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Contact Communications

Access all communication history with a contact from their profile. The contact card provides dedicated tabs for each channel.

Texts Tab​

Texts Tab

View the complete SMS conversation history:

  • Inbound messages - Messages from the contact (left side, light background)
  • Outbound messages - Messages you sent (right side, dark background)
  • Timestamps - When each message was sent
  • Agent attribution - Which team member sent each message
  • Delivery status - Checkmarks indicate delivered messages

Message Details​

Each message shows:

  • Date and time
  • Assigned agent (or "unassigned")
  • Delivery confirmation

Taking Action​

From the Texts tab you can:

  • Scroll through full conversation history
  • Tap messages to access message actions
  • Use the header icons to send a new text

Emails Tab​

Emails Tab

View all email correspondence:

Email List​

Each email shows:

  • Contact name
  • Subject line
  • Preview text
  • Date/time
  • Status tags:
    • Unread (red) - Not yet read
    • Incomplete - Needs follow-up
    • unassigned (teal) - No agent assigned

Email Types​

Different icons indicate email direction:

  • Filled envelope - Inbound email
  • Envelope with arrow - Outbound email

Taking Action​

Tap any email to:

  • View full content
  • Reply
  • Assign to team member
  • Mark as read/complete

Calls Tab​

Calls Tab

View complete call history:

Call Records​

Each call displays:

  • Contact name
  • Direction - "To:" (outbound) or "From:" (inbound)
  • Phone number - Number dialed or received from
  • Date
  • Duration - Call length (e.g., 00:00:18)
  • Status tags:
    • No Result (red) - Call didn't connect or no outcome
    • Agent name (teal) - Who handled the call
    • Incomplete - Needs follow-up

Call Icons​

  • Red phone with X - Missed or failed call
  • Green phone - Connected call

Accessing Recordings​

Tap a call to:

  • Play call recording (if available)
  • View call notes
  • Add disposition

Voicemail Tab​

Access voicemail messages left by this contact:

  • Play voicemail recordings
  • View transcriptions (if available)
  • See timestamp and duration
  • Mark as heard/actioned

Cross-Channel Communication​

The Contact Card gives you a complete picture of all interactions:

ChannelWhat You'll See
TextsFull SMS thread history
EmailsAll email correspondence
CallsInbound/outbound call log with duration
VoicemailMessages left when calls weren't answered

This unified view ensures you never miss context when communicating with a guest, regardless of which channel they used previously.