Communication History
The complete record of every interaction across every channel
What It Is
The Communication History tab on the contact detail page shows every outbound and inbound interaction with the contact, organized by channel: Emails, SMS, Calls, and Live Chat.
This is not just a log — it is the memory that SI reads before every engagement decision. When SI says "the last 3 emails were ignored but the SMS got a reply," it is reading this history. When it decides to switch channels, it is because this history shows one channel working better than another.
Why It Matters
Communication history serves two audiences:
For you — It shows what has been said to a contact, through which channels, and how they responded. Before picking up the phone for a personal call, you can scan the history to see what SI has been discussing, what the contact has engaged with, and what has been ignored.
For SI — It is the primary input for channel selection, approach variation, and anti-repetition. SI reads the full history to avoid repeating what was said, to identify patterns (email works better than SMS for this person), and to calibrate its approach.
How It Works
Emails sub-tab — Shows each email with subject line, status (Sent, Pending, Error), date, and a content snippet. Click to expand the full message. Engagement metrics: opened, clicked, replied, ignored, bounced.
SMS sub-tab — Shows each SMS with recipient, message preview, status (Delivered, Failed, Pending), and date. Inbound SMS replies appear inline.
Calls sub-tab — Shows upcoming and completed calls. Upcoming calls show scheduled time and retry/callback badges. Completed calls show duration, outcome, and sentiment. Phona AI calls include transcript references.
Live Chat sub-tab — Shows conversation threads from live chat sessions. Each thread shows the messages exchanged, timestamps, and resolution status.
All entries across all channels are timestamped and attributed to their source (SI-generated, manual send, Phona, form action, etc.).
