Actions - Your Personal Assistant Adding Multiple Signatories in Esign Documents Contacts Module in Vtiger CRM Esign Documents Module Approvals in Vtiger CRM Cut costs with Vtiger Managing Organizations Managing your Documents Managing your Events Managing your Tasks One View in Contacts One View in Organizations Phone Calls API Usage SMS Messages DMARC Records in Vtiger CRM Vtiger Inbox Configuring SMS Gateways in Vtiger WhatsApp Integration with Live Chats Live Chats in Vtiger CRM Sales Dashboard & Leaderboard Reports and Analytics in Vtiger Leads Module in Vtiger Targets Add-on MMS Messages via Twilio Using the Calendar Page

 

Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

The Contacts module in Vtiger CRM is used to store and manage information about the people you do business with, including leads, prospects, and customers. A contact can represent an individual or be associated with an organization, enabling you to manage both personal and business relationships effectively in one place.

The Contacts module acts as a central repository for contact details, communication history, lifecycle stages, and engagement data. Contacts move through different lifecycle stages, such as lead, prospect, and customer, helping teams track relationship maturity and sales readiness.

Contacts can also be linked with other CRM modules like Organizations, Deals, Activities, Emails, and Cases, providing a complete view of all interactions.

Customer Touchpoints in a Contact record display all customer-related interactions and activities associated with the Contact, such as:

• Emails
• Cases
• Chat conversations
• Phone Calls
• Meetings
• SMS Messages
• WhatsApp interactions
• Events
• Documents

These interactions help users track customer engagement and communication history across multiple channels.

Customer Touchpoints can be viewed in two ways:

You can view Customer Touchpoints from:

• The Activity section in the Summary tab: The Activity section displays interactions in a timeline format, where the latest activity appears at the top. 
• The Touchpoints tab: The Touchpoints tab displays categorized interaction records.

Note:

• The Touchpoints tab may not be available in all modules.
• The Customer Touchpoints view can vary depending on the module.
• The position of the Activity section may differ across modules and layouts.

Activities created in related modules automatically appear in Customer Touchpoints when they are linked to the Contact record.

For example, if a meeting is scheduled, an email is sent, or a Case is created for a Contact, those interactions are automatically displayed in the Customer Touchpoints view of that Contact. This helps users view all customer interactions and engagement history from a single location.

Benefits of Customer Touchpoints

The benefits of using Customer Touchpoints are:

• View all customer interactions from a single location.
• Track customer communication history easily.
• Monitor activities across multiple channels.
• Access related records directly from the activity timeline.
• Identify failed activities, such as bounced emails.
• Improve customer follow-ups and engagement tracking.
• Get complete visibility into Contact-related activities.

In this article, you will learn about:

• Accessing the Customer Touchpoints from the Activity Section 
• Viewing Customer Touchpoints in the Activity Section
• Accessing Customer Touchpoints from the Touchpoints Tab
• Viewing the Touchpoints Tab in the Activity Section

Key Terminology 

Accessing Customer Touchpoints from the Activity Section

You can enable Customer Touchpoints in the Activity section using the Filters icon. 

