Interactions are the unified activity timeline in EDGE Sword. Every call, email, message, meeting, and note logged against a lead, company, deal, or ticket keeps handoffs clear across your tenant. Reps working in the Salesmen portal should log visits here so managers see the same timeline as desk-based sellers.
Permissions
The Interactions module requires activity read permissions (own or all, depending on role). Users who can only read their own activities see timelines for records they own or participate in; managers with broader roles see team-wide history on shared records.
Please note:
- Logging an interaction requires Activities create — without it, quick actions such as Call and Note are hidden on record headers.
- System-generated events do not reset Pulse staleness; reps must log human touchpoints explicitly.
Log an interaction
- Open a record (lead, company, deal, or ticket).
- Choose Log interaction or use quick actions such as Call or Note on the profile header.
- Select the type — call, email, message, meeting, or note.
- Enter subject, details, and date/time if backdating.
- Save — the entry appears on the record timeline and feeds Pulse staleness metrics for leads.
EDGE Voice can create interaction entries automatically when reps complete call dispositions from a record.
Interaction types at a glance
| Type | When to use | Appears on |
|---|---|---|
| Call | Phone or video conversations | Lead, company, deal timelines |
| Outbound or inbound email summary | Same + engagement reporting | |
| Message | SMS, chat, or social thread | Same |
| Meeting | Scheduled or completed meetings | Same; links well with Calendar |
| Note | Internal context not sent to the customer | Same; visible to permitted users |
System-generated events (stage changes, assignments) may also appear on timelines but do not reset Pulse follow-up clocks — reps should log human touchpoints explicitly.
Team workflow
sequenceDiagram participant Rep participant Record as Lead / Deal record participant Team as Other users participant Pulse as Pulse dashboard Rep->>Record: Log call or email Record->>Team: Timeline updates Record->>Pulse: Last activity refreshed Team->>Record: Read notes before next touch Rep->>Record: Schedule follow-up task
Best practices
- Log interactions at the end of each call — delayed notes are incomplete notes.
- Reference the company when working multiple contacts under one account.
- Use notes for internal strategy; use call/email types for customer-facing touchpoints.
- Managers: spot-check timelines in pipeline reviews instead of asking reps to recap from memory.
Consistent interaction logging improves Pulse, Reports, and Ticketing handoffs — all modules read from the same activity model in your tenant. After an inbound form submission, the first human follow-up should appear on the new lead timeline.