- Access to the relevant contact record
- A second identifier to verify the customer's identity
- Permission to view the linked conversations and commercial context
Open the relationship workspace
From Contacts, open the customer record. The header surfaces the owner, latest interaction, next follow-up, and available communication actions. Use these signals to decide whether you should act, coordinate with the owner, or wait.
Contact 360 is organized around distinct questions:
| Area | Question it answers |
|---|---|
| Timeline | What happened, in what order, and through which workflow? |
| Commercial | Which deals and quotes are active, waiting, or closed? |
| Details | Which identity, consent, segmentation, and provenance data is on file? |
| Relationships | How is this person connected across workspaces or to a company? |
| Momentum | Is the relationship progressing, quiet, or at risk? |
Read the timeline deliberately
- Start with All to understand the sequence.
- Use Messages for email, WhatsApp, campaign, and scheduled-message history.
- Use Notes for internal context that was deliberately recorded.
- Use Commitments to see follow-ups and other promised work.
- Use Commercial for deal and quote events, and Changes for profile updates.
- Load older activity when the decision depends on history outside the first page.
Timestamps show ordering; they do not prove that a message was delivered or read. Open the underlying conversation, campaign, or quote when delivery state matters.
From customer evidence to an owned next action
- 01HubCustomer record
The durable identity shared by every workflow.
- 02EvidenceTimeline and consent
What happened and which communication is allowed.
- 03SignalConversation
The current customer exchange and channel state.
- 04RevenueDeal or quote
Commercial intent, value, and buyer decision history.
- 05OutcomeOwned next action
The named person, due point, and expected outcome.
Example: prepare for a renewal call
Before contacting a customer, check the last message, open commitments, active deal, latest quote status, and the recorded company relationship. If a quote is awaiting a response, continue from that record rather than creating a disconnected proposal. If the customer requested a change, use the governed quote revision path.
Update the relationship from evidence
- Assign or change the contact owner when accountability changes.
- Add relationship context only when it will help another teammate make a decision.
- Create a deal from the Commercial tab when there is a real commercial decision to manage.
- Start email or WhatsApp only when the address, sender path, and channel rules are valid.
Verify and recover
After an action, refresh Contact 360 and confirm the event appears in the correct category. If an activity is missing, first inspect the source record and its delivery or execution history. Avoid duplicating a message, quote, or task merely because the timeline has not refreshed. If the customer identity itself looks split, use Duplicate contacts before adding more context.
- Identity and company match the customer
- Owner and next follow-up are current
- Recent messages and commitments reviewed
- Open deals and quotes checked
- Action verified in its source record and timeline