4.3 Middle Panel: Unified Communication History & Action Composer

This central, scrollable panel is arguably the most frequently used part of the contact record. It provides a complete, chronological log of all interactions and serves as the primary area for communicating directly with the contact.

Viewing the Unified Communication History:

This feed presents a timeline of every touchpoint with the contact across all integrated channels, ordered most recent first. Scroll up to load older history. You'll typically see entries for:

  • SMS/MMS Messages: Both outgoing messages sent from Close Master and incoming texts received on your LC Phone number(s) from this contact. Includes timestamps and often delivery status indicators. MMS (picture/video) messages will display the media.
  • Emails: Outgoing emails sent from Close Master (Conversations, Workflows, Campaigns) and incoming replies (if using LC Email) or synced emails (if using 2-Way Sync). Shows subject lines, timestamps, and potentially tracking icons for opens/clicks (if enabled and trackable).
  • Phone Calls: Logs of completed, missed, or abandoned inbound and outbound calls made using LC Phone. Shows direction (inbound/outbound), timestamp, duration, and call status. If call recording was enabled, a playable recording is usually embedded directly in the log entry.
  • Social DMs: Threaded conversations from Facebook Messenger and Instagram Direct Messages (if integrated).
  • GMB Messages: Chats initiated via your Google Business Profile listing (if integrated).
  • WhatsApp Messages: Conversations via your connected WhatsApp Business number (if integrated).
  • Live Chat Transcripts: Records of website live chat sessions (if using the Live Chat widget type).
  • Internal Notes: Private comments left by you or your team members specifically about this contact. These are usually visually distinct (e.g., yellow background, lock icon) and are never visible to the contact.
  • Activity Cards / System Events: Automated entries logged by the system indicating key events or actions related to the contact, such as: Workflow started/completed/action performed, Opportunity created/stage changed/status updated, Appointment booked/rescheduled/cancelled/status changed, DND status changed, Task created/completed, Invoice sent/paid, Document signed.

Using the Action Composer (Bottom Area):

Located at the bottom of the middle panel, this is where you actively communicate or initiate actions with the selected contact.

  • Channel Selection Tabs: Choose the communication method by clicking the appropriate icon:
    • SMS icon: To compose and send a text message.
    • Email icon: To compose and send an email (starts a new thread unless replying within the feed).
    • WhatsApp icon*: (If enabled) To send a WhatsApp message.
    • Facebook/Instagram icons*: (May appear if last interaction was via DM) To reply via social DM.
  • Compose Message Area: Type your message content in the main text box.
  • Composer Tools (Vary slightly by channel):
    • SMS Composer: Select the From phone number (your LC Phone number) if multiple are available. Use icons for:
      • Paperclip: Attach media (MMS - images, short videos, PDFs - be mindful of size limits).
      • Paper Icon: Insert pre-written SMS Templates or Snippets.
      • Tag Icon ({ }): Insert Custom Values or contact fields for personalization ({{contact.first_name}}, {{contact.custom.property_address}}).
      • Clock Icon: Choose Send Now or Schedule the SMS for a later date/time.
    • Email Composer: Set the Subject line for new emails. Use CC/BCC fields if needed. Use icons for:
      • Paperclip: Attach files.
      • Paper Icon: Insert pre-written Email Templates or Snippets.
      • Tag Icon ({ }): Insert Custom Values or contact fields.
      • Clock Icon: Choose Send Now or Schedule the email.
      • Reply/Reply All: When viewing an incoming email in the feed, use the Reply or Reply All buttons directly on that email entry to respond within the same thread.
    • WhatsApp Composer:
      • Paper Icon: Crucial for sending messages outside the 24-hour customer service window. Select a pre-approved WhatsApp Message Template (from Settings > WhatsApp). Fill in any required variables ({{1}}, {{2}}, etc. often map to contact fields).
      • Free-form typing: Allowed only if the contact messaged you within the last 24 hours.
  • Other Action Icons (Often Below the Composer): Provide shortcuts for common tasks related to this contact:
    • Call (Phone Icon): Click to initiate an outbound phone call to the contact's primary number using the platform's web dialer.
    • Book Appointment (Calendar Icon): Click to manually schedule a new Appointment (Showing, Consultation, etc.) for this contact. Select the appropriate Calendar, date, and time slot.
    • Request Payment ($ Icon / Text2Pay): If you need to collect a quick payment (e.g., for an application fee, consultation charge), click this to send a payment link via SMS or Email. Enter the Item Name and Price. (Requires Payments setup).
  • Internal Note Tab (Lock/Eye Icon): Switch to this tab (instead of SMS/Email) to type private notes about this contact or conversation that are only visible to your internal team members logged into Close Master. Use @User Name (e.g., @Jane Agent) within the note to tag and notify a specific colleague. Click Save Note.