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The activity timeline gives you a complete picture of every interaction and event related to a contact. It is a powerful tool for understanding the full history of your relationship with a customer — from the moment the contact was created through to the most recent activity. Why use the timeline?
  • Complete history: See all interactions with the contact in one place.
  • Traceability: Track changes and updates made to the contact record.
  • Context: Understand the background before starting a new conversation.
  • Audit: See who made each change and when it happened.

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Events recorded in the timeline

The timeline captures the following types of events:
  • Contact creation: When the contact was first added.
  • Updates: Changes to basic information or custom fields.
  • Messages: Messages sent and received via WhatsApp, Instagram, Facebook, and other channels.
  • Tags: Tags added or removed from the contact.
  • Automations: Automations triggered for the contact.
  • Campaigns: Campaign sends, opens, and clicks.
  • Forms: Form submissions linked to the contact.
  • Integrations: Synchronisations with external systems.
  • Notes: Internal notes added to the contact.

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How to view the timeline

1

Open the Contacts section

In the left sidebar, click Contacts.
2

Select the contact

Click the contact whose history you want to review.
3

Find the timeline

The activity timeline appears in the right-hand panel of the contact’s detail page.
4

Browse the timeline

Scroll through the timeline to see older events. The most recent events appear at the top.

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Information shown for each event

Each entry in the timeline displays:
  • Event type: An icon and description of what happened.
  • Date and time: When the event occurred.
  • Responsible party: Who performed the action (where applicable).
  • Details: Specific information about the event.
  • Colour coding: Each event type has a distinct colour for quick identification.
A few things to keep in mind:
  • The timeline is updated in real time as new interactions occur.
  • Events are sorted chronologically with the most recent at the top.
  • Scroll down to see the complete history.
  • Some events may have expandable details with additional information.
  • The timeline helps you maintain context across conversations and support interactions.