Logging and Viewing Touchpoints

Touchpoints are the record of every email, call, meeting, and manually logged interaction Centralize has for a contact or account. Logging and reviewing them gives your whole team a shared, attributed history of engagement, so anyone can see who talked to whom, when, and about what, without digging through inboxes or calendars.

Contents

• What counts as a touchpoint

• Log a manual touchpoint

• See who logged a manual touchpoint

• View touchpoint history on a contact or account

• View email history, including CC'd recipients

• Need help?

What counts as a touchpoint

Once an account is activated, Centralize automatically syncs several types of engagement as touchpoints, and your team can add others manually. A touchpoint can be:

• An email sent or received with a contact

• A calendar meeting

• A recorded call or meeting, when a connected meeting-recording integration is in use

• A manually logged interaction, such as a call you log yourself

Note: Touchpoints only sync automatically once an account has been activated. See "Activate Accounts" for how activation works and what starts syncing.

Log a manual touchpoint

Not every interaction happens through a connected inbox or calendar. If you talk to a contact somewhere Centralize can't see automatically — a phone call, an in-person conversation, a text — you can log it yourself from that contact's card.

1. Open the contact card for the person you interacted with.

2. Choose the option to log a touchpoint.

3. Select the type of touchpoint you're logging, such as a call.

4. Enter the details of the interaction, including the date and a short description.

5. Save the touchpoint.

The touchpoint now appears in that contact's timeline alongside their synced emails, calls, and meetings.

See who logged a manual touchpoint

Centralize tracks who created each manually logged touchpoint and displays that person's name on the touchpoint, both in the timeline and in its detail view, so it's clear who logged an interaction even when you weren't the one who logged it.

Note: Manual touchpoints logged before this was added won't show a creator, since Centralize didn't track that information yet at the time.

View touchpoint history on a contact or account

1. Open the account or contact you want to review.

2. Open the touchpoint timeline to see every synced and manually logged interaction in chronological order.

3. Click any touchpoint to see its full detail, including who was involved and, for manual entries, who logged it.

View email history, including CC'd recipients

Every email you send or receive with a contact is logged as its own touchpoint, so an account's or contact's timeline doubles as its email history.

1. Open any email touchpoint to see its full detail, including the subject, sender, and recipients.

2. Check the CC section on that detail view to see everyone who was copied on the email, not just the sender and primary recipient.

Note: BCC'd recipients are not captured in touchpoint history — if you were BCC'd on an email, it won't show up as a touchpoint tied to you.

Need help?

If a manual touchpoint isn't showing a creator, an email's CC list looks incomplete, or you're not seeing touchpoints you expect on a contact or account, contact support@usecentralize.com for assistance.