Inside a client record: the tabs, the Timeline, and logging a touch (call, text or chance meeting) that happened off-app

You took the call on your own mobile. You met them in person at a venue while loading in. You ran into a previous client at the mall and they mentioned their daughter is getting married next spring. None of it went through KM Hub, so none of it landed anywhere in KM Hub - and the question that follows is always some version of how do I record that I called a client, I want to log a call I made from my own phone, I met them in person and I need to record that I spoke to them in person, or I just want to note that I spoke to them. One customer sent us the whole request word for word: Can you add to the contact page a "Touch" option, so we can write a comment on how and why we reached out to someone, including real person contact such as running into a previous client at the mall, and maybe schedule a follow-up time so a new opportunity is not missed. You can. It is called Log a touch, it has been on every client record since 28 July 2026, and this article covers it along with the rest of the Client Detail page.

Log a touch: the contact that happened offline

Your Emails and SMS tabs only hold what actually moved through KM Hub. That is why a phone call from your own handset, a conversation at a bridal show, or a message on Instagram used to leave no trace at all - there was simply nowhere for it to go. A logged touch is the row that fixes that. You write what happened in your own words, and it joins the same client timeline as the bookings, emails and texts, so what you read back later is the whole relationship rather than only the digital half of it.

How to log a call, a text, or a chance meeting

1. Open Clients in the sidebar and click the client's row. You land on their Client Detail page.
2. Click Touch (the handshake icon) in the row of action buttons at the top of the page, between SMS and Edit. KM Hub moves you to the Timeline tab and opens the Log a touch panel there, because the Timeline is where what you write is about to appear. If you are already on the Timeline tab, use the dashed + Log a touch you had with ... button at the top of it instead.
3. Pick how it happened: Phone call, In person, Text message, Email, Social / DM, Post / card, or Something else.
4. Under What happened?, write how and why you reached out. It is free text on purpose - a dropdown could never hold her daughter's bat mitzvah is next spring, said to call in the new year. One sentence is enough; it is what you will be reading in a year. The Log it button stays greyed out until you have written something, so a note is the one thing you cannot skip.
5. Check When. It starts on today, and you can set it back to the day the conversation actually happened - people write up Tuesday's chat on Thursday morning, and the record should say Tuesday. Future dates are not accepted.
6. Optional, and the part worth doing: tick Remind me to follow up, pick a Follow up on date, and type the line you want to see on that day.
7. Click Log it. You get a Touch logged confirmation and the entry appears on the Timeline straight away.

Things worth logging, all of which this panel is built for: a phone call you made or took on your mobile, a chat at a wedding expo or bridal show, a conversation with the coordinator at a venue, a card you put in the post, a direct message on Instagram, and yes - running into a previous client at the mall.

Set a follow-up date so a new opportunity is not missed

The follow-up date is the reason this feature exists, so treat it as part of the job rather than an extra. When you tick Remind me to follow up and choose a date, KM Hub writes a real task on your Tasks page, due that day and linked to this client, named with whatever line you typed (leave it blank and it reads Follow up with and the client's name). It is not a second reminder system buried inside the contact - it is the same task list you already work from. The floating + quick-create menu now has a Tasks entry that takes you straight there, and the article Tasks: track to-dos tied to bookings and clients covers how that list works.

One thing to expect, because it catches people out: the follow-up task appears on the Tasks page, but the touch itself does not. The touch lives on the client's record. If you go hunting for ran into her at the mall in your task list you will not find it - open the client and read the Timeline.

Where a logged touch shows up

On that client's Timeline tab, in date order among the bookings, emails and texts, sorted by when the contact happened rather than when you typed it up. Each entry opens with a plain past-tense verb for the channel you picked - Called, Spoke in person, Texted, Emailed, Messaged, Sent something, or Reached out - followed by your note, and ending with (follow-up set) when you set one. It is also the answer to how do I keep track of when I last contacted someone: open the client and read the top of the Timeline.

What Log a touch does not do

• It sends nothing. No email leaves, no text goes out, and the client is never notified. It records something that already happened. To actually contact someone, use Email, Call, SMS or Re-engage.
• The Email and Call buttons are not a log. Almost everyone tries this first and it is a dead end: Call hands the number to your phone and Email opens a new message in your mail app. Neither one writes a word to the record. Skip that route and use Touch.
• It is on client records only. The venues, vendors and other entries in the Contacts directory do not have Log a touch. The nearest thing there is the notes field on the contact, which is standing context rather than a dated event, and it does not build a timeline.
• A logged touch cannot be edited or deleted from the Timeline. If you log one against the wrong client or with the wrong date, log a corrected entry, and submit a ticket if the wrong row needs removing for you.

