Querying Historical Contacts

Context

The latest three contact records are displayed by time. Contact records can only be displayed by time.

You can view multimedia messages, such as emojis, images, videos, and addresses, in historical contact records.

Procedure

• When you click a contact record to view its details, the contact record details page is displayed.
  On the Message Sending Record tab page, click Send Message to send a multimedia message (SMS message or email) to the customer.

  

  The agent is in a conversation with the handled number.

• When you click More, the contact records generated for the handled number in the last seven days are displayed.

  On the Contact Record page, an agent can click Play to play the recording of a contact record without sign-in.

  Figure 1 Historical contact page