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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.
Overview
The Customer Journey shows a customer's interactions with your business over time, in order. Where the Activity tab lists past conversations and visits, the journey stitches them into a timeline so you can see how the relationship developed.
What you can see
- The sequence of conversations and touchpoints across channels
- When the customer first reached out and how the relationship progressed
- Key moments that give context to the current conversation
Open the journey
- Open a conversation in the inbox
- In the contact panel, open the Customer Journey view
- Scroll the timeline to follow the customer's path up to today
Why it matters
- See returning customers in context instead of as a one-off chat
- Understand which channels a customer prefers
- Give continuity, so the customer never has to repeat themselves
Next Steps
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.
Media - Browse Images, Videos, and Files in a Conversation
Quickly find every image, video, and document shared in a conversation from the Media tab in the inbox.