Interactions

Every touchpoint with a client lands on one timeline — the meetings, calls and notes you log yourself, emails you upload, and (with the Google Workspace or Microsoft 365 integration) the email out of your team’s mailboxes. A colleague picking up an account can read the history instead of asking around for it.

Where to find it

• Main menu Interacties (Interactions): every contactmoment, across all clients.
• The Contactmomenten (Interactions) panel on the client, project, task and contact pages.
• The E-mails te beoordelen (Emails to review) widget on your dashboard, with its Beoordeel alle … (Review all …) link.
• Instellingen → Contactmoment-typen (Settings → Interaction kinds): the kinds your team can log.

Caution

Interactions is a licensed module. Switch it on under Instellingen → Modules (it is listed there as Contactmomenten, and appears in the menu as Interacties) and make sure your licence covers it. Without cover the module goes read-only after the grace period: the timeline stays readable, but nothing new lands on it.

Logging an interaction

The Contactmoment vastleggen (Log interaction) button sits top right on Interacties, and the same form lives inside every Contactmomenten panel. In order:

• Type: from your own list. Email cannot be chosen here — only a real message may call itself one.
• Datum (Date) and Tijd (Time).
• Voeg aan mijn uren toe (Add to my hours): a checkbox above the subject. Time then becomes Van (From), a Tot (To) appears beside it, and the duration runs along; on save a time entry lands on your own timesheet, linked to this moment and carrying the client, project and subject. New moments only, and never for a note.
• Onderwerp (Subject): optional. Left empty, the row is titled by its kind (“Telefoongesprek”).
• Contactpersonen (Contact persons): everyone who was in it, not one person. Typing searches, an unknown name is created on the spot, and the first in the row is the lead. Filtering on someone finds the moments they were in, not only the ones they led.
• Gekoppeld aan (Linked to): Klant (Client), Project and Taken (Tasks). One email often answers three tickets, so an interaction can hang on several tasks: Nog een taak toevoegen (add another task) adds one. The first is the hoofdtaak (lead task; Maak dit de hoofdtaak switches it), and it decides the client. Pick a project or a task and the client is taken from it, which the field says out loud. Until a client is picked, a task in the picker says whose it is. The moment shows on every linked task, and a follow-up in the same conversation inherits all of them.
• Taak hiermee afronden (Close task with this): available on a linked task, with a choice of your completed statuses.
• Richting (Direction — Incoming, Outgoing or Not applicable) and Notities (Notes), rich text with @ mentions of colleagues and contacts.

The list

Interacties opens on Te beoordelen (To review): the emails waiting for your decision. The tab carries the count (“Te beoordelen 11”), also while you search or page, so you can tell an empty queue from a filtered one. That queue is yours by construction and holds nothing but email, so it carries no owner, kind or date filters. Alle (All, ?status=all in the URL) is the timeline of everything logged. A link from a client or project always lands on everything for that record.

On Alle sit a kind filter and the Vastgelegd door (Logged by) filter. That last one starts on Mijn contactmomenten (Mine) and Iedereen (Everyone) is one click away, but naming a specific colleague needs the View everyone’s interactions permission. For dates there is a week stepper (Vorige week, Deze week, Volgende week), a month picker and an explicit Van – Tot en met range with Datums wissen (Clear dates) beside it. Search covers subject, snippet and body. The columns are Onderwerp, Type, Gekoppeld aan, Vastgelegd door and Wanneer (Subject, Type, Linked to, Logged by, When).

Per row, ⋯ offers Bewerken (Edit), Verplaatsen / koppelen (Move / link, onto a different client, project or task, with inline create) and Verwijderen (Delete). On an email, Goedkeuren (Approve), Toewijzen… (Assign…), Afwijzen (Reject) and Aan gesprek toevoegen (Add to conversation) join them.

Email from Gmail and Outlook

With the Google Workspace (Gmail) or Microsoft 365 (Outlook) integration connected, schakl. polls the enrolled mailboxes every five minutes. Messages where a participant is a known contact land as Te beoordelen. The team then sees only the metadata: participants, subject and a snippet. Only on approval is the body fetched and shared. A colleague with both Gmail and Outlook is one colleague: a message is logged once, from the mailbox of the person it was addressed to.

A conversation sits in the queue as one row, with the number of messages still waiting. Open it and you see the whole conversation: what has already been logged and where it was filed, beside your own waiting messages. Hele gesprek goedkeuren (n berichten) (approve the whole conversation) gives the rest of the conversation the same links; rejecting can take the other waiting messages along too.

