CRM

LianYiFei
Membre

Logging about Communications Engagement

Résolue

Hi,

I noticed that HubSpot currently integrates with WhatsApp, LinkedIn, and SMS for message logging using the engagement API. For unsupported platforms like Twitter and Instagram messaging, where should I log these interactions and under which engagement type?

Thanks!

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trevordjones
Solution
Expert reconnu | Partenaire solutions Diamond
Expert reconnu | Partenaire solutions Diamond

Logging about Communications Engagement

Résolue

Hi @LianYiFei ,

 

The most important thing when logging activities that don't fit an existing activity type is consistency - especially if you want to be able to report on it or measure it later.  

 

As a result, the most important factor in making this decision is that the whole team does the same thing, so get together, make a decision, and make sure everyone does it the same way.

 

None of these are meetings, and if you want to count these as "engagements" in your metrics, you'll probably be "Logging a Call" or "Logging an Email."  Personally I would use "Log an email" for anything text based and "Log a call" for anything voice based.

 

Beyond that, include something that identifies the actual mode of communication in the fist line of your description, for example:  [twitter dm] or [instagram msg].  The really important pice is that everyone uses the same thing for each mode every time, then you can report on activities using twitter dm using a "contains [twitter dm]" filter.  Without that structure, its going to be impossible to know how many interactions you've had over Twitter.

 

If you don't care about counting these as "engagements" per se in reporting and just want to log them, use notes, but I still recommend using the [twitter dm], etc in the copy so you can find them later if needed.

- Trevor
If my post solves your problem, please accept it as a solution.

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2 Réponses
LianYiFei
Membre

Logging about Communications Engagement

Résolue

@trevordjones Thanks for your suggestion, I think notes would be the choice because we also have voice and email log in our app.

0 Votes
trevordjones
Solution
Expert reconnu | Partenaire solutions Diamond
Expert reconnu | Partenaire solutions Diamond

Logging about Communications Engagement

Résolue

Hi @LianYiFei ,

 

The most important thing when logging activities that don't fit an existing activity type is consistency - especially if you want to be able to report on it or measure it later.  

 

As a result, the most important factor in making this decision is that the whole team does the same thing, so get together, make a decision, and make sure everyone does it the same way.

 

None of these are meetings, and if you want to count these as "engagements" in your metrics, you'll probably be "Logging a Call" or "Logging an Email."  Personally I would use "Log an email" for anything text based and "Log a call" for anything voice based.

 

Beyond that, include something that identifies the actual mode of communication in the fist line of your description, for example:  [twitter dm] or [instagram msg].  The really important pice is that everyone uses the same thing for each mode every time, then you can report on activities using twitter dm using a "contains [twitter dm]" filter.  Without that structure, its going to be impossible to know how many interactions you've had over Twitter.

 

If you don't care about counting these as "engagements" per se in reporting and just want to log them, use notes, but I still recommend using the [twitter dm], etc in the copy so you can find them later if needed.

- Trevor
If my post solves your problem, please accept it as a solution.