Your Administrator can select to use one of two different views for a contact’s history.
- In linear view, described below, you can see all of the contact’s history in a single timeline. You can scroll through the list to find any previous events, regardless of the conversation they relate to.
- In conversation view, described here, the history will show a table of conversations. Select a conversation, and you will be able to see a timeline of events relating to that conversation.
Both versions can be useful, depending on the type of interactions you have with your contacts.
Linear view layout
When you accept an offered call or message it will be added to your Active list. By default the tab showing the history of the active conversation will be selected.
Viewing the complete history
If instead of looking at the history of an individual conversation, you want to see the history of all interactions with a contact, regardless of the conversation
- Click the History tab.
You can scroll through the linear time line to see all of the events available in that contact's history. For data protection, the contact's historical events can expire after the data retention period.
Viewing other conversations
To the right of the interface, underneath the contact details, you will see a list of all of the conversations with this contact.
To select a different conversation to view its history:
- Click to select the conversation you wish to view from the Conversations list on the right.
You can select multiple other conversations to view them, each one will open a new tab.
| Note: While you can have multiple conversation tabs open to view them, the conversation which is active does not change. It will always be the conversation in your Active list. Clicking the Reply button will add the reply to the tab for the active conversation, even if you clicked it while on a different tab. |
Renaming conversations
You can rename a conversation. To do so:
- Click to select the conversation from the Conversations list on the right hand side.
- Double-click on the tab heading for that conversation.
- Type the new name in the Name field.
- Click the Save button.
Moving messages to other conversations
As with Omni's conversation view, you can move messages or calls from one conversation to another in the linear view.
- Select the message you want to move by clicking on the message type icon. You can select multiple messages if needed.
- At the bottom of the window, you will see the number of messages you have selected, and a Move to button.
- Click the Move to button.
- Click to select the conversation you wish to move these messages to. Alternatively, click the New conversation link to create a new conversation using these messages.
Categories and linear view
If your Admin has enabled linear view, you will not be able to record categories for your calls, messages, or conversations.