Conversation Timeline
Description
The Timeline adds, right inside the conversation thread, the events that happened around the messages: who handled the conversation, the notes your team and the AI left, the status changes of linked orders, and how and by whom it was closed — each one at the exact moment it occurred.
Beyond the thread, every contact has its own timeline widget, which brings together, in a single chronological view, the events from all of their conversations — not just the one that’s open.
Agents, supervisors, and CX management can all consult it — anyone with access to the account’s conversations.
Prerequisites
No configuration, migration, or change to your operation is required. The feature turns on automatically for every account.
Note: the source material for this documentation doesn’t specify an exact activation date — it only says it will be available “very soon.” Confirm that date before communicating it to customers.
Procedure
View the timeline inside a conversation
- Open the conversation you want to review.
- Look for the events between the messages in the thread — they appear automatically, with no extra action on your part.
View a contact’s timeline (all of their conversations)
- Go to the conversation detail view.
- Select the “Timeline” menu. You can also get there from the contact’s conversation history.
- In the filter at the top of the panel (it shows “All” by default), pick the event group you want to view: All, Lifecycle, Assignment, Notes, Orders, or Tags.
- Scroll up inside the panel to load earlier events. The most recent event always shows at the bottom, just like in a chat.
Field/Option Descriptions
Event types
Assignments
Who picked up the conversation, which team, and every handoff between agents.
Notes with author
Notes left by the AI and by teammates, each one signed by whoever wrote it.
Tags
When a tag was added (green) or removed (red) — and who did it.
Opening and closing
When it started (green), when it was closed and by whom (gray) — or if it expired on its own (red).
Classification
The reason used to classify the closure: resolved, refund, appointment scheduled…
AI ↔ human
When a bot or AI agent handled the chat and when it was handed off to a person — the story of the handoff.
Orders
Every status change of an order linked to the conversation: created, paid, cancelled.
Scheduled messages
Who scheduled a message, for when, with which template — and whether it was later cancelled.
Filter by group (contact view)
| Filter option | What it shows |
|---|---|
| All | Every event type, unfiltered. |
| Lifecycle | Conversation opening, closing, and classification. |
| Assignment | Assignments and handoffs between agents or teams. |
| Notes | Notes left by the team or by the AI. |
| Orders | Status changes for linked orders. |
| Tags | Tags added or removed. |
Expected Result
When you check the timeline, you see the full history of the conversation or contact — messages and events interleaved in chronological order — without having to ask a teammate what happened or check other tools. Events logged by other team members appear on your screen in real time, with no need to refresh the page.
Important Considerations
- Messages, attachments, and chat bubbles don’t change: the timeline only adds events between them.
- The history is retroactive: it includes the contact’s past conversations, not just new ones.
- No configuration or migration is needed for the feature to be available on your account.
Best Practices
- Before replying to a conversation you didn’t handle from the start, check the timeline to get full context.
- Use the group filters in the contact view when you need to find a specific type of event, instead of scanning the whole history.
- For complaints or escalations, use the contact view to reconstruct the full customer relationship across their different conversations.