Viewing the Customer Communication Log
The communication log gives you a single, chronological view of every message ever sent to or received from a customer — across WhatsApp, email, the customer portal, and SMS. No more hunting across different inboxes to piece together what was said and when.
What the communication log shows
Every WhatsApp message — both manual messages you or your team sent and automated messages triggered by workflows.
All emails sent from Trade2Base including quotes, invoices, reminders, and campaign emails.
Portal messages — when the customer viewed their portal, accepted a quote, or made a payment.
SMS messages if your account has SMS enabled.
Automated messages are clearly labelled so you can distinguish them from messages your team wrote manually.
Accessing the log
Open the customer record
Go to Customers in the sidebar and search for or click on the customer.
Select the Communications tab
Inside the customer record, click the Communications tab. The full message history loads in a timeline sorted newest first.
Scroll through the timeline
Each entry shows the channel icon, timestamp, message preview or event description, and the sender (you, a team member, or Automated).
Filtering by channel and date range
Use the filter bar above the timeline to narrow down the log:
Channel filter — select one or more of WhatsApp, Email, Portal, or SMS to show only those message types.
Date range — pick a start and end date to zoom into a specific period, e.g. when a disputed job was carried out.
Filters combine — e.g. WhatsApp + last 30 days gives you only recent WhatsApp messages.
Clicking through to the original job or invoice
Many log entries are linked to a specific job, quote, or invoice. Click the View job or View invoice link alongside the entry to jump straight to that record. This saves time when you need to understand the full context of a message — for example, checking the invoice amount that was communicated alongside a payment reminder.
Message delivery status
Each message shows its delivery status:
Sent — the message left Trade2Base successfully.
Delivered — the message reached the customer's device (WhatsApp and SMS).
Read — the customer opened the message (WhatsApp only, where read receipts are enabled).
Failed — the message could not be delivered. Click the entry to see the reason and retry options.
Using the log to resolve disputes
If a customer claims they were never sent a quote, invoice, or reminder, the communication log gives you a timestamped, channel-specific record of every message. You can see exactly when it was sent, whether it was delivered, and whether it was read. This evidence is valuable for resolving payment disputes professionally and quickly without lengthy back-and-forth.
Exporting communication history
For legal, insurance, or compliance purposes you can export the full communication log for any customer:
Apply any filters you need
Set the channel and date range to capture the relevant period.
Click Export
Choose PDF (formatted for easy reading) or CSV (raw data for use in Excel or your legal team's systems).
Download the file
The export is generated immediately and downloads to your device. It includes message content, timestamps, channel, sender, and delivery status.
Tip
If you need communication history for a specific job (not just a customer), open the job record and go to its Activity tab — it shows all messages related to that job in the same format.
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