The contact's History shows the various interactions in time order. It can be filtered to show only unfinished items or only unread messages, if there are any. Each event shows the type of event, its date and time, and which agent was involved.
The history will show you the full content of Emails and SMS, will let you open a past chat to see what was said and also shows you the different calls (answered or not). In addition, the history also display callbacks and notes.
The icon for each event indicates its type:
Inbound call
Outbound call. Icon displays as red if the call did not connect.
SMS. Displays the full message text.
Email. Shows a preview of the message, click View in full screen to see the full messag
Chat. As chats can be extremely long, only the headline of the event is shown. Click Show conversation to see the full text.
Callback. Shows if the callback is private or public, the date and time of the callback, and callback comment if any.
Note. You will see the text of the note.