Conversations
Every customer email, on the customer record
Email is where customer history quietly disappears — into one person’s mailbox. The Conversations module tracks two-way email inside CommTrak, against the customer it belongs to.
What it does
Send from the record, capture the reply against it
No BCC-the-CRM habit to enforce, and nothing lost because someone replied from Outlook on their phone.
Email from where you are
Start a Conversation from inside the job, ticket, lead or project you’re working in, rather than switching to your mail client and losing the link.
Replies are captured
The customer’s response comes back into the Conversation, so the next person to open the record sees the whole exchange without asking around.
Tied to the customer
The thread is filed against the customer, not buried in an individual mailbox that leaves when they do.
Why two-way is the whole point
Plenty of systems can send an email. The half that matters is the reply — and if the CRM never sees it, the record is only ever one side of the story. Staff end up forwarding threads to each other to fill the gaps, and the history lives in whoever happened to be on the email.
This is exactly why we now recommend Conversations over Job notes for anything customer-facing: Job notes do not capture customer replies, and Conversations do.
Reportable, like everything else
Conversation activity feeds the Staff Activity Report — four Conversation-related events sit under the Conversations activity type, selectable through the Specified Activity criterion.
So customer email stops being the one part of the business you cannot see, and starts being something you can actually report on alongside calls, jobs and tickets.
See Conversations on your own setup
Book a demo and we’ll show you this running against the way your business actually works.