Communications in Account360 (email, text)

Overview

We have introduced a Communication tab in Account360 that provides a centralized view of email and text message conversations associated with an account. Users can view communication history, reply to or forward emails, send new emails, and access text conversations directly from the account record.

Use Case: This enhancement helps users track and manage all account-related communications from a single location. By providing visibility into email and text conversations at the account level, users can quickly review interaction history, respond to customers, and maintain consistent communication without navigating to multiple records.

Note: If the email address and phone number are the same in both Account360 and Contact360, the same conversation will be displayed in both locations.

To view the enhancement:

• Navigate to the Account360 section of the desired account.
• Click the Communication tab.
• Click the Email tab to view all email conversations.
• Click the three-dot icon and select Resend, Reply, or Forward.
• Click Send Email to compose and send a new email to the customer.

For Email Communications