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History View

The History view shows an activity log of all actions taken on a contact or conversation. Use this to understand what happened and when.

Accessing History​

Tap the view selector icon in the toolbar and select History:

Accessing History

History Overview​

History View

History Events​

Events that appear in History include:

  • Marked Complete - Conversation marked as complete
  • Reopened - Conversation reopened (guest replied)
  • Closed - Conversation permanently closed
  • Assigned - Conversation assigned to team member
  • Reassigned - Conversation moved to different owner
  • Status changes - Lead status updates
  • Priority changes - Priority set or changed
  • Task completions - Tasks marked done

Event Details​

Each entry shows:

  • Event icon - Visual indicator of event type
  • Event description - What happened
  • User - Who performed the action
  • Timestamp - When it occurred

Use Cases​

Handoff Context​

When taking over a conversation, check History to see:

  • Who worked on it before
  • What actions were taken
  • When it was last active

Issue Investigation​

When investigating a guest complaint:

  • See when status changed
  • Track who was responsible
  • Understand the timeline of events

Reporting​

History provides an audit trail for:

  • Response time analysis
  • Team performance review
  • Guest interaction tracking