Follow these steps to access the Customer Touchpoints from the Activity section:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials > Contacts. The Contacts List View opens.
4. Open the required Contact record. The Contact Summary View opens. 
5. In the Activity section, click Filters. The Filter opens. 
6. Enable the Customer Touchpoints option.
7. Select the required touchpoint activity types from the following:
   1. Emails: Displays emails related to the linked Contact record.
   2. Cases: Displays support cases associated with the Contact.
   3. Documents: Displays documents linked to the Contact.
   4. WebActivity: Displays website activities related to the Contact.
   5. Call: Displays call records associated with the Contact.
   6. Phone Calls: Displays phone conversations linked to the Contact.
   7. Chat: Displays chat conversations related to the Contact.
   8. SMS Messages: Displays SMS interactions associated with the Contact.
   9. Telegram: Displays Telegram conversations linked to the Contact.
   10. Mobile Call: Displays mobile call activities related to the Contact.
   11. Group Event: Displays group events associated with the Contact.
   12. Zoom Meet: Displays Zoom meetings linked to the Contact.
   13. Jio Meet: Displays Jio Meet sessions related to the Contact.
   14. Joint Working: Displays joint working activities associated with the Contact.
   15. Partner-Client Call: Displays partner-client calls linked to the Contact.
   16. Email Campaigns: Displays campaign emails related to the Contact.
   17. Customer Portal: Displays customer portal activities associated with the Contact.
   18. WhatsApp: Displays WhatsApp conversations linked to the Contact.
   19. Meeting: Displays meetings related to the Contact.
   20. Onsite Meeting: Displays onsite meetings associated with the Contact.
   21. Leave: Displays leave-related activities linked to the Contact.
   22. Teams Meeting: Displays Microsoft Teams meetings related to the Contact.
   23. Beat: Displays beat activities associated with the Contact.
   24. Distributor Visit: Displays distributor visits linked to the Contact.
   25. Partner-Client Meeting: Displays partner-client meetings related to the Contact.
   26. Onsite Service: Displays onsite service activities associated with the Contact.
   27. Google Meet: Displays Google Meet sessions linked to the Contact.
   28. Webex Meeting: Displays Webex meetings related to the Contact.
   29. Head Office Visit: Displays head office visits associated with the Contact.
   30. onsite: Displays onsite events linked to the Contact.
   31. Vmeet: Displays Vmeet sessions related to the Contact.

The selected touchpoint activities are displayed in the Activity timeline.

Viewing Customer Touchpoints in the Activity Section

The Activity section in the Contact record displays all customer interactions in a timeline format. Activities are arranged in chronological order, with the most recent activity displayed at the top.

Each activity entry displays information such as:

• Activity name
• Assigned user
• Status changes
• Updated field values
• Activity time
• Link to the related record

For example:

• If an Event is created and linked to the Contact, it also appears in:
  • The Activity section
  • The Events tab
  • The Touchpoints tab
  • The Event module

This helps users track all customer-related interactions and activities from a single location.

Accessing Customer Touchpoints from the Touchpoints Tab

You can also view Customer Touchpoints from the Touchpoints tab in a Contact record.

Follow these steps to access the Touchpoints tab:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials > Contacts. The Contacts List View opens.
4. Open the required Contact record. The Contact Summary View opens. 
5. Click the Touchpoints tab. The Touchpoints tab opens. 
6. View the categorized customer interaction details related to the Contact record.

When you click a touchpoint category, the detailed activity information is displayed for further review.

Viewing the Touchpoints Tab

The Touchpoints tab displays categorized customer interactions linked to the Contact record.

Touchpoints help users monitor customer communication statuses and activity progress across multiple channels.

The Touchpoints tab primarily displays customer communication updates and interaction statuses. Records are displayed when there is a status-related update in the linked activity.

For example:

• Emails are displayed when their status changes to Sent, Received, or Draft.
• Meetings are displayed when their status changes to Held or Not Held.
• SMS activities are displayed when their status changes to Delivered, Failed, or Dispatched.

Simply linking a record to the Contact does not display it in the Touchpoints tab unless an interaction status update occurs.

The touchpoint categories display the activity type, status, and activity count.

Examples of touchpoint activity statuses include:

  

The Touchpoints tab displays categorized customer interactions linked to the Contact record.

The touchpoint categories display the activity type, status, and activity count.

Example:

• Events
  • onsite - Not Held
  • Count: 1
• Emails
  • BOUNCED
  • Count: 2

When you click a touchpoint category, the detailed activity information is displayed.

The detailed view can display information such as:

• Summary
• Type
• Status
• Assigned To
• Happened time
• Source

This helps users quickly review categorized customer interactions and related activity details from a single location.

Best Practices

• Link records correctly to Contact records for accurate touchpoint tracking.
• Review the Activity section regularly to monitor customer engagement.
• Use filters to focus only on relevant customer interactions.
• Track failed email activities, such as bounced emails, for follow-up actions.
• Keep event and meeting statuses up to date for better visibility.

Reference 

• Contact Module 
• Events 
• List View
• Summary View

Contacts Module in Vtiger CRM Contact Hierarchy in Vtiger CRM Configuring a Relationship Between Modules Add-Edit Unsubscribe Links in your Email Template