1. Open Interacties and click the Te beoordelen tab (or use the dashboard widget).
2. Click a row to read the message.
3. Goedkeuren shares the content, Toewijzen… first files it onto the right client or project, Afwijzen removes it.
4. Several at once: switch the checkboxes on with the ✎, tick rows (shift-click selects a run) and choose Approve, Assign or Reject. A ticked conversation counts as all its waiting messages, and the bar says how many messages that makes. You get a per-row outcome rather than all-or-nothing.

The policy lives under Instellingen → Google Workspace → Gmail-beleid (Gmail policy) and Instellingen → Microsoft 365 → Outlook-beleid (Outlook policy). Under Nieuwe gekoppelde e-mails (New matched emails) you choose between “Eigenaar keurt goed voordat de inhoud wordt vastgelegd” (the default) and “Direct vastleggen, inclusief inhoud”; Ook e-mail tussen collega’s oppikken is off by default, and internal email always waits for review.

Caution

Rejecting deletes the email from schakl. and stops it being logged again. With “Negeer ook toekomstige e-mails in dit gesprek” that applies to the whole conversation. There is no undo.

Caution

An email that has not been reviewed is private to its mailbox, not shared with the team. If more colleagues were on the message, it reaches each of their queues (“Uit de mailbox van Jan — je stond op deze e-mail, dus je kunt hem ook beoordelen”), and whoever decides first decides for all. An admin who was not on the message cannot decide about it: that escape deliberately does not exist.

The first poll of a newly connected mailbox imports nothing — it only records the starting point. Existing mail is not pulled in retroactively.

Uploading an email

Without a mailbox connection (or for a message from another mailbox) there is E-mail uploaden (Upload email). Export the message from your mail program as .eml; subject, participants, date, body and attachments are read out of the file and the formatting is kept. If the message is already on the timeline, schakl. says so and offers Toch vastleggen (Log anyway). Attachments that are too large or of a disallowed type are skipped, with a message telling you how many.

Conversations

Emails from one conversation fold into a single row on the list, with a message count. The detail window expands the whole conversation, and Toon eerdere berichten (Show earlier messages) reveals the quoted history. If a stray message belongs to it after all, Aan gesprek toevoegen glues it on by hand. A signature image belongs to the body rather than to the attachments; images loaded from an external server are dropped, because a tracking pixel is an image too.

Interaction kinds

Instellingen → Contactmoment-typen holds the vocabulary. It ships with E-mail, Online afspraak, Afspraak op locatie, Telefoongesprek and Notitie (Email, Online meeting, On-site meeting, Call, Note). You add your own with a Dutch and an English label and an ordering.

E-mail is a system kind: it can be relabelled but never deleted or deactivated. A kind already in use cannot be deleted either; deactivate it instead, so it disappears from the pickers while the history stays correct.

Permissions

Set per role under Instellingen → Rollen (Settings → Roles). By default:

Permission	What it does	Held by default
interactions.interaction.read	View interactions	Administrator, Member
interactions.interaction.read_all	View everyone’s interactions	Administrator
interactions.interaction.write	Log and edit	Administrator (any), Member (own)
interactions.interaction.delete	Delete	Administrator (any), Member (own)
interactions.interaction.review	Review logged emails (own mailbox)	Administrator, Member
interactions.kind.read	View interaction kinds	Administrator, Member
interactions.kind.manage	Manage interaction kinds	Administrator

The Client role holds none of these, so a client-portal login never sees the timeline. And review has no “anyone’s” variant: even with it, you only ever decide about email from your own mailbox, or an email you were on yourself.

Good to know

• Interactions cannot be imported or exported; this list carries no Export and Import buttons. Its selection mode offers reviewing only.
• A task can carry the requirement that it may only be closed with an interaction (“Contactmoment vereist”). Log the moment and tick Taak hiermee afronden.
• Deleting a project or a task leaves the interaction standing; only the link goes. So does the name of whoever logged it, even after that colleague leaves.
• Notifications: you can be alerted on An email is waiting for my review and I am mentioned in an interaction.
• A recorded meeting lands on the timeline as an interaction as soon as its minutes are in, with the contacts who were there, and follows every later edit of the minutes; see Meetings.

Read next

• Contacts — the people an interaction names
• Clients — the file that hosts the per-client timeline