TABLE OF CONTENTS

Summary


The Activity Log captures all communication and updates related to a case. It includes:

  • Automatic logging of platform activity (e.g. secure web form requests, EIV form requests, case status updates, client uploads)

  • Manually added activity, such as phone calls, emails, or SMS messages

  • Conversational notes and replies between team members


Logged Activity


The log updates automatically when actions are taken within the case, including:

  • A team member sends a request to your client through the platform

  • The client uploads documents

  • The case status changes


You can also manually log interactions that happen outside the platform, such as:

  • Phone calls

  • External emails

  • SMS messages


This ensures all client and internal communication is tracked in one place.




Adding a Manual Activity Log

To manually log an activity:

  1. Click Add activity

  2. Select the activity type (Email, Call, SMS)

  3. Adjust the timestamp if needed

  4. Enter your note

  5. Click Save activity

To edit a log, hover over it and click the pen icon. To delete, click the trash icon.




Using Notes in the Activity Log


You can add notes directly in the Activity Log to communicate with your team. Notes support:

  • Threads: Reply to notes to build a conversation within the case
  • Mentions: Use @ to tag a team member who has access to the case; they receive a notification
  • Contextual collaboration: Keep case-related discussions in one place

Use notes to flag issues, ask questions, or record internal context without leaving the case view.




How to Add a Note 


  1. Click Add note
  2. Type your note (you can adjust the text style, create lists, and add links if needed — there’s no character limit)
  3. (Optional) To tag a team member, type @ and select their name from the dropdown. This sends them an in-platform notification and a link to your note*
  4. Click the blue submit icon


Once submitted, the note becomes un-editable, but you can reply to it to build a conversation thread within the case.


*If the person you'd like to tag doesn’t appear in the list, please reach out to your Platform Admin to review their office and permissions.



To reply to an existing note/thread, click Reply.


 



Note Mention Notifications 


When you're tagged in a note, you'll receive an in-platform notification that links directly to the thread, so you can easily view and respond.


You can dismiss the notification by clicking Mark as read.