Interactions

Interactions are a permanent, timestamped log of things that happened with or about a member. They are designed to create an uneditable record — once an interaction is saved, it cannot be edited or deleted.

Use interactions for anything you’d want to stand up as evidence or reference later: incidents, phone calls, contract discussions, warnings, complaints, and any other event that should be recorded formally.

Interactions vs notes

	Interactions	Notes
Purpose	Record events that happened	Store ongoing information to remember
Editable?	No — permanent once saved	Yes — edit or delete at any time
Examples	”Called member re: late payment”, “Injury incident report"	"Allergic to peanuts”, “10% discount agreed”

If you’re writing something down because it happened and you want a record of it, use an interaction. If you’re writing it down as a reminder for the future, use a note.

Log an interaction

1. Open the member’s profile.
2. Go to the Interactions tab.
3. Click New Interaction.
4. Enter a Title (required) — a short label like “Phone call” or “Incident report”.
5. Enter the Note (required) — the full details of what happened.
6. Click New Interaction to save.

Both the title and note are required. The interaction is immediately saved with a timestamp and the name of the staff member who created it.

Caution

Once saved, an interaction cannot be edited or deleted. Think carefully before saving — if you need to correct it, you’ll need to add a reply interaction with the correction.

Reply to an interaction

You can add a follow-up entry to an existing interaction. This is useful for recording what happened next — for example, if you logged a missed payment call, you could reply when the payment is resolved.

1. Open the member’s profile and go to the Interactions tab.
2. Click the interaction you want to follow up on.
3. Click Reply.
4. Enter a title and note for the follow-up.
5. Click New Interaction to save the reply.

The reply is saved as a new interaction linked to the original. Both are visible in the interactions list, and the reply shows “Replying to: [original title]” on its detail page.

Viewing interaction history

Go to the member’s Interactions tab to see all interactions in chronological order. Each entry shows the title, date, and the staff member who logged it.

Click any entry to view the full note.

Who can see interactions

Viewing interactions requires the View Members (Full) permission. Creating interactions requires the Create Member Interactions permission. Check your role settings if you can’t see or create interactions.

Interactions are never visible to the member through the member portal.

Good examples of interactions to log

• A phone call discussing a late payment or renewal
• A meeting where a contract or exception was agreed upon
• An incident during class (injury, conflict, behaviour concern)
• A warning issued to a member
• Any in-person conversation you want on record

Next steps

• Notes — for editable, ongoing information
• Logs — the full audit trail of every change made to member records (Professional & Enterprise)
• Members overview — understand the full member profile