A touchpoint records one interaction: a thank-you call, a meeting, a letter, a conversation at an event. Logging them as they happen gives everyone in your team the same picture of the relationship. For background on how touchpoints relate to payments and fundraising activities, see Touchpoints, payments and fundraising activities.

Before you start

You need relationships:write:touchpoints. Adding tags to a touchpoint also needs relationships:write:contacts.

Log a touchpoint

  1. Open the contact’s profile and choose Add touchpoint. On an organisation or resource profile, choose Record touchpoint.
  2. Choose the Touchpoint type. You can also type a new name and choose + Add “…” as new type; the form tells you the new type will be added to your touchpoint type settings.
  3. Choose the Direction: They did something (inbound, the supporter contacted you) or We did something (outbound).
  4. Set the Date & time the interaction took place.
  5. Add Notes if they’ll help a colleague later.
  6. Optionally link an Event under Associated event, so the interaction appears in that event’s engagement view. This is offered when the Events module is enabled and you can view events.
  7. Complete any Custom fields your beehive has defined for touchpoints, and add Tags.
  8. Attach any files in the attachments panel.
  9. Choose Record touchpoint.

You’ll see “Touchpoint recorded”, and the item appears in the activity feed as Pending until it has been processed.

A touchpoint isn’t linked to a fundraising activity from this form. To connect interactions with a campaign, record the related payment against the fundraising activity; see Record a payment or donation.

Attach files

Files you choose upload after the touchpoint has been created. If an upload fails, you’ll see how many files failed; use Retry uploads in the form rather than recording the touchpoint again, because the touchpoint itself has already been saved. Attachments can be PDF, Word, Excel or image files of up to 50 MB each.

Edit a touchpoint

Select the touchpoint in the profile’s Activity feed to open Edit touchpoint. You can change the type (choosing from existing types only), direction, date and time, notes, custom fields and tags, and manage its attachments. The associated event isn’t shown in this form. Choose Save changes.

Find touchpoints later

The activity feed lists the newest items first. Choose the Touchpoints filter, then Include only or Exclude all of to narrow it to particular types. See Find your way around a contact profile.