Last Touch & Logging Contacts

Nothing kills a booking faster than silence. Last Touch shows you — right on your Leads and Clients lists — how long it's been since anyone on your team actually reached out, so a hot lead or an active client never quietly slips through the cracks.

Perfect for: agency owners keeping their team accountable, solo advisors juggling a full pipeline, and anyone who's ever thought "wait, when did I last talk to them?"

The "Last touch" column

On both the Leads list (Table View) and the Clients list, you'll see a Last touch column showing how recently the lead or client was contacted — e.g. "5 days ago", or Never if no one has reached out yet.

When it's been too long, the entry turns amber with a day count (e.g. 21d) — that's your cue to follow up.

What counts as "a touch"

The clock measures the last meaningful outreach from your team. It resets when you:

• Log a contact (a call, text, meeting, or email — see below)
• Add a note to the lead or client
• Send an email to them from JourneyFuse
• Send a proposal

It does not reset on automated messages (like payment reminders) or when the client emails you — because those don't mean an advisor has followed up. The number is an honest reflection of real outreach, not system noise.

Who shows up

Only live business is tracked, so the signal stays clean:

• Leads: any open lead (New, Contacted, or Proposal Sent). Won and lost leads drop off automatically.
• Clients: only clients with an active or upcoming trip (planning, deposited, paid, or traveling). A past client with nothing on the books shows a dash (—) and never gets flagged — they're not being neglected, just resting.

The "Stale" filter

Click the Stale pill in the filter bar to instantly narrow the list to just the leads or clients that have gone too long without contact. It's the fastest way to answer "who do I need to follow up with right now?" — for yourself, or for your whole team in Agency View.

Owners & admins: switch to Agency View and filter by agent to see exactly whose pipeline is going quiet.

By default, leads are flagged after 7 days without contact and clients after 14 days.

Logging a contact

When you talk to someone outside of email — a phone call, a text, a meeting — log it so it counts and your team has a record.

1. Open the lead or client.
2. In the notes box, open the dropdown (defaults to Note) and pick Call, Text, Meeting, or Email.
3. Type what happened ("Left a voicemail", "Confirmed cabin upgrade", etc.).
4. Click Log Call (or Text / Meeting / Email).

The entry appears in the timeline with a matching icon and a clear label like "Call logged", resets the Last Touch clock, and becomes part of the searchable history. Leaving the dropdown on Note saves an ordinary note, exactly as before.

For agency owners

Owners and admins get a bird's-eye view in Agency → Admin Overview → Accountability.

• Per-agent roll-up. A table of every agent showing their active clients, open leads, how many of each have gone stale, the count never contacted, and their oldest neglected relationship — sorted so whoever's furthest behind is at the top.
• "View activity" audit log. Click any agent to open a drawer showing what that agent actually did in the last 30 days — the contacts they logged, emails they sent, and actions they recorded. It's their work, not their clients' clicks, so it answers "is this person staying on top of their book?"

Each agent also sees a "Needs attention" card on their own dashboard — their personal stale leads and clients, most-neglected first, each linking straight to the record. Accountability that doubles as a to-do list.

Tuning the thresholds

The "stale" cutoffs are yours to set in Settings → Agency → Team & Portal → Accountability thresholds: how many days without contact before a lead (default 7) or an active client (default 14) gets flagged. Tighten them for a fast-moving pipeline, loosen them for long-lead-time luxury travel.

Tips

• Make logging calls a habit — it's the single best way to keep Last Touch accurate and your follow-ups honest.
• Pair the Stale filter with your morning routine: filter, work the list, watch the amber badges clear.
• The Last Touch column is sortable — click the header to bring the most-neglected relationships to the top.