Activity - A Contact's Conversation and Page History
See a contact's past conversations and website page visits in the inbox details panel, so you have full context before you reply.
Overview
The Activity tab in the contact details panel shows what a customer has done before this conversation: their earlier conversations and, where available, the pages they visited on your site. It gives you context so you are not starting from zero.
Open the Activity tab
- Open a conversation in the inbox
- In the contact panel on the right, select the Activity tab
- Review the contact's history:
- Past conversations across channels
- Page visits and browsing history captured from web chat, where available
Why it matters
- Understand what the customer asked before
- Spot repeat issues or ongoing requests
- Personalize your reply with context they will appreciate
Tip: Page-visit history is captured for contacts who chatted through your website widget. Contacts from other channels may only show conversation history.
Next Steps
Copy & Delete Messages - Manage Individual Messages
Copy the text of any message to reuse it, or delete a message you sent, directly from the conversation.
Customer Journey - The Timeline of a Customer's Interactions
Follow a customer's journey across channels and touchpoints so you understand the full story behind the conversation you are handling.