⚡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

1. Open the user’s profile or active conversation view.
2. Click on the Customer Journey or Timeline tab.
3. (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