Timeline & Communications

introduction the timeline & communications feature provides a streamlined way to track communication and activity across all order types within sparklayer, including docid 8a4opninduyfs3pup tuo (if enabled) it displays messages, internal notes, and order events, and related email notifications in one centralised area the timeline is shown on supported order types such as standard b2b orders, sales assisted orders, quotes and draft orders created by sales agents when enabled, both the customer and the sales team can send messages, view updates, and maintain a complete audit trail as the order progresses getting started to begin using timeline & communications, you will need to enable the feature within the sparklayer dashboard settings → configurations → enable timeline & communications once enabled, the timeline will appear within the order details page for all supported order types please note the purchase notifications row will only become editable if either 'quoting' or 'enable timeline & communications' is turned on if both features are turned off, the notifications row will remain greyed out features the timeline & communications feature supports the following actions item details messages customers and sales agents can send messages relating to an order internal notes sales agents can save internal notes that are hidden from customers order actions key actions such as creation, updates, and status changes are tracked audit log a detailed history of edits made to the order email notifications notifications are sent when a message is added to an order visibility all communication and activity appears in a centralised timeline view notifications to manage notifications, go to the purchase notifications row (located under timeline & communications toggle) and click edit you can then enter one or more email addresses to notify when purchases or messages update and there is no sales agent assigned notifications for timeline & communications use the same configuration method as docid 8a4opninduyfs3pup tuo email notifications sent the following notifications are triggered when timeline & communications is enabled notification sent to details buyer message sales agent (if assigned), additional email addresses, or store fallback (managed under docid\ gznstztqcrfflfzstaw0n ) sent when the buyer sends a message on an order sales agent message customer sent when a sales agent sends a message on an order please note general order activity will not trigger a notification only a new message will trigger a notification email email template content is managed within the docid\ lgaqbw6zegoy319o1lskd section of the sparklayer dashboard you can access this by going to settings → templates managing the timeline the timeline appears within the order details page and lists all communication and activity in chronological order timeline activities item details order actions order creation, updates, and status changes customer messages messages sent by the customer sales agent messages messages sent by the sales agent internal notes private notes saved by the sales agent order edits a detailed audit record of changes such as quantity or pricing updates adding messages when viewing an order, a message box is displayed within the timeline customers can send messages directly to the sales team sales agents can choose to send message (visible to customer) save internal note (visible only to sales agents) please note internal notes appear in a yellow box and are not sent to the customer frequently asked questions which plans include timeline & communications? timeline & communications is available on all sparklayer plans timeline & communications does not require the docid 8a4opninduyfs3pup tuo to be enabled do i need to enable quoting to use the timeline? no the timeline & communications feature can be enabled independently can i disable the timeline for specific customer groups? no when the timeline & communications feature is enabled, it will appear on all supported order types for all customers will order activity trigger notifications? no only new messages will trigger notification emails general order activity will not trigger a notification are internal notes visible to customers? no internal notes are only visible to sales agents and will not send a notification does this replace shopify order notes? no shopify order notes remain unchanged the timeline provides additional clarity within sparklayer coming soon new feature details reply to messaging this will allow customers and sales agents to reply directly to email notifications for both quotes and orders when an email reply is received, the message will automatically appear in the timeline and will notify the other party accordingly custom domain custom domain functionality will be launching allowing you to connect your specific domain to notifications (you\@yourstore com) this will be made available for the pro and enterprise plans to register your interest in either of these new features and to receive updates, please email product\@sparklayer io f eedback we've love to know if you have feedback on sparklayer timeline & communications let our team know by emailing product\@sparklayer io