📝 Overview
Every customer in the CRM has an Activity Log, which is a chronological record of everything that's happened to their account, from lifecycle stage changes to manually-logged calls, emails, and notes from your team.
This guide covers how to read the activity log, log new interactions, filter and search the timeline, and export records when you need them.
🗺️ Accessing the Activity Log
There are two ways to open a customer's activity log:
From the Kanban board: click the customer's name on their card to open the side panel, then click the Activity tab.
From the customer's full profile: head to Customers ➔ Customer List ➔ click their name ➔ Interactions tab.
📥 What Gets Logged Automatically
The CRM logs the following events automatically, with no input from you:
Lifecycle stage changes - You can see when a customer transitioned from one lifecycle stage to another, and whether this was an automatic transition or a manual transition, in which case you can see the staff member who made the manual change.
Lifecycle email notifications - every notification email sent, with email subject.
Manual logged interactions - You can log each manual call, contact, email, or meeting, and add notes on that interaction.
📝 Logging an Interaction Manually
Some of the most valuable customer history happens off-platform, such as phone calls, in-person chats, or emails. Logging these as manual interactions keeps that context attached to the customer's record.
Click the arrow to view how to log a manual interaction
Click the arrow to view how to log a manual interaction
Navigate to your customers Interactions page
Click on the green + Add Activity button on the top-right
Select the interaction type
Add a note
Click Save
💡 Logging an interaction does not change a customer's lifecycle stage. If a phone call results in the customer agreeing to a tour, log the call and drag the customer to the appropriate stage on the Kanban board.
👥 Who Can See What
Account Owners and Admins can see the full activity log for every customer, including all manual interactions logged by all staff.
Other staff members can see the activity log for customers assigned to them, plus any customers they have access to via their existing TeamUp permissions.
Customers never see the activity log. It's an internal-only tool.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
How long are activity log entries kept?
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Click the arrow to see the answer
Customer interactions and their lifecycle activity will be kept indefinitely, while the customer exists in your account.
Can I edit an interaction logged by a different staff member?
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Click the arrow to see the answer
No, once an interaction is logged, it can not be edited.
Why can't I delete a stage change from the activity log?
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Click the arrow to see the answer
Stage changes reflect events which actually occurred - for example, an active customer churning and then returning on a later date. Deleting them would create a misleading timeline, so they can't be removed.
If a customer is in the wrong stage, the right move is to update their current stage on the Kanban board, which will create a new entry showing the correction.
Do logged emails count as the same thing as sending an email?
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Click the arrow to see the answer
No. Logging an email is a record-keeping action. It adds a note to the timeline that an email was exchanged, but does not actually send anything. To send an email, use your email tool of choice.
You won't need to manually log emails sent automatically during lifecycle stages (see Setting Up CRM Lifecycle Email Notifications).
Will my customers see the notes I log about them?
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Click the arrow to see the answer
No. The activity log is internal-only.
Customers do not have any access to it through their app or self-service portal.
That said, if a customer makes a GDPR/data subject access request, all data associated with their record, including manually-logged notes, would be included in the data export.
Can I add an interaction to multiple customers at once?
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Click the arrow to see the answer
No. Manual interactions can only be added to customer accounts individually.