Types
Overview of the different action types in the system.
Overview
Each Action has a type that describes what kind of event it represents.
Action types help you quickly understand what happened and why the action exists.
SMS
Represents SMS messages.
This includes both messages sent to the customer and messages received from the customer.
You can determine whether the message was sent or received by checking the action’s direction.
MMS
Represents MMS messages, including messages with images or other media.
As with SMS, the action direction indicates whether the message was sent or received.
Call
Represents phone calls made to or received from a customer.
If call recording is enabled, recordings will be linked to these actions.
Represents email communication related to a customer.
Both incoming and outgoing emails are tracked as actions to keep a complete communication history.
Comment
Represents internal comments.
This type is used for:
- Messages written in the Customer Comments
- Internal notes added by users
Comments are useful for collaboration and keeping context directly on the customer.
Import
Represents actions created as part of a data import.
Typical examples include:
- Orders uploaded in bulk
- Data created or updated through APIs
You can read more about related features at Order Upload and APIs.
System
Represents system-generated actions.
These are created automatically when something happens in the system, such as:
- An invoice being updated
- Controls being created
- Automated changes or background processes
System actions provide transparency into what the system is doing.
Other
A reserved action type for future use.
This is currently not used, but exists to support future scenarios where an action does not clearly fit into an existing category.