This guide provides an in-depth understanding of the Interaction History Tab, which compiles all forms of communication with contacts, including voice calls, chats, and emails. It highlights the ability to view comprehensive interaction histories, including notes and transcripts, offering valuable insights into past engagements.
1. The History tab gives you a full view of the contacts history with the system. This can include all interactions, voice, web chat, SMS, email, WhatsApp and Facebook.
2. This will show ALL previous interactions, not just the ones with the user viewing the page.
3. All notes are visible in the History tab on each individual interaction that had notes allocated. This includes any transfer or callback notes also.
4. Selecting an interaction will allow you to see an overview as well as the full interaction such as the webchat/SMS conversation or email chain.
Spokn AI history view on any voice interactions
5. With voice calls you may have done from the Interaction campaign, should you have Spokn AI installed, you will be able to see transcripts and sentiment analysis of voice calls (you can click on the interaction to see a full summary as well as view the transcript of a call).
