Contacts & CRM
Contact activity timeline explained
2 minutes read time Difficulty: beginner
Contact activity timeline
The activity timeline shows a complete history of all interactions with a contact in one place.
What's shown in the timeline
| Event type | Icon | Example |
|---|---|---|
| Messages | 💬 | Sent/received messages |
| Notes | 📝 | Internal team notes |
| Stage changes | 🏷️ | "Moved from Lead to Customer" |
| Tag changes | 🔖 | "Added tag: vip" |
| Assignments | 👤 | "Assigned to Agent Smith" |
| Calls | 📞 | "Voice call - 3:45 duration" |
Viewing the timeline
- Open any contact
- The timeline appears in the right panel or a dedicated tab
- Events are shown chronologically (newest first)
- Each event shows: timestamp, actor (who did it), and details
Filtering the timeline
Filter by event type to focus on specific interactions:
- All events
- Messages only
- Notes only
- Stage changes only
Tips
- Check before responding — See full context of past interactions
- Use for handoffs — New agent can quickly understand the history
- Track progress — See how a contact moved through stages
- Add notes — Document important context for future reference
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