The timeline is the whole history of communication with a client in one feed. One place instead of a dozen tables: open the card and you see when the person appeared, what was written to them, what was discussed on the phone, which tasks were set and when the data changed. A month or a year later you will not have to remember “where exactly did we write that down”.
Why one feed
The usual trouble of any client base is that the data crawls apart: an email in the mailbox, a call in a notebook, a note in a messenger, a field edit nowhere at all. As a result nobody but the author of the record understands what was happening with the client. Not here: everything concerning a person, a company, a deal or a request lands in one feed and is sorted by time. Every record has its own feed, but they are assembled by the same rules — so both the human and the agent can read it.
What lands in the timeline
- Communication — emails, calls, meetings, messages from the channels. Every event shows where it came from and which way it went: to the client or from the client.
- Notes — your marks and the agent’s marks along the way.
- Field changes — every edit is written as “was → became” with the signature of whoever made it.
- Service events — import, merging repeats, a bulk edit. It is visible that the data was changed not by hand but by a run, and by exactly which one.
There is also a shared feed across the whole base — it shows the agent’s work for a day or a week: what it did, to which records and when. It is a convenient way to check the agent without opening every card one by one.
Notes
A note can be added to any record — a short mark like “what was agreed” or “the client asked to call back on Thursday”. The note becomes a timeline line with the author’s and the time’s signature and never replaces the card’s fields: it does not change the data, it adds to the history. The agent leaves notes too — that is how it explains what it did and why.
Links between records
Records do not live apart: a contact is linked to a deal, the deal to an invoice, the invoice to a payment, and all of it to the service tickets. The link goes both ways: open the deal and you see the linked contact; open the contact and you see all their deals. The “Linked” block in the card is exactly that jump, thanks to which you can get from a request to an invoice in one or two clicks instead of hunting for numbers by hand.
Files and attachments
Files — contracts, invoices, photos of business cards, attachments from emails — are stored on your server and attached to records and to timeline events. If the same file is attached to two records, physically it is stored once: the product recognizes identical content and does not breed copies. The document you need can be pulled right from the card, without searching for it in the mail.
Mail synchronization
A mailbox is connected over the ordinary IMAP protocol (the standard way mail programs fetch letters from the server). Once connected, the correspondence lands in the timeline by itself: emails are attached to the right contacts, and reply chains are assembled into discussions — you can see what the conversation started with and what it ended with.
Sensible limits worth knowing about. First: by default the product looks 12 months back — the window can be widened, but not endlessly. Second: emails from unknown addresses by default do not create new contacts — they land in the synchronization report as “no match found”, and you decide yourself whether to create the person. Third: mailing-list and auto-reply junk is marked separately and does not spoil the “last live touch” indicator. Fourth: a repeated synchronization creates no duplicates — the same email is always found by its identifier.
Mailbox passwords are stored encrypted and cannot be read back — neither the agent nor a human will see them. Senders you do not want in the base can be put on a deny list: their emails will land neither in the timeline nor in the contacts, and the report will show that they were filtered out.
What is visible about a change
Next to every edit in the timeline it is visible who made it: the agent (with its name), a human, or a service run like an import. For some fields the origin of the value is shown too: you typed it by hand, the agent found it in an open source, or brought it during verification. This protects from the main trouble of any base — it is unclear where a number came from and whether it can be trusted. More about data provenance in the Data Quality & Duplicates section.
Conversation privacy
Correspondence with clients is sensitive data, so access to it is limited on all screens: emails and calls are not shown where they do not belong, and visibility rules apply to the feed records themselves. Everything is stored on your server: neither our account nor someone else’s cloud is needed. Additional access rules (who has the right to listen to call recordings and to reveal hidden data) are described in the Communications and Service: Tickets, SLA, Knowledge & Portal sections.
Next → Data Quality & Duplicates