A caller follows up by SMS
Review the earlier call and the message thread before answering the new question.
Conversation context
Customer contact history for calls and business texts.
Review available call and SMS activity before your team continues the customer conversation.
Customer activity
CallsRecent
TextsConnected
In plain terms
What is customer contact history?
Customer contact history is the available record of calls, business SMS, voicemail, recordings, and follow-up activity associated with a customer conversation in VoxiPlus. A teammate can review recent interactions, open the source details that exist, and continue by phone or text with better context. It supports practical handoffs, but it does not replace a CRM or include every customer interaction.
- Phone activityReview available calls, voicemail, and recording links.
- Business SMSSee outgoing messages and replies associated with the customer.
- Next actionUse the available context before calling, texting, or handing off the request.
Customer timeline details
Review calls, SMS, and voicemail in one customer timeline
- 01
Review recent calls
Check direction, time, status, destination, and the related recording context where available.
- 02
Read the SMS thread
See the operational follow-up and inbound replies connected to the customer.
- 03
Choose the next action
Place a call, reply by text, route the request, or continue the relevant customer workflow.
Using the customer timeline
Review the customer timeline before you call or text
- 01
Open the customer conversation
Start from the caller, contact, number, or recent activity available to the workspace.
- 02
Review the timeline
Use calls, voicemail, SMS, recordings, and workflow details to understand the request.
- 03
Continue in the right channel
Call, text, transfer, or continue the configured workflow with the earlier context still visible.
Before the next response
Start from the customer's last interaction
A request moves to another teammate
Use the available call and message activity to understand what the customer has already explained.
A voicemail adds the missing detail
Open the message or recording from the related activity before deciding how to continue.
Questions, answered
Frequently asked questions
Practical answers about setup, call handling, and how this feature fits into VoxiPlus.
What appears in contact history?
The available context can include calls, statuses, destinations, recordings, voicemail, SMS activity, and related workflow details.
Do recordings and voicemail always appear?
They appear when the configured phone workflow creates them and associates them with the related call activity.
Is contact history the same as call reporting?
No. Call reporting provides the searchable call view, while contact history brings available calls and messages into the customer conversation.
Conversation context
Give the next teammate the earlier conversation.
Keep calls, messages, and customer context together so the next action is easier to see.