One conversation per client, not five
Calls, emails, SMS and notes attached to the contact in one timeline — each message recording the language the client is actually worked in.
Calls, emails, texts, notes and appointments attach to the contact. Before you pick up the phone, what did I last tell this person? has one answer in one place.
The problem is not storage, it is retrieval
Every one of those messages already exists somewhere. It is in your sent folder, your phone, a sticky note, or a colleague’s memory. The cost is not that the history is lost; it is the ninety seconds of searching before every call, and the one time in ten you skip the search and open with something you already said.
A single timeline per contact removes the search. That is the whole feature, and it is worth more than it sounds.
What the timeline holds
- Calls, in and out, with your notes against them.
- SMS, in and out, gated on a recorded consent.
- Meetings held, and notes added.
- The quiet events that explain the gaps — a status change, a tag, a property viewed, a deal created.
- The language each message was written in, stored per message.
Language is a property of the client
Most CRMs treat language as an account setting: you pick one and everything you send is in it. That breaks the moment you have one francophone client and an English-speaking practice. Here the language rides on the contact and is recorded on each message, so the timeline shows you what the client actually received rather than what your interface happened to be set to.
Consent is a row, not a habit
Under CASL the burden of proving consent is yours. Consent is stored against the contact, and an SMS send without one is refused rather than attempted. It is a constraint we chose: software that sends generously on your behalf creates liability in your name, not ours.
Questions
Related
- CASL-aware email — how consent is recorded and enforced.
- Bilingual workflows — the rest of what per-contact language changes.
- The pipeline — where these conversations end up.
Put a week of your own follow-ups in it
14 days, $149 CAD a month after. Nothing charged before day 14.
What lands in the timeline?
Emails sent and received, calls made and received, SMS both directions, meetings held, notes, and the structural things that are easy to forget — a status change, a tag, a property viewed, a deal created. Each one is stamped and attached to the contact.
Why does a message record a language?
Because language is a property of the client, not of your account. Each message stores the language it was written in, so a Montreal client can be worked entirely in French while your own interface stays in English. That is the difference between a bilingual product and a translated marketing site.
Can I send from here?
Email and SMS, yes. SMS goes through Twilio and is refused outright when there is no consent record for that contact — consent is a row in the database, not a checkbox someone remembers to tick. Nothing is ever sent automatically on your behalf.
Is this a shared team inbox?
No. Conversations belong to the agent who owns the contact, and there is no seat or assignment model in the product to share them with. If you need a team inbox, this is not it yet.
Do you record or transcribe calls?
We do not record calls. A call gets an entry with whatever you note against it, and where we generate a summary from something we already hold, it is labelled as generated. We do not claim to transcribe a conversation we were never part of.