History Nested Tab

The History nested tab (i.e., subtab) on the Client Dashboard displays every action for a specific contact. Each event is color-coded, date- and time-stamped, and lists the user responsible for that act.

Filtering the History

1. Go to the Client Dashboard and click on the History nested tab. All records are displayed.
2. To filter the history by category, click the "Activity" dropdown menu near the top left of the page, which defaults to "Activity: All" (see the highlighted image below).
   
   NOTE: There are now no external form links within the Contact and SMS History Logs to prevent CRM users from updating suppressed customer data. This change does not affect historical data/logs.
    
3. From the "Activity" dropdown menu, select an activity type to filter by. The image below shows the options available.
   
   NOTE: "Transfer" activities can now be viewed by DRSP's.

SMS-related activities tracked by the History nested tab include Real-Time SMS Opt-Out. This captures and displays SMS opt-out actions as a history entry within a Contact’s “History” subtab, such as when a consumer replies with “STOP” to unsubscribe.

Applicant and Co-Applicant Unlinking 

A new "General" activity event in the History nested tab will now populate when an applicant and co-applicant are unlinked from each other, such as when a co-applicant is removed from the program. This will enable greater visibility into key contact events on the contact’s history.

Script Reporting

The History nested tab now provides more detailed information when a script is used during a client interaction. Instead of a generic "Script updated Contact" entry, the log now displays the specific title of the script that was used, along with the user and timestamp. This improves visibility and traceability for managers reviewing agent activity.

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