Structure of a Contact Record

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TRANSCRIPT:

Our team often tells new clients that Journey Care is intended to become your source of truth. What we mean by this is that your goal should be to get as much information as you can about people into their contact record. That way all of the details about their relationship with you are held in one place.

Your capturing all of the communication, and ultimately everyone is working off the same information. In this video, I'll share how we organize all of that information in a way that makes it useful for you. A contact record is split into three columns. In the first column, you'll see every data field from your database.

It can be a little overwhelming to see them all, especially if a contact doesn't even have data in some of the fields. You can click the hide empty fields box at the top of the column to get rid of all the extras. As you scroll down that first column, notice that there are dropdown sections. Most of these sections were likely set up for you during the migration process.

You can add more or rearrange these by going into the settings area where your custom fields are held. The middle column captures every communication that has been sent to or received from this contact. This includes all communications sent through Journey Care, including emails, text messages, social media, messenger accounts, phone calls, et cetera.

Note that you can send a quick message to this contact by clicking either email or SMS text at the bottom of the column, or click the three little dots to the right of any message in the stream to reply specifically to that message. On emails, you will see little blue bubbles that tell you if a message has been opened, clicked, replied to, et cetera.

In the final column, on the right side, you will see an activity stream, which captures miscellaneous activities that have happened, things like forms that have been filled out, notes that team members have left, website pages that the person has visited, and financial transactions. Notice that on forms specifically, you can click on the item and it will open up to let you see how the contact filled out the form.

Everything in this column is really great for reference, and you can typically dig into details just by clicking through on an item.