Understand contact activity

The Activity tab brings together recorded interactions and changes linked to this contact, such as messages, campaign activity, Catalog interest and profile changes. Open an event to see its source when a link is available. A recorded send is not proof the customer received or read the message.

Conversations holds the chat threads and message details. Activity gives you a timeline across different parts of Qcom; it does not replace a conversation.

Use Load earlier activity to see older records. Search and filters on the page apply to the activity already loaded. When a section could not be loaded, use Refresh activity before treating the list as complete. A private-access notice means some events are outside your role's access.

When an event is missing

Activity shows events that Qcom can link to this contact and that your role may see. If the customer has another contact profile or an event was recorded without a contact link, it may appear elsewhere. A new event may also take a short time to appear.

Some business records are best checked in their own area:

• Quote requests live in the conversation unless a quote was recorded separately.
• A campaign send does not by itself link a later order or payment to that campaign.
• Cases started from a general form, or before Catalog links were recorded, may not name an item.
• Orders, invoices, and payments calculate their amounts differently. Open each record for its breakdown.
• Related people, such as spouses and beneficiaries, appear in Overview when your role can read those relationships.
• Support cases have their own record in Tickets. A ticket can also concern someone without a contact profile.

A cleared chat can leave an activity marker while its message text and shared files are no longer available. Activity is not a backup from which to restore cleared files. See Work a conversation before using Clear chat.

If a profile change or interaction is missing, check the contact's messaging identities and any other matching contact profiles before editing either profile.

If refresh cannot load the history, keep the failure distinct from an empty timeline and ask an admin to check access. Do not repeat a payment, campaign send or profile change just to make an event appear; inspect the saved result in its own area first.

For the rest of the customer's details, see View a contact profile.