Unified Communications

Unified Communications in SalesOS brings every customer interaction into a single, chronological timeline. Rather than switching between your email client, phone system, chat platform, and LinkedIn inbox, you can view the complete communication history for any contact, deal, or account in one place. This gives your team full context before every conversation and ensures nothing falls through the cracks.

What Is Unified Communications?

Unified Communications aggregates all inbound and outbound interactions across multiple channels into a single view. SalesOS automatically collects, timestamps, and threads conversations from:

• Email -- Messages sent and received via connected email accounts (Gmail, Outlook, SMTP).
• Phone calls -- Logged calls with duration, direction, and optional recordings.
• Chat and messaging -- SMS, WhatsApp, and in-app chat messages.
• LinkedIn -- InMail and connection messages synced from LinkedIn Sales Navigator.
• Meetings -- Calendar events with notes, recordings, and attendee information.

Each interaction is linked to the relevant contact, account, and deal records so that every team member sees the same complete picture.

Accessing Unified Communications

There are several entry points to the Unified Communications timeline depending on your workflow.

Per Contact

Open any contact record and select the Communications tab. This displays every interaction with that individual across all channels, sorted by most recent first.

Per Deal

Navigate to a deal record and select the Activity tab, then toggle to the Communications view. This shows all interactions involving any contact associated with that deal, giving you a comprehensive view of multi-threaded deal conversations.

Per Account

Open an account record and select the Communications tab. This aggregates communications across all contacts within that account, useful for understanding organizational engagement and identifying which stakeholders are actively engaged.

Global Inbox View

Navigate to Communications from the left sidebar to access the global unified inbox. This view shows all recent communications across your pipeline, with filters to narrow by rep, account, channel, or time range.

Communication Timeline View

The timeline presents each interaction as a card within a vertical, chronological stream. Each card includes:

Clicking on any timeline card expands it to show the full content, including complete email bodies, full call transcripts, or meeting notes.

Channel Indicators

Each communication type is visually distinguished with consistent iconography and color coding throughout SalesOS.

Email

Displayed with an envelope icon and a blue accent. Email threads are grouped by conversation, showing the most recent reply at the top with older messages collapsible underneath. SalesOS tracks open and click events when using tracked email features, displaying engagement indicators on the timeline.

Phone

Displayed with a phone icon and a green accent. Call entries show direction (inbound or outbound), duration, outcome (connected, voicemail, no answer), and any associated recording or transcript. If Conversation Intelligence is enabled, analyzed calls display sentiment badges and key topic tags.

Chat and Messaging

Displayed with a chat bubble icon and a purple accent. Chat messages appear individually or in threaded groups when multiple messages occur within a short time window. SMS and WhatsApp messages retain their original formatting including emoji.

LinkedIn

Displayed with the LinkedIn logo and a navy accent. InMail messages and connection request messages sync automatically when LinkedIn Sales Navigator is connected. Connection status changes (accepted, pending) are also logged.

Meetings

Displayed with a calendar icon and a gold accent. Meeting entries include the event title, attendees, duration, and any attached notes or recordings. Completed meetings with Conversation Intelligence analysis show a link to the full analysis.

Filtering by Channel or Date Range

The timeline supports multiple filter dimensions to help you find specific interactions quickly.

Channel Filter

Use the channel filter chips at the top of the timeline to show or hide specific communication types. You can select multiple channels simultaneously:

• All -- Show every communication type (default).
• Email -- Show only email threads.
• Calls -- Show only phone interactions.
• Messages -- Show only chat and SMS messages.
• LinkedIn -- Show only LinkedIn communications.
• Meetings -- Show only calendar events and meeting notes.

Date Range Filter

Use the date range selector to narrow the timeline to a specific period:

• Last 7 days -- Recent activity for quick catch-up.
• Last 30 days -- Monthly overview of engagement.
• Last 90 days -- Quarterly communication patterns.
• Custom range -- Select specific start and end dates using the date picker.

Direction Filter

Filter by communication direction:

• All -- Both inbound and outbound (default).
• Inbound -- Only communications initiated by the contact or external party.
• Outbound -- Only communications initiated by your team.

Search

Use the search bar within the timeline to find specific conversations by keyword. Search indexes subject lines, message bodies, call notes, and participant names.

Inline Actions

Each communication card in the timeline supports contextual actions without leaving the page.

Reply

For email communications, click Reply to open a compose window pre-populated with the recipient, subject line (with Re: prefix), and quoted original message. The reply is sent through your connected email account and automatically logged in the timeline.

Forward

Click Forward to share a communication with a colleague or external party. The original message content is included, and you can add a note before sending.

Log Activity

Click Log Activity on any communication to create a linked activity record. This is useful for tagging communications with specific activity types (e.g., "Discovery Call," "Proposal Follow-up") that feed into pipeline analytics.

Create Task

Click Create Task to generate a follow-up task from a communication. SalesOS pre-fills the task description with context from the communication and links it to the relevant contact and deal.

