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.

Please 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.

Click here to access your Activity Type settings.

From here, you can use the Active Engagement flag to set whether or not 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 this article.

It's also possible to set Orders to be considered Active Engagement. Simple review the "Analyse Orders as Active Engagement" System Setting, to configure this click the link here.

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 here.

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!

Why not check out our guide on 'Identifying Customers that Need Engagement' for further information, here!