Actions
Track, review, and acknowledge everything that happens on a customer.
Overview
Actions represent everything that happens on a customer level in the system.
An action can be triggered by:
- A user (for example sending an SMS or writing a comment)
- The system (for example invoice updates or automated processes)
Actions provide a complete, auditable history of communication, changes, and events related to a customer.
Actions Overview
There is a global Actions Overview available from the main navigation under Actions.
From here you can:
- View actions across all customers
- Filter actions by different criteria
- Search for specific actions using the search field
This view is especially useful for monitoring activity and following up on important events.
Acknowledged vs Unacknowledged Actions
Actions can be either acknowledged or unacknowledged.
-
Acknowledged
The action has been read and confirmed by a user. -
Unacknowledged
The action has not yet been acknowledged and may require attention.
By default, the Actions Overview shows only unacknowledged actions first.
If there are any unacknowledged actions, they are indicated by a small pulsating circle.
This indicator is used consistently throughout the system and always means that there are unacknowledged actions.
Viewing an Action in Context
When you click an action in the Actions Overview, you are taken directly to the Actions tab inside the Customer View.
You can read more about customer navigation at Customer Navigations.
Inside the customer view you can:
- Click an action to acknowledge it
- Right-click an action and choose Acknowledge from the menu
Once acknowledged, the action will no longer be highlighted as requiring attention.
Action Direction
Actions have one of three Directions:
-
Sent
Used for outgoing communication such as SMS, MMS, or emails -
Received
Used for incoming communication such as replies or calls -
Created
Used for all other actions that are neither sent nor received
You can read more about directions on the Actions pages.
Action Status
Actions can have one of the following Statuses:
-
Pending
Used mainly for sent SMS or MMS while delivery or verification is in progress -
Failed
Indicates that the action failed, for example if an SMS could not be delivered -
Completed
The action was successfully completed
Action Types
Actions come in different types depending on what kind of event they represent.
You can read a detailed breakdown of all action types in Action Types.