The header: act fast, see the essentials

The top of the page is built for the moment a client calls and you need context now:

• Action buttons: Email, Call, SMS, Touch, Edit, and Re-engage (which drafts a re-engagement email with AI). Email and Call are greyed out when there is no email address or phone number on the record.
• The star: puts this client in your Inner Circle, the track where their touches are never automated past a draft.
• Stat cards: four numbers summarize the relationship - Total Revenue (what they have paid you overall), Outstanding (what they still owe), Events (how many events they have with you), and Status (where they stand with you right now).

The tabs

• General: contact information, the details card (type, source, who referred them, tags), occasions, and your custom fields.
• Events: every event connected to this client, with a persistent + Add event button.
• Finances: this client's money in one place - Invoiced, Paid and Outstanding totals across the top and every invoice underneath, each one clicking through to the event it belongs to.
• Timeline: the running history of this relationship. Bookings, emails and texts land here on their own, and the touches you log by hand sit in the same stream alongside them.
• Emails: the email history with this client in one place.
• SMS: the text-message history.
• Documents: every document tied to this client.
• Event Planning: planning forms live on each event, so this tab lists the client's events and opens each one straight on its planning questionnaire.
• Portal: the client's portal link and portal settings (more below).
• Website Submissions: forms this client submitted through your website.

Because the Emails, SMS and Documents tabs each hold everything KM Hub has for this one person, you rarely have to dig through your general inbox to reconstruct a conversation - open the client, open the tab, and it is there. What those tabs cannot know about is the contact that happened away from the app, which is exactly the hole Log a touch fills.

If a tab you expect is missing from the strip, it is almost certainly hidden rather than gone. Go to Settings > Layout > Customize tab layout and turn it on: a floating pencil button appears on every page with tabs, and tapping it lets you reorder tabs and show or hide them.

Editing the client's details

The Edit button opens the Edit Client panel, which covers the core fields:

• Name, Email, Phone
• Type: pick one you already use elsewhere in your account, or type a new one.
• Source: where this client came from, useful later in your reports.
• Referred by: the client who sent them your way. Choosing a referrer fills an empty Source with Referral for you.
• Tags: comma-separated labels for grouping and finding clients your own way.

Click Save Changes and the record updates immediately.

Custom fields and occasions

Beyond the standard fields, the General tab carries a custom fields card, so you can track the details that matter to your specific business (dietary notes, gate codes, preferred first-dance song) directly on the client. Next to it sits Occasions: dates worth a personal touch, such as a child's birthday or an anniversary. They surface at the right moment and nothing sends automatically.

Portal access

The Portal tab holds one login-free link for this client, showing their upcoming events, invoices, contracts, quotes and questionnaires. You can Copy link, Send by email (which needs an email address on the record), or Regenerate - and regenerating creates a fresh link and revokes every link you shared before, so use it deliberately. Underneath, Client Portal Settings gives you toggles for Portal Access, Song Requests, Planning Forms, Documents and Timeline. Those settings live on an event, so if the client has no booking yet you will be told to create one first.

A workflow worth adopting

Before any client call, open their record first. The stat cards tell you instantly whether money is outstanding, the Timeline shows what happened last, and the Emails and SMS tabs give you the exact words of the last conversation. Thirty seconds of reading makes you sound like you never forgot a thing. Then, when you hang up - or when you get home from the mall - click Touch, write your sentence, and set a follow-up date. The person that habit protects is future you.

If Touch is not on the page

KM Hub runs in your browser, so there is nothing to install or update. A hard refresh (Ctrl+F5 on Windows, Cmd+Shift+R on a Mac) is enough to pick up the current version. If the Timeline tab is missing from the tab strip, check the customize-tabs note above, since a hidden tab looks exactly like a missing one. If Touch still is not in the header on a client's page after that, submit a ticket from this help center with the client's name and a screenshot of the top of the page, and we will look at your account directly.

Still stuck? Submit a ticket from this help center and we'll take it from there.