Tracking and logging client interactions in CRM

Purpose

1.1. Automatically collect, record, and centralize all customer communications and interactions—including calls, emails, meetings, live chat, and web forms—into the company’s CRM system to ensure complete sales visibility, improve customer experience, streamline follow-ups, support compliance, and power analytics and sales forecasting.
1.2. Eliminate manual entry mistakes, enforce standardized data, and enable proactive sales and support actions through unified interaction logs accessible company-wide.

Trigger Conditions

2.1. Inbound or outbound telephony call is completed via office line or mobile.
2.2. Customer email is received or replied to from sales or support inbox.
2.3. Customer meeting is completed or scheduled in integrated calendar.
2.4. Inbound website or social chat initiated by customer or prospect.
2.5. CRM contact updated or new prospect record created.
2.6. File or document shared with a client through integrated file service.

Platform Variants

3.1. Salesforce
• Feature/Setting: Salesforce REST API (Log a Call, Task creation endpoint; endpoint: /services/data/vXX.X/sobjects/Task/; configure to append interaction note to appropriate lead/account)
3.2. HubSpot
• Feature/Setting: Engagements API (Create Engagement endpoint; POST /engagements/v1/engagements; map properties: type, ownerId, timestamp, associations)
3.3. Microsoft Dynamics 365
• Feature/Setting: Dynamics Web API (POST to /api/data/v9.1/activities; associate activity to entityId for lead or contact)
3.4. Zoho CRM
• Feature/Setting: Zoho Records API (POST /crm/v2/Calls or /crm/v2/Notes to attach interaction logs)
3.5. Pipedrive
• Feature/Setting: Activities API (POST /activities; define subject, note, type, deal_id)
3.6. Freshsales
• Feature/Setting: Activities API (POST /activities; attach to contact_id with type call/meeting/email)
3.7. Monday.com
• Feature/Setting: GraphQL API (mutation create_update, Board ID & Item ID for logging notes/interactions)
3.8. Copper
• Feature/Setting: Activities API (POST /activities; specify event_type, details, and parent resource)
3.9. Capsule CRM
• Feature/Setting: Parties API (POST /party/{partyId}/note; log summary with timestamp)
3.10. SugarCRM
• Feature/Setting: REST API (POST /Contacts/{id}/link/notes; payload with interaction text)
3.11. Nimble
• Feature/Setting: API (POST /contacts/{id}/activity; activity type and summary)
3.12. Insightly
• Feature/Setting: Comments API (POST /Opportunities/{id}/Comments; log details as new comment)
3.13. Keap (Infusionsoft)
• Feature/Setting: REST API (POST /contacts/{id}/notes; include interaction info and owner)
3.14. Google Workspace (Gmail & Calendar)
• Feature/Setting: Gmail API (watch message, extract content, send to CRM API); Calendar API (push event concluded to CRM API)
3.15. Outlook/Microsoft 365
• Feature/Setting: Microsoft Graph API (subscribe for mail/meeting events, relay to CRM endpoint)
3.16. Twilio
• Feature/Setting: Call logs via Twilio API (GET /Calls, POST interaction metadata to CRM task/note endpoint)
3.17. Intercom
• Feature/Setting: Webhooks (conversation.created/closed; send details to CRM via custom script/API)
3.18. Zendesk
• Feature/Setting: Ticket event API (hook ticket update; POST note to CRM/contact record)
3.19. Slack
• Feature/Setting: Events API (message.channel, within sales/support channel—relay to CRM integration endpoint)
3.20. Drift
• Feature/Setting: ConversationEnded Webhook (push chat transcript to CRM via API)
3.21. Google Sheets
• Feature/Setting: Sheets API (row appended triggers, relay info to CRM note field via batch API write)
3.22. Calendly
• Feature/Setting: Webhook onEventScheduled/completed (details POSTed to CRM Activities endpoint)
3.23. Dropbox
• Feature/Setting: Webhook on file shared/uploaded; store event in CRM record’s attachment log.

Benefits

4.1. Accurate, real-time record of client interactions for every team member.
4.2. Faster, more consistent follow-ups driven by automated logging and reminders.
4.3. Enhanced reporting for sales performance, lead conversion, and customer satisfaction.
4.4. Increased CRM adoption and minimized manual error by removing tedious data entry.
4.5. Full compliance and accountability for every client touchpoint across distributed teams.
4.6. Unified interface for managers to review client history and coach team members.