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iService User Guide

The History tab provides a summary of all interactions with the contact. This includes all email correspondence, live chats, mass mailings, notes entered by agents, etc. The contact history page has two modes: Chronological View and Case View.


click to expand

The Contact History page


1)Show Notifications – this toggle shows and hides notification messages (auto responses, agent notifications, etc.) from history. The default view is to not show notifications.

2)Chronological view – the chronological view displays all interactions with the contact in chronological descending order (newest messages first). This view is the same as you would see from the Search Interactions page. This can be a good way to find a specific interaction when you don't know which case it's in. You can sort the table or use the filter box to quickly locate a single interaction.

3)Case view – the case you displays all interactions grouped by reference number This is the best way to understand a conversation that took place because it groups all the questions and answers together related to the conversation. the filter history box only searches the displayed text on the page.  Most cases begin with a customer question. This can make it more difficult to find a specific interaction, such as an agent response, that isn't displayed on the page.

4)Exporting history – you can export the history displayed with these buttons. All records will be displayed regardless of the pagination.

5)Column visibility – you can add and remove columns from the display using this menu.

6)Pagination – for contacts with a lot of interactions, you can increase the number of items shown per page.

7)Filter history – use the filter box to reduce the number of interactions shown. The filter will match the full history display regardless of pagination.

8)Properties – this column displays all of the properties associated with the interaction. NOTE: Case properties are not shown in this view because they aren't tied to a specific interaction.

9)Display limits – iService only displays the first 2,500 interactions for contact to avoid problems loading the page. If the contact has more than 2,500 interaction, the following alert is displayed.


Alert when there are more than 2,500 interactions

Alert when there are more than 2,500 interactions



tipsIf you need to find an interaction on a contact with more than 2,500 interactions, use the Search Interactions page.



To learn more about interactions themselves, read the Understanding Interactions section.


tog_plus        Color coding by type


tog_plus        Interaction type and status labels


tog_plus        Using the Chronological View


tog_plus        Using the Case view

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