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3 min readBasicAgentManagerAdmin

Activity timeline: calls, WhatsApp, email and recordings

Everything that happened with the customer — on one timeline, with search and recordings.
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Steps

  1. 01

    Open the timeline

    Side panel›Activity timeline

    In the side panel, under Last interaction, click Activity timeline · show history.

  2. 02

    Filter by channel and search

    Filter: All · Calls · WhatsApp · Email · Meetings · Tasks · System.
    Use Search conversations… to find any word in a message.

  3. 03

    Recordings and summaries

    On a recorded call click Recording to listen. Analysed calls show an AI Summary.
    Copy lead file copies the whole file — handy for a colleague or manager.

    Tip: Recordings and summaries exist only if your company connected a phone system.