Touchpoints

Touchpoints capture every meaningful interaction with a client — calls, emails, meetings, site visits. They're the raw material for health score calculations and quiet account detection.

What a touchpoint is

A touchpoint is any recorded interaction between your MSP and a client contact. It's distinct from a QBR (which is a formal structured review). Touchpoints capture the day-to-day communication that builds relationships and surfaces client needs.

Touchpoints contribute to two health score signals: days since last QBR(via the QBR module) and days since last decision-maker contact (via touchpoints with decision-maker contacts).

Touchpoint types

Direction

Every touchpoint is either Outbound (you initiated it) orInbound (the client reached out). This distinction matters for reporting: a high volume of inbound contacts (the client always calling you) can indicate service delivery problems or a demanding client. A healthy relationship typically has a mix of proactive outbound and client-initiated inbound.

Logging a touchpoint

From any account's Touchpoints tab, click Log Touchpoint. Fields:

• Type (Call, Email, Meeting, etc.)
• Direction (Outbound / Inbound)
• Contact — which client contact this interaction was with (optional but recommended)
• Subject — brief description of the interaction topic
• Occurred At — defaults to now, but can be set to a past date
• Notes — full context of what was discussed
• Outcome — what was agreed, decided, or followed up
• Account Manager Activity toggle — flag if this was a strategic Account Manager conversation

How touchpoints affect health scores

The days since last decision-maker contact signal (10% of the health score by default) tracks the most recent touchpoint where the linked contact has a decision-maker role (Executive Sponsor, Budget Owner, or Technical Decision Maker).

If the last executive contact was 180 days ago, that signal scores poorly regardless of how many IT Admin interactions you've had. Make sure you're regularly touching the right people at each client.

Quiet account detection

The Quiet Account workflow template (when active) fires when an account has had no PSA tickets AND no touchpoints in the past 45 days. A quiet account isn't necessarily unhappy — but it's invisible, which is a risk.

When triggered, the workflow notifies the assigned AM and creates an outreach task. The threshold (45 days) is configurable in the workflow settings.

Sending emails as touchpoints

You can send an email directly from Breadbox to any contact with an email address. Click the email icon on a contact row (in the account's Contacts tab or the contact detail page) to open the email compose modal.

When you send an email, a touchpoint is automatically created (type: Email, direction: Outbound) with the subject and body logged. This means your email history is captured in the touchpoint timeline without manual logging.

@Mentions in notes

When logging a touchpoint, type @ in the notes field to mention a team member. A dropdown will appear showing your organization's members — select someone to insert an @mention.

Mentioned users receive an in-app notification with a link to the touchpoint. This is useful for flagging a conversation to a colleague (“@Sarah — client mentioned budget concerns”) without needing to send a separate message.

Account Manager activity view

On the QBRs page, there's a dedicated Account Manager Activity tab that shows all touchpoints flagged as Account Manager activity across all accounts. This gives the Account Manager a single view of all their strategic client interactions — separate from the general account management work.

On an individual account's Touchpoints tab, use the toggle to filter between “All Touchpoints” and “Account Manager Activities Only.”