Which events are logged in the Customer Journey timeline?
⚡Quick answer -
The Customer Journey is a detailed, timestamped timeline of every key interaction between your team and a user. It provides a 360° view of conversations, actions, and engagement, helping agents and managers understand the full context before responding.
Tracked Events in the Customer Journey
The following events are automatically logged:
1. Agent Activity
- The agent joined or left the conversation
- Conversation auto-assigned by the agent
- Chat reassigned to another agent or team
2. Tagging and Notes
- Tags added or removed
- Internal notes created by agents
3. User Engagement
- Messages sent and received
- Media files or attachments shared
- Campaign deliveries (WhatsApp, SMS, or email)
4. Automation & System Events
- Chatbot interactions
- Conversation status changes (e.g., Marked as Resolved)
- SLA or priority updates
Each entry includes an exact date and time stamp for audit-ready accuracy.
Where to Find the Customer Journey
- Open the user’s profile or active conversation view.
- Click on the Customer Journey or Timeline tab.
- (Optional) Apply filters to focus on specific event types (e.g., tags, SLA updates).
Customer journey timeline
Why It Matters
The Customer Journey gives your team:
- Full Context → Know the entire history before replying
- Accountability → Track who did what, and when
- Audit Trail → Useful for QA reviews and compliance checks
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