When adding notes to your CRM records, you can select an Interaction Type such as General Note, Incoming Call, Customer Meeting etc. Not all of these Interaction Types will be deemed as an Active Engagement (and therefore shouldn't affect the Needs Engagement tile on the Account Manager Dashboard). For example, 'Failed to Contact' would not be a form of Active Engagement. This article will explain the steps on how to mark Interaction Types as Active Engagement.
📌Note: Changing an interaction type to Active Engagement will not retroactively update any records that have already added activities using these types. It will only take effect on new activities added after the change.
Prerequisites
You'll need CRM Admin rights to follow the steps in this article
If you haven't created your Interaction types yet, learn more on setting these up here.
Step 1: Access Activity Setting
Navigate to your Activity Type settings.
Step 2: Setting Active Engagement Flag
From here, you can use the Active Engagement flag to set whether each Activity Type is an Active Engagement, which will dictate whether these are accounted for on the Needs Engagement tile on the Account Manager Dashboard. Once you click 'Yes' or 'No' next to each Activity Type, it'll save automatically.
To learn more about how to identify customers that need engagement, check out Identifying Customers that Need Engagement.
Step 3: Setting Orders as Active Engagement
It's also possible to set Orders to be considered Active Engagement. Simply review the "Analyse Orders as Active Engagement" System Setting, to configure this click the link here.
Engagement Report
The Active Engagement option is perfect if you need to collect data on which companies have had activity or perhaps which customers haven't had any engagement recently. This is great for retaining customers and increasing their CLTV, which you can learn more about on the Introduction to the Growth Formula, the Growth Model & the Growth Playbook.
Engagement Report Example
You can use filters to identify companies with no recorded activity in the last 12 months by setting a date-based condition on the Last Active Engagement field. Specify that the Last Active Engagement is older than 12 months or include companies where the field is empty to capture those with no recorded activity ever.
You can use the fields 'First Active Engagement' and 'Last Active Engagement' to build this report. Or for ease, have a look at our default 'Customers due for engagement' report found on the Account Manager Dashboard! To refine your report further, apply filters to the Last Active Engagement field. For instance, set conditions to display companies with engagement older than a specific time frame or those with no recorded activity.
Practical Guide: Filtering Reports Using Active Engagement Data
To effectively utilise the Active Engagement data configured in your CRM, follow these steps:
Open the relevant report in your CRM system.
Locate the filter settings for the report.
Apply a date-based condition on the Last Active Engagement field:
Specify a time frame, such as engagements older than 12 months.
Optionally, include records where the Last Active Engagement field is empty to identify entities with no recorded activity.
By applying these filters, you can generate targeted reports that provide actionable insights into customer and user activity.
