Log calls, emails, and notes
Record a call, email, text, or note against a lead so the activity is on file and the lead doesn't get flagged as stalled.
Every time you talk to a lead, log it. It keeps a contact history on the lead and resets the stalled-lead clock so the lead doesn't get re-flagged as ignored.
Log a communication
- Go to Leads and click the lead you talked to.
- Scroll to the Communications card and click Log communication.
- Pick a Type — Phone, Email, Website chat, AI chat, In person, SMS, or Other.
- Pick a Direction — Outbound (you contacted them) or Inbound (they contacted you).
- Add a Subject (optional) — a short summary line.
- Add Notes (optional) — what was said, next steps, anything to remember.
- Click Log.
The entry appears at the top of the Communications list (newest first) with its type, direction, and time. The lead's Last activity updates to now.
Type and Direction are both required. If you click Log without choosing them, you'll see "Choose a type and direction". Subject and Notes can be left blank.
You can log the same way against a customer or a deal — open the customer record (or a deal's Activity tab) and use its Communications card. The form is identical.
Why logging keeps a lead "worked"
A lead with no recent activity gets flagged as stalled so it doesn't fall through the cracks. Stalled detection is derived from the lead's Last activity time. Logging a call, email, or note counts as working the lead — it bumps Last activity to now, so the cadence cron stops nudging you about a lead you're actively pursuing.
Only a logged communication (or another action that updates the lead) refreshes Last activity. Talking to a customer but never logging it leaves the lead looking ignored — it can still get flagged as stalled and escalated even though you've been in touch. If a lead you're actively pursuing keeps getting flagged, you're probably not logging the contact.
FAQ
Who can log a communication?
Any signed-in team member — no role restrictions. There's no extra permission to turn on.
Does logging an email or text actually send it?
No. This records that the contact happened — it's a manual log of an activity that already took place. It does not send a message to the lead.
Can I log something that happened yesterday?
The entry is stamped with the current time when you save it. The form has no back-date field, so log contacts as they happen to keep the timeline accurate.
Where does the logged activity show up?
On the lead's Communications card, newest first. Every entry is also written to the audit log (action communication_logged), so there's a permanent record of who logged what and when.
What's the difference between a Note here and the lead's Notes field?
A communication is a dated entry in the activity timeline (and it bumps Last activity). The lead's Notes field, shown under Lead details, is a single free-text scratchpad about the lead overall.