Hello. As part of our reporting, we include Comments and Emails that our agents include in Contact and Lead records. For example, if an agent notes in the Feed that they stopped by a client's home and spoke to them, we want to count that as a touchpoint/activity.
Currently in the activity dashboard we can easily calculate the OOB activity such as calls, appointments, tasks, but we cannot connect to the comments and emails directly for the dashboard.
Is there a way to do so without a developer stepping in?
Thanks very much, Susan
PS We are still in Classic UI on v 8.3.1.4498
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Hello!
By default, the standard Activity dashboard can only calculate out-of-the-box activities such as calls, appointments, and tasks. Feed comments are not treated as Activities, and therefore cannot be connected to the dashboard directly. Reporting can only show that a specific user created a certain number of Feed entries, which does not fully reflect meaningful report data.
You can configure a no-code business process that is triggered whenever a new comment is added to a Feed. The process can automatically:
- Create a new Activity record (for example, an Internal Note or Comment)
- Link the Activity to the related Contact or Lead
- Once created, these Activities become part of standard reporting and are counted as touchpoints alongside calls, tasks, and appointments.
Emails in Creatio are already handled as Activities out of the box: https://academy.creatio.com/docs/8.x/creatio-apps/creatio-basics/communications/working-with-emails#title-749-9.
To ensure they appear correctly in dashboards and reports, incoming and outgoing emails simply need to be properly linked to the relevant Contacts or Leads. If needed, this linkage can also be reinforced using business processes—again, without any custom development.
After Feed comments and emails are represented as Activity records, your standard dashboards and reports can include all engagement types in a unified way.