Every contact has a timeline that records what happened — messages, calls, notes, assignments, tag changes, opt-in flips. It’s the long memory of the relationship, even when the inbox thread has been closed for months.
What gets logged
Everything. The full list:
- SMS sent / received — preview, delivery status, sending agent
- WhatsApp / Viber / Telegram / Facebook / Instagram / Email message sent / received — same fields, channel-specific
- Inbound and outbound calls — duration, DID used, agent, outcome (answered / no answer / busy / voicemail), play button if recorded
- Agent notes — free text, timestamped, attributed
- Contact created — and how (manual / API / CSV / inbound)
- Field updates — which fields changed and who changed them
- Tag added / removed
- DID assigned (on agents’ own timelines)
- Channel opt-in / opt-out flips
If a system event makes a difference to anyone reading the contact’s history, it’s on the timeline. Things that don’t affect the contact (e.g. you searched for them) aren’t logged.
Adding a note
Click Add note at the top of the timeline. Free text — no formatting beyond line breaks. Save.
Notes are visible to everyone who can see the contact (so: the assigned agent, their team’s supervisor, and any admin). They’re not visible to the customer. There’s no separate “internal vs customer-visible” mode — notes are always internal.
A few patterns that pay off:
- Drop a note before reassigning. “Customer wants to talk to billing about the September invoice — I’ve already explained the refund policy.” Saves the next agent five minutes.
- Note after a call. “Caller is the office manager, not the decision-maker. Asked for a follow-up next week.”
- Note when you spot a data issue. “Phone format looked weird — the country code was missing. Fixed.”
Notes are searchable from the global search bar.
Filtering the timeline
The header above the timeline has filter chips:
- All — everything
- Messages — only the channel messages
- Calls — only voice events
- Notes — only agent notes
- System — created, updates, tag changes, assignments, opt-ins
Combine them as needed — common combos: Messages + Calls (everything the customer experienced), or Notes + System (everything your team did about this contact without contacting them).
Retention
Timeline entries are kept indefinitely. They’re included in:
- Data exports when an admin runs a contact-data export.
- The audit log, separately, when the event involves a role-restricted action (e.g. an admin viewing a contact’s data is logged in audit, not the timeline).
Configurable per-channel retention (e.g. “delete WhatsApp messages older than 12 months”) is a future release — see Compliance for what’s available today.
Call recordings on the timeline
If a call was recorded, a play button appears on the timeline entry. Click to play in-line. The recording is downloadable for admins; agents and supervisors can play but not download. Recordings older than 90 days move to colder storage and may take a few seconds to start playing — the rest is the same.
Recording opt-in is a separate, contact-level setting. If a customer asks for a recording to be deleted, an admin can delete that specific recording without removing the timeline entry (the entry just loses the play button). The deletion is itself logged.
Deleting an event
You can’t delete a single timeline event — the integrity of the record matters more than tidiness. Two exceptions:
- Agent notes — the author can edit or delete their own note within 24 hours. After that, edit/delete is restricted to admins.
- Recordings — admins can delete a recording; the timeline entry stays.
For full contact erasure (GDPR), see Compliance: export or delete a contact’s data.