YND OS Help Center

Purpose

This page explains how to use /communications to keep a shared record of every customer interaction across the job lifecycle.

Who owns it

Everyone — /communications is visible to all signed-in users, and every role is expected to log relevant customer interactions.

Trigger

Any customer-facing interaction: a phone call, text, email, or in-person conversation tied to an opportunity or project.

Steps

1. Open /communications and find the relevant customer or opportunity.
2. Log a new entry summarizing the interaction: who was contacted, what was discussed, and any commitments made.
3. If the interaction happened during a recorded call (e.g., started from /bookings/new), check /recordings for the call recording and AI summary, and reference it in your log entry rather than retyping the whole conversation.
4. Tag the entry to the correct opportunity or project so anyone touching the job later can see the full history.
5. If the communication changes the scope, price, or schedule, cross-reference the relevant workflow page (for example /help/workflows/scope-validation) and make sure the underlying record is updated too — /communications is a log, not the system of record for scope or pricing changes.

Done when

The interaction is logged on /communications, tagged to the correct customer/opportunity, and any related recording is cross-referenced.

Handoff to

No single next role — this is a shared log used by whoever picks up the job next.

Common mistakes

• Relying on memory or private notes instead of logging in /communications, causing the next person to repeat questions the customer already answered.
• Forgetting to tag the entry to the right opportunity, making it hard to find later.
• Treating a communications log entry as if it updates the estimate, proposal, or schedule — it doesn't; those changes must be made in their own screens.