by any team member.
• Job activity — When jobs were created, scheduled, started, and completed.
• Payments — When invoices were paid, with amounts and payment method.

Adding notes

Click Add Note on any customer profile to log information. Notes can be:

• Internal — Visible only to your team.
• Pinned — Stays at the top of the activity feed. Use for important details like access codes or special instructions.

Notes are searchable across all customers from the main search bar.

Email and SMS from WorkBoss

You can send one-off messages directly from a customer’s profile:

1. Go to the customer’s profile.
2. Click Send Email or Send SMS.
3. Type your message and send.

These messages are logged in the activity timeline automatically.

Filtering the timeline

Use the filter dropdown on the Activity tab to show only specific types of events (e.g., only emails, only notes, only job activity). This is helpful when looking for a specific interaction on a customer with a long history.