Through communication history, Birdeye makes each customer's unique journey easy to see and understand. The communication history tracks all the details including the date of contact creation, review requests sent, and more.
VIEWING COMMUNICATION HISTORY
To view the communication history with a customer, hover over the name of the customer on the conversation panel. When the window appears, click on the 'View communication history' button.
Now, a new window will pop up on your screen with the details of the past interactions. NOTE: You can view the communication history for customers only for the locations you have access to.
The communication history tracks the following details:
Inbox History:
When a contact is created
When a conversation is assigned to a user
When a note is added to a conversation
When a conversation is closed/reopened
When a conversation is automatically marked as ‘Unassigned’
When a contact sends a voicemail
Review Request History:
When a review request is sent
When a reminder is sent
When a user unsubscribes to Text/Email communications
When a contact communication is restricted
Webchat History:
When a conversation is started via Birdeye profile
When a Webchat conversation is started
Facebook History:
When a conversation is initiated through the Facebook Messenger
Text History:
When a text conversation is started
Email History:
When an email is sent