Contact change history
Review changes to customer details and the contact associations behind them.
What it is
Contact History shows how a saved customer's information has changed. You can inspect earlier and replacement values, primary-value choices and contact association changes. It helps explain why the current profile differs from what you saw previously.
Who uses it and why
Operators check earlier details before changing a profile again. Supervisors investigate unexpected edits, duplicate contacts and changes in visitor associations.
Where to find it
Open a visitor linked to a saved contact. In the Visitor tab's menu, select Contact History.
How it works
- Open Contact History.
- Read the newest entries first. Each entry shows a time and an actor label, such as the operator, Visitor, Pre-Chat or the configured assistant name.
- Expand an entry with its arrow to see the details.
- Compare added, removed or changed values and any primary-value indication.
Association entries can explain a visitor or channel identity being linked or unlinked. Merge entries identify the contacts combined into the remaining contact. Earlier history follows the remaining contact, and entries can show Previous contact with the earlier contact number.
Where the company is still available in the directory, history shows its name instead of its reference number.
Configure it
There is no separate client configuration screen for Contact History. Ask Powerfront to confirm the retention period for your service. The standard cleanup period is six months where that cleanup applies.
Limits and good to know
- History is attached to a saved contact. A visitor without a saved contact does not have the same contact-history view.
- Resaving an unchanged primary email or mobile value does not create another primary-change entry.
- The actor heading does not necessarily describe every step that caused an automatic association change.
- Retention can remove older entries. History is not a promise of indefinite storage.
- Contact history explains profile changes; conversation history is a separate view.
Depends on and works with
View all connections as a list
This feature uses
- Customer contact detailsRequires
Contact History belongs to a saved contact profile.
- Contact merge preview and assignmentEnhances
Merge, link and unlink actions contribute association history.
- Customer contact identities across channelsEnhances
Channel identity associations can appear alongside visitor associations.
- Contact opt-in and blockingEnhances
Permission changes can appear in the contact's history.
Used by
- Customer contact detailsEnhances
Contact History records meaningful profile changes.
- Contact merge preview and assignmentEnhances
History records merge and association changes.
- Customer contact identities across channelsEnhances
Contact History can explain channel identity link changes.
- Contact opt-in and blockingEnhances
Contact History records permission changes.
- Contact relationship diagnostics and repair · managed by PowerfrontEnhances
Contact changes and association history help explain the current relationships.
FAQ and troubleshooting
Why is Contact History missing from the visitor menu?
Check that the visitor is associated with a saved contact. The menu is hidden after that contact association is removed.
Why does an entry show Previous contact?
The entry originated on a contact that was later merged into the current contact. The earlier reference helps you trace where the information came from.
Why is there no new entry after I saved an email address?
If the address was already primary and unchanged, INSIDE avoids adding a redundant primary-change entry.
Why can't I see an older change?
The entry may be outside the retained history. Ask Powerfront to confirm the retention that applies to your service.