Activities Tab

You can review the customers’ history of Activities and related upcoming tasks within the customers’ profiles.

Table of Contents

• Previous Interactions
• Handling Previous Interactions
• Upcoming Interactions
• Filtering Events
• Merge Events

Previous Interactions

Previous interactions with the customer are displayed in chronological order, backward in time, and grouped into periods (Today, This Week, This Month, and All previous months).

All related calls, chats, SMS messages, and e-mail interactions of the customer are displayed since the customer record was created. Those disposition events are also displayed where no interaction happened with the customer. Initially, 25 events are displayed, but you can load more events by pressing Show more.

Handling Previous Interactions

You can reopen a previous e-mail by clicking on it and managing it as new. You can reply to the customer or contact the customer immediately on a different channel.

If you close the ticket while a previous e-mail was opened, the e-mail won’t be opened the next time you open a ticket. If you open an email from the Activities that was already opened for you, then you will be navigated to that email again on your screen.

Upcoming Interactions

You can also see all upcoming interactions of a customer on the Activities tab.

You can see the time of the upcoming callback with the selected contact, any notes left previously when the callback was scheduled, and any associated ticket number.

Filtering Events

You can filter events based on various criteria.

When you are working with a Ticket, events are filtered for that ticket by default. You can also select to display the customer’s entire event history or events of a different ticket.

You can also filter by the date of the event or the channel of the interaction (e.g., calls, chats, emails).

Merge Events

If the setting is enabled in your project, then you can merge the event history by a predefined merge field (e.g., phone number, customer ID). This means that by selecting this option, the agent will see all historical events in the project where the defined field matches across records.

Note that you can’t merge events if you filter for a ticket. You can also merge events from different projects if a project-independent search field is used.