Activities & timeline

Three related concepts

• A CRM record is the Lead, Contact, Company, or Deal itself.
• A Task / Follow-Up is work someone must complete.
• An Activity records an interaction such as a call, email, meeting, WhatsApp conversation, or other touchpoint.

Notes preserve free-form customer context. The customer Timeline combines relevant Activities, Notes, Work Items, stage changes, and selected audit history into a chronological view.

Add an Activity

Choose the interaction type, time, summary, and related customer record. Add concise content that helps the next colleague understand what happened.

Use Notes deliberately

Notes are useful for durable context such as requirements, preferences, constraints, or decisions. Pin especially important Notes when the record supports it; archive Notes that should no longer be prominent without erasing history.

Avoid duplication

Do not create both a Task and an Activity for the same meaning. Create the Task before work is done; record an Activity or completion outcome after it happens.

Choose the right record

A Task or Follow-Up represents work that should happen. An Activity records a meaningful interaction that happened. A Note preserves context, requirements, constraints, or decisions that should remain easy to find. The Timeline brings supported history together around the Lead or Deal.

For example, “Call Rahul on Friday” is a Follow-Up. After the call, “Discussed SEO priorities and agreed to a Discovery Call” is an Activity or completion outcome. “Customer prefers a monthly retainer engagement” is durable context suited to a Note.

Record useful Activities

Choose the supported interaction type—Call, Email, Meeting, WhatsApp, or Other—and write a concise summary that helps a permitted colleague understand the outcome. Avoid copying an entire message thread when a short factual summary is enough. Activities may be associated with the relevant Lead or Deal and are governed by ownership-sensitive CRM history permissions.

Read the Timeline

Use chronology to understand status changes, stage movement, recorded interactions, Notes, and Work Item outcomes that the product includes. The Timeline should answer what happened and in what order; it is not a replacement for the current status, owner, or next action.

Common mistakes

• Recording planned work as though it already happened.
• Adding the same information as a Note, Activity, and Task.
• Writing vague entries such as “Spoke to client” without an outcome.
• Storing a promised next action without an owner or due time.
• Using Notes to hide information that belongs in structured Deal fields.