Within a client’s profile, you can view the history of all the interactions the client has had with your business. Additionally, you can manually add entries to the contact history log to record online or offline interactions, such as conversations that happened in person or over the phone. To view your business’s complete contact history with all clients, see Contact History Report.
Notes
- You can also view the contact history for all your clients with your marketing reports.
- The email status shown reflects the most recent update provided by Amazon Simple Notification Service (SNS). This means that emails may sometimes go through multiple statuses, but only the most recent status will be shown.
For example, an email may initially have a status of Bounced, but later the status is changed to Opened. In this case, the reason the email bounced will appear when you hover over the Opened status.
In this article:
To view a client’s contact history:
- On the Top Nav Bar, click the Search button
, and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID. - In the list of clients displayed, click the client’s name.
- On the side menu, click Contact History. The client’s contact history with your business is displayed. You can apply filters to the list, search the list, or filter the list by date.
- To filter the client’s contact history, click Filter and apply any necessary advanced filters. For more information about the filters available for the client’s contact history, see Advanced filters on the Contact History page.
To add a contact log entry:
- On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
- In the list of clients displayed, click the client’s name.
- On the side menu, click Contact History.
- Click Add Contact Log.
- Create a new contact log:
- Under DATE/TIME, select the date and time of the interaction with the client.
- Under CONTACT METHOD, select the contact method from the list. Your choices are Email, In Person, Mail, Phone, Push, and SMS.
- Under CONTACT TYPE, select the applicable contact type from the list, or click the Add Contact Type button
to create a new contact type. - Under STAFF, select the applicable staff member who interacted with the client.
- Under DESCRIPTION, enter a description of the interaction, if necessary.
- To create a follow-up task for the interaction, select the Create Follow-up Task checkbox and enter the required information in the appropriate fields:
- Under DUE DATE, select the date and time this follow-up task should be completed.
- Under ASSIGN TO, select the staff member who must follow up with the client.
- Under CLIENT, the client is automatically selected.
- Under TASK TITLE, enter a title for the follow-up task.
- Under DESCRIPTION, enter a description of the interaction, if necessary.
- Click +ADD. The contact log entry is added to the client’s Contact Log History. If you have created a follow-up task, you can view the task in the assigned staff member’s task manager.
Headings in the Contact History page
| Heading | Description |
| Date | The date the notification was sent, or the customer was contacted. |
| User | The staff member who sent the notification or contacted the customer.
|
| Contact Method | The method used to contact the customer. This may be Email, In Person, Mail, Phone, Push, or SMS. |
| Type | The name of the notification sent to the customer. |
| Contact Type | The type of notification sent to the customer. The possible notification types are Client Notifications, Staff Notifications, Automated Marketing, Message Center, and Admin Business. If you are adding manual entries to a customer’s contact history, you can create contact types to accurately define the type of contact. |
| Status | The status of the notification. The possible email statuses are:
The possible SMS statuses are:
The possible Push statuses are:
|
| Channel | The direction in which the contact between your business and the client occurred. The possible options include:
|
| Action | Click the More button  in this column to Show the message that was sent to the client or to Resend the notification. The Resend option is only available for email and SMS contact logs.NoteStaff members must be assigned a staff role with the Manage contact logs permission to view the content of the email. For more information, see Staff role permissions. |
Advanced filters on the Contact History page
| Filter | Description |
| Contact Method | Use this filter to determine what interactions are included in the contact log based on the method of contact. |
| Mail Status | Use this filter to determine whether email messages are included in the contact log based on their status. |
| Push Status | Use this filter to determine whether push messages are included in the contact log based on their status. |
| Contact Type | Use this filter to determine which contact logs to include in the report based on which contact type was used to contact the client. |
| Mail Type | Use this filter to determine which contact logs to include in the report based on which type of notification was issued. Only one selection can be made at a time. |
| SMS Channel | Use this filter to determine whether outbound or inbound SMS messages are included in the contact log. |
