Keap Business Line is now a legacy feature and is no longer available for new sign-ups. For our latest communication tools and enhanced features, please visit our guide on Thryv Text and Voice. This article remains active to support existing Keap Business Line users.

Why Use the Communications Thread in Your CRM

When your calls, voicemails, and text messages with a contact live in separate places, it is easy to lose track of what was said and when. The communications thread in Keap™ brings every interaction with a contact into a single chronological view, so you always have the full context of your relationship with that contact before you reach out. No switching between apps or digging through call logs — everything is in one place.

How the Communications Thread Works

The communications thread in your CRM creates one unified thread for every contact. The thread displays all interactions with that contact in chronological order, including calls, voicemails, and text messages. Each interaction type is labeled within the thread so you can quickly identify what kind of communication took place and when.

The screenshot below shows the communications thread view in Keap. The thread displays a vertical list of interactions with a single contact. Each entry in the thread shows the interaction type — such as a call, voicemail, or text message — along with the date, time, and a summary or preview of the interaction content. Calls and voicemails display the call duration and direction (inbound or outbound). Text messages display the message content directly in the thread.

Every interaction with a contact is added to the same thread automatically, regardless of the channel used. This means that when you open a contact's record, the communications thread gives you an immediate view of the full history of every call, voicemail, and text exchange with that contact in a single scrollable view.

The screenshot below shows the communications thread for a contact in Keap with multiple interaction types visible. The thread displays calls, voicemails, and text messages together in one view. The interactions are sorted chronologically with the most recent at the top. No interactions from other contacts appear in this view — the thread is specific to the selected contact only.

Frequently Asked Questions

What does this article cover?

This article covers how the communications thread works in your CRM, including what interaction types appear in the thread and how all communications with a contact are organized in a single view. This article does not cover how to make calls or send text messages from your CRM. For a full guide to using the communications features in your CRM, contact Keap support or visit the Keap Help Center.

What types of interactions appear in the communications thread?

The communications thread displays calls, voicemails, and text messages with a contact. All three interaction types appear in the same thread in chronological order. Each interaction is labeled by type so you can quickly identify how the communication took place.

Is the communications thread specific to one contact at a time?

Yes. The communications thread is specific to the contact record you are viewing. When you open a contact's record, the thread displays only the interactions between your business and that contact. Interactions with other contacts do not appear in the same thread.

Do interactions appear in the communications thread automatically?

Yes. Calls, voicemails, and text messages made or received through your CRM are added to the contact's communications thread automatically. No manual logging is required.