Timeline & Communications

introduction the timeline & communications feature gives your team and customers a single place to track all order related communication and activity in sparklayer (including docid 8a4opninduyfs3pup tuo ) it brings together messages between customers and your sales team internal notes for private team only context order events such as edits, status changes, and approvals email notifications to keep everyone up to date all updates are displayed in a clear, chronological timeline so you always have a complete audit trail as orders progress the timeline appears on supported order types, including standard b2b orders sales assisted orders (via docid\ uw8mdbmefwwkqzrvb5cqx ) quotes draft orders created by sales agents (via docid\ uw8mdbmefwwkqzrvb5cqx ) when enabled, both customers and your internal team can send messages, track updates, and collaborate more efficiently want to test out this feature? head over to our https //demo sparklayer io/pages/b2b login register and give it a go! getting started to get started, simply enable the feature within your sparklayer dashboard settings → configurations → enable timeline & communications once enabled, the timeline will appear within the docid\ lqxani7ivdqna09d9soap > order details page for all supported order types please note the purchase notifications settings can only be edited if at least one of the following features is enabled quoting timeline & communications if both are disabled, the notifications row will remain unavailable features the timeline & communications feature supports the following actions item details messages customers and sales agents can send and reply to messages directly from the order internal notes sales agents can add notes that are only visible to your internal team order actions key order updates such as creation, changes, approvals, and status updates are automatically recorded audit log a detailed history of edits made to the order email notifications team members and customers (where enabled) receive notifications when new messages are added visibility all communication and activity appears in a centralised timeline view notifications to manage notifications, go to settings → configurations and locate the purchase notifications row beneath the timeline & communications toggle click edit to add one or more email addresses that should receive alerts when new messages are posted and no sales agent is assigned to the order 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 assigned sales agent (if set), any additional notification email addresses, or a fallback store inbox (configured under docid\ gznstztqcrfflfzstaw0n ) triggered when the buyer sends a message on an order sales agent message customer triggered when a sales agent sends a message on an order it's also possible to automatically redirect a customer or sales agent directly to the order details view on the website by enabling a special sparklayer redirect you can learn more about how this works in docid\ lqxani7ivdqna09d9soap 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\ gznstztqcrfflfzstaw0n section of the sparklayer dashboard you can access this by going to settings → templates managing the timeline the timeline appears on the order details page and displays all communication and activity in chronological order, giving your team a complete, real time overview as orders progress timeline activities item details order actions order creation, updates, and status changes customer messages messages sent by the customer via the order timeline sales agent messages messages sent by the assigned sales agent or internal team internal notes internal notes saved by sales agents that are not visible to the customer order edits a detailed audit record of modifications such as quantity, pricing, or item changes 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 are displayed in a separate highlighted style and are never shown 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 customers and sales agents will be able to reply directly to order or quote notification emails email replies will automatically appear in the timeline and notify the other party custom domain support for custom “from” email addresses (e g mailto\ you\@yourstore com ), available on pro and enterprise plans helping ensure notifications match your brand 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