Add Note

Click Add Note to attach internal notes to any communication. Notes are visible only to your team and do not get sent externally. Use notes to capture context, flag important details, or leave instructions for colleagues.

Communication Gaps Detection

SalesOS actively monitors your communication patterns and alerts you when engagement with a contact or deal goes silent for too long.

How It Works

The system tracks the time elapsed since the last communication for each active deal and contact. When the gap exceeds configurable thresholds, SalesOS generates alerts.

Alert Thresholds

Default thresholds (configurable per pipeline stage):

Where Alerts Appear

Communication gap alerts surface in multiple locations:

• Deal record -- A warning banner appears on deals with communication gaps.
• Dashboard -- The daily briefing highlights deals at risk due to silence.
• Notifications -- Push and email notifications alert assigned reps.
• Pipeline view -- Deals with gaps display a clock icon in the Kanban view.

Configuring Thresholds

Administrators can adjust gap thresholds by navigating to Settings > Communications > Gap Detection. You can set different thresholds per pipeline stage, deal value tier, or account priority level.

Threading and Conversation Grouping

SalesOS intelligently groups related communications into conversation threads, making it easier to follow multi-message exchanges.

Email Threading

Emails are threaded using standard headers (In-Reply-To, References) as well as subject-line matching. A thread shows the most recent message expanded with previous messages collapsed beneath it. The thread header displays the total message count and the span of time the conversation covers.

Cross-Channel Threading

When communications about the same topic span multiple channels, SalesOS links them into a unified conversation group. For example, if a prospect emails you, you respond by phone, and then they follow up on LinkedIn, all three interactions appear in the same conversation group with visual connectors showing the channel transitions.

Manual Linking

If the system does not automatically group related communications, you can manually link them by selecting multiple timeline items and clicking Group as Conversation. You can also unlink incorrectly grouped items.

Integration with Conversation Intelligence

Unified Communications works hand-in-hand with Conversation Intelligence to enrich your communication timeline.

Automatic Enhancement

When a phone call or meeting has been analyzed by Conversation Intelligence, the timeline card displays additional insights:

• Sentiment badge -- Positive, Neutral, or Needs Attention indicator.
• Key topics -- Tags showing the main subjects discussed.
• Action items -- Detected next steps extracted from the conversation.
• Competitor mentions -- Flags when competitors were discussed.
• Buying signals -- Indicators of purchase intent or objections.

Deep Link to Analysis

Click View Full Analysis on any enhanced communication card to jump directly to the Conversation Intelligence detail view, where you can review the full transcript, sentiment trends, and coaching recommendations.

Communication Scoring

SalesOS assigns a communication health score to each deal based on:

• Frequency of interactions across channels.
• Balance of inbound vs. outbound communications.
• Sentiment trends over time.
• Response time patterns.
• Stakeholder coverage (how many decision makers are engaged).

This score appears on the deal record and factors into overall deal health calculations.

Syncing and Data Sources

Supported Integrations

Sync Frequency

Communications sync in near real-time for most integrations:

• Email: Syncs every 1 to 2 minutes via push notifications (webhook) or polling.
• Calls: Logged immediately upon call completion.
• Meetings: Synced from calendar in real-time; recordings process within 5 to 15 minutes after the meeting ends.
• LinkedIn: Syncs every 15 minutes.

Privacy and Visibility

Communications respect your organization's privacy settings:

• Private by default: Only the rep involved in a communication sees it, plus managers and admins.
• Team visible: Optionally share communications with the entire deal team.
• Restricted: Sensitive communications can be marked as restricted, visible only to the owner and admins.

Best Practices

• Connect all channels early. Set up email, phone, and calendar integrations during onboarding so that the timeline starts building history immediately. The more data SalesOS has, the better its gap detection and scoring work.

• Use the per-deal view before every meeting. Review the full communication timeline for a deal before any call or meeting. This ensures you have context on what was discussed previously, who said what, and what commitments were made.

• Act on gap alerts promptly. Communication gaps are one of the strongest predictors of deal stall. When you receive a gap alert, reach out within 24 hours even if it is just a brief check-in message.

• Log non-digital interactions manually. If you have an in-person meeting or a hallway conversation, use the Log Activity feature to capture it in the timeline. This keeps the record complete for your team.

• Leverage cross-channel threading. When a prospect goes quiet on email, try reaching out on a different channel. The unified timeline helps you see which channels a contact is most responsive on.

• Review communication health scores weekly. Use the deal-level communication score as an early warning system during pipeline reviews. Deals with declining scores deserve immediate attention.

• Set stage-appropriate gap thresholds. Work with your sales manager to define gap thresholds that match your sales cycle. A complex enterprise deal may tolerate longer gaps than a transactional sale.

• Keep internal notes on the timeline. Use the Add Note feature to document context that is not captured in the communications themselves, such as intel from a colleague, a stakeholder's preferences, or strategic considerations for the account.