Manage interactions
Interaction management in Business Central relationship management: recording communications with contacts and segments, using interaction templates, handling attachments, and setting up automatic recording for documents, emails, and phone calls. It answers how-to questions on creating, logging, and configuring interactions.
Path: Business functionality > Relationship management > Manage interactions · tier official · system crm · narrative reviewed (checked by Opus)
Overview
Interactions record communications between the company and its contacts, such as emails, letters, phone calls, and meetings, so sales and marketing efforts can be tracked. They can be recorded manually or automatically, and they rely on interaction templates.
The pages cover the full flow. Start with the pages on creating and managing interactions with contacts for the concepts. Then use the page on creating interactions on contacts and segments for the assisted setup guide, postponed interactions, and personalization. The attachments page explains how files from templates or segments are handled. The automatic recording page covers configuring the Interaction Template Setup page for documents, emails, and phone calls.
Key points
- Interactions record emails, letters, phone calls, and meetings with contacts to track sales and marketing efforts.
- Interactions can be created on contacts and on segments, using the Create Interaction action and an assisted setup guide.
- Interactions can be postponed and personalized, and the Log action is part of the creation flow.
- Interaction templates drive both manual and automatic recording and the resulting interaction log entries.
- Attachments come from interaction templates or segments and can be Word, PowerPoint, or Excel files.
- Attachment actions include open, import, export, copy, and remove, with Word template integration.
- Automatic recording can be set up for sales, purchase, and service documents, emails, and phone calls on the Interaction Template Setup page.
- Phone call recording includes TAPI support.
Learn pages
- Attachments for interactions: Learn how to attach files, such as Word documents, to add details about an interaction.
- Create and Manage Interactions with Contacts: Learn how to manage and record interactions with your contacts in Business Central to improve sales and marketing efforts.
- Create interactions on contacts and segments: Learn how to create interactions in Business Central for communication that you have with your contacts and segments.
- Manage interactions with your contacts: Learn how to record and manage all types of interactions with your contacts—such as emails, phone calls, meetings, and letters.
- Set up automatic recording of interactions: Automatically record interactions with customers and contacts, including sales, purchase, and service documents, emails, and phone calls.
Source: Microsoft Learn (CC BY 4.0). Descriptions are Learn’s own.