Every outreach attempt — whether you reached someone or not — should be logged in KeepSight. Contact logs drive the pipeline: they satisfy the “first contact” gate, determine when a client is overdue, and trigger the “needs decision” threshold when you’ve tried enough times.
Logging a contact
From a client’s record or directly from the workbench, click Log Contact. You’ll record:
- Method — Phone, email, text, or in-person
- Outcome — Spoke with parent/guardian, left voicemail, no answer, email sent, etc.
- Disposition (if you spoke with someone) — All info received, still need information, scheduled callback, referred out
- Notes — Free text for anything relevant
How contact logs affect the pipeline
Your first contact log on a client satisfies the First Contact gate, which may be required before advancing from the Inquiry stage.
The total number of contact attempts is tracked. When you hit the maximum contact attempts configured for the pipeline (e.g., 5 tries), the client moves to “Needs Decision” in your workbench — you’ll have to decide whether to keep trying, snooze, or remove them.
The timestamp of your most recent contact determines whether a client shows as overdue. If the follow-up interval is 7 days and your last contact was 10 days ago, the client appears in the overdue tier.
Things to know
- Log every attempt, even unsuccessful ones. “No answer” counts toward the max attempt threshold.
- Contact logs are permanent — they form part of the client’s activity timeline and can’t be deleted.
- The follow-up interval and max contact attempts are configured by your admin in Settings → Pipeline.