Contacts

Understanding the Contact Record

The Contact Record is the heart of JourneyCARE: nearly every interaction with a member, customer, sponsor, or prospect connects back to a contact record. From a single screen, you can view contact information, communication history, payments, form submissions, tasks, notes, portal access, workflows, and more. Knowing how the record is organized helps you find the information you need quickly.

The three-panel layout

The Contact Record is divided into three main sections: the left panel, the center panel, and the right panel.

Left panel: contact information

The left panel contains the information stored about the contact, including custom fields, contact tags, Do Not Disturb (DND) status, active workflows, and portal access. Learn how to view, remove, or add workflows for a contact.

You can search for a specific field or hide empty fields to make the record easier to read. Learn how to reorder, organize, and hide custom fields.

Center panel: communication history

The center panel displays the communication timeline for the contact. Depending on which communication channels your organization uses, this may include emails, text messages, phone calls and voicemails, Facebook Messenger, and Instagram Messenger.

This panel gives you the complete history of conversations with the contact. You can also send a new email or text message directly from this area.

The right panel changes depending on which icon you select and provides quick access to additional information about the contact.

  • Activity – Website visits, form submissions, and other recent activity.

  • Payments – Payment history, subscriptions, and invoices.

  • Documents – Documents and contracts associated with the contact.

  • Notes – Internal notes that are only visible to administrators.

  • Tasks – Follow-up reminders and assigned tasks.

  • Associations – Related companies and other connected contacts.

Tips for using the Contact Record

Use the Contact Record as your first stop when researching a question from a member or customer.

Most actions in JourneyCARE — including forms, emails, payments, automations, and portal activity — are recorded within the contact record.

If you cannot find the information you are looking for immediately, check the icons in the right panel. Many details are organized there to keep the Contact Record clean and easy to navigate.

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