What it is
Communications is the shared log of interactions with customers — calls, texts, and emails — searchable across the whole team, plus a place to manage reusable message templates.
Who can use it
Everyone. Communications is visible to every signed-in user, with no role restriction.
How to get there
/communications (main inbox/index), /communications/message-templates (manage templates), and per-customer at /customers/$id/communications.
Key screen areas
| Area | What it shows |
|---|---|
| Communications index | All logged communications across customers |
| Per-customer tab | Communications scoped to one customer, from /customers/$id |
| Message templates | Reusable text/email templates for common scenarios |
Step-by-step how-tos
Check a customer's communication history
- Open the customer at
/customers/$id. - Go to the Communications tab to see calls, texts, and emails tied specifically to them.
Browse all recent communications
- Go to
/communications. - Scan or search across customers for recent activity.
Use or edit a message template
- Go to
/communications/message-templates. - Pick an existing template to reuse, or create/edit one for a recurring scenario (e.g. appointment reminders, proposal follow-ups).
Tips & Warnings
Tip: Because Communications is visible to everyone, it's a good place to quickly check history on a customer even if your main role doesn't normally touch Customers or Opportunities.
Note: Communications being open to all signed-in users is intentional — CSR, sales, and PM roles all need visibility into what's already been said to a customer.
Related pages
/help/features/customers/help/features/recordings-note-taker/help/features/mission-control