01
What has happened so far?
Activity shows recorded events in chronological order. In this example, the contact was created, a form was submitted and an appointment was booked.
Customer Timeline
Read the history. Give a relevant reply.
Review a contact’s messages, appointments and recorded activity. Then decide who will take care of the open question.
Here’s what you can do.
Three examples show how you can use Customer Timeline.
02
Understand the latest question.
Open the conversation to understand the request. Alex wants to reschedule. The example reply is still a draft; it has not changed the appointment.
03
Record the next step.
Add a task to the contact with an assignee and due date. In the example, Maria will arrange the appointment. The task appears in the list once it is saved.
What this changes for your day-to-day work.
The practical benefits of Customer Timeline.
Find messages faster
Filter conversation history by email or internal comments instead of searching through every entry.
Make team handovers easier
An internal comment keeps questions within the team. It is not sent to the customer.
See key details first
Administrators can arrange contact views with relevant fields and modules, for example for a service team.
Keep track of open tasks
Filter tasks by status or assignee and sort them by due date.
Stay informed on the go
With the appropriate app access, you can also open and filter recorded contact activity on mobile.
Simplified examples, not live account data.
What you need to get started.
We check availability, connected channels and access rights for your account. A customised contact view does not replace permissions. Retention and data quality must also suit your business.
Contact details, conversations, activity and tasks can be accessed from the same contact. A task does not send a reply or reschedule an appointment; carry out those steps separately or configure a suitable workflow.
Availability and any add-on or usage costs are confirmed for your ONE LOOP account before implementation.
Build on it.
All Customer Service features
Your questions, answered.
Does the history include every interaction?
No. You see stored messages and supported activity from connected sources, subject to your permissions. External conversations and older records do not appear automatically; we check imports separately.
Can customers see internal comments?
No, provided you explicitly select the Internal Comment channel. These entries stay internal. Review the text before posting: published internal comments cannot be edited or deleted.
How is an activity different from a task?
An activity records an event that has already occurred, such as a form submission. A task records work still to be done. It does not confirm that a message was sent or an appointment changed.
Does mobile show the same information as desktop?
The app can show and filter available contact activity and open its details. Available details and actions depend on the app version, event type, access and permissions. Not every web feature works identically on mobile.
See it with your own use case.
Let’s explore your use case and what the setup requires.
Book a demo