Description

This article describes the Communication list in the List section of the Menu Panel of inFlow. This section is similar to the Communication History section in the Record Details Panel but this section shows communication events (calls, emails, and SMS) related to ALL records.

The organization must have Aithena AI Tools or Outlook Email product to use Communication sections.

How to View the Communication List

Select inFlow 2.0 from the inFlow dropdown menu.
The Communication list appears in the Lists section of the Menu Panel.
Click Communication to view the Communications entries in the Record List Panel. By default, only the current day’s entries will be listed. In this example, there are no entries for the current day. The Communication list in the Menu Panel shows that there are no entries by displaying a 0 in the green counter circle to the right.
Managers may use the Team/Agent dropdown to view the Communications entries of other users.
Click inside the Date field to open the dropdown menu. It will default to the current day.
Select the parameters for the entries to be displayed and click the Run Report.
The list of communication activity entries for the user matching the selected parameters opens. The entries will include a variety of communication types.
Click an entry to view the communication. In this example, we are viewing an email that was received by the user.
The communication content for the the selected entry opens in the Record Details Panel to the right.

Example 1: Email

Example 2: SMS Message
When an SMS message is opened, the message you click into is highlighted with a purple box.
Click the hyperlinked blue name in the top right of the content box to view the associated application.
The associated application opens.

Columns

Column Name	Description

Column Name	Description
Event	Type of action that occur (in icon form)
Date	Timestamp of when this event occurred
Action	Type of action (email, call, SMS, etc.)
Detail	If the action is a phone recording or call, duration and call recording available.
Action Type	Where the source of data comes from (Outlook sync, call, SMS, etc.)
AI Review	If the AI tool was run, the icon will be present. If it was not run, there will be no icon.
Path	If the record is an inTouch task, it will state the path name.
Task	If the record is an inTouch task, it will state the name of the task.
From	Direction of event from user
To	Direction of event to user
By	User who made action/logged under the user
Status	Status of where the lead is at that this entry relates to
Activity	Activity of where lead is at that this entry relates to

Event Types

The Event column of the Communications List displays an icon for each action type.

Event Icon	Action Type

Event Icon	Action Type
	Call Inbound
	Call Outbound
	Email Sent
	Email Received
	Email Replied To
	Email Opened