Contact Information

From this menu you can access extended information about the contact of an interaction, including their interaction history and contact details.

How to access this menu?

To open the contact information menu, you need to have at least one interaction open in the Inbox.

1. Within the interaction, click the three dots in the upper-right corner.

2. Click the About contact option.

3. The menu with all available contact information will be displayed.

What can you see in this menu?

• Interaction history of the contact.
• Complete contact details. Coming soon 🚀

Interaction history

The history shows a timeline with all the contact's interactions, organized by date.

The behavior varies depending on the current interaction's channel:

• SMS, WhatsApp, and Telephony: uContact identifies the customer's phone number and displays all interactions associated with that number across any of these three channels.
• Email, Instagram, and Messenger: the history shows only interactions from the same channel. For example, if you are handling an Instagram interaction, you will only see the Instagram history for that customer.

The number of interactions shown depends on the configuration in the Advanced section of the Campaign.

No history?

If the contact has no previous interactions, instead of the timeline you will see a message indicating that there is no conversation history.

Each interaction shows:

• Channel: channel to which the interaction belongs.
• Last disposition: final disposition assigned.
• Date: end date of the interaction.
• Campaign: campaign associated with the interaction.
• Agent: agent who handled the interaction.
• Duration: total duration. Telephony only
• Direction: whether the interaction was inbound or outbound. Telephony only

Important!

WebChat interactions are not shown in the customer's interaction history.

Seeing an incomplete history?

The number of visible interactions depends on your permissions. Regular agents only see interactions they themselves handled within their campaigns. Supervisors and users with extended history permissions can see all of the contact's interactions.

Interaction detail

Click on any interaction in the history to see its full detail.

In the detail you can view:

• Users who participated.
• Campaigns through which the interaction passed.
• All exchanged messages.
• Attached files.
• Transfers made, with dates and users.
• Complete disposition, with all levels and comment if applicable.

Interaction information

In addition to the contact information described above, from the Interactions info option in the three-dot menu you can see the information collected during the interaction, depending on how it originated. For example:

• Outbound Hub: the contact parameters uploaded in the list.
• IVR or Bot: the options the customer chose or the data they entered during the flow.
• Webchat: the data the customer filled in on the form before starting the chat.
• AI Agent: the information the AI Agent collected during the conversation.

The information is grouped by origin (Form, Outbound Hub, AI Agent, Automation, and Others), and only the sections that have data are shown. It is read-only: it cannot be edited from here. If the interaction has no associated information, the panel is shown empty.

This option is not available for history interactions or in spy mode.