# Contact change history

Review changes to customer details and the contact associations behind them.

*Release 3.3 · operator, supervisor*

## 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

1. Open **Contact History**.
2. 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.
3. Expand an entry with its arrow to see the details.
4. 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

### This feature uses

- **Requires** [Customer contact details](CRM-001.md): Contact History belongs to a saved contact profile.
- **Works better with** [Contact merge preview and assignment](CRM-004.md): Merge, link and unlink actions contribute association history.
- **Works better with** [Customer contact identities across channels](CRM-005.md): Channel identity associations can appear alongside visitor associations.
- **Works better with** [Contact opt-in and blocking](CRM-007.md): Permission changes can appear in the contact's history.

### Used by

- **Enhances** [Customer contact details](CRM-001.md): Contact History records meaningful profile changes.
- **Enhances** [Contact merge preview and assignment](CRM-004.md): History records merge and association changes.
- **Enhances** [Customer contact identities across channels](CRM-005.md): Contact History can explain channel identity link changes.
- **Enhances** [Contact opt-in and blocking](CRM-007.md): Contact History records permission changes.

## 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.