Event History

The Event History displays all the actions and changes made to a conversation between the customer and the system.

This includes replies, assignments, status updates, and any other modifications. This allows team members to track the progression of the conversation and review the sequence of events on task assignments.

How To Filter Events?

1. Head over to event history under customer hub.

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1. Tap 'Show more' and then 'All' under filter events, a drop-down menu will appear.

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1. Choose your preference based on which you want the event history to be displayed. Here is the explanation of each of them:

Meaning of Different Events

• User-initiated conversation: This status indicates that the user has started a new conversation with the chatbot or the agent.

• Custom attribute changed: This status indicates that the chatbot or the agent has modified a custom attribute of the user or the conversation.

• Segment subscription changed: This status indicates that the user has been added or removed from a segment based on some criteria or action.

• Template sent: This status indicates that a predefined message template has been sent to the user by the chatbot or the agent.

• Template read: This status indicates that the user has opened and read the message template that was sent to them.

• Template failed: It that the message template could not be delivered to the user due to some error or issue.

• Template replied: This status indicates that the user has replied to the message template that was sent to them.

• Conversation status change: This status indicates that the conversation has changed its status from open to closed, or vice versa, or to some other state.

• Campaign started: This status indicates that a campaign, which is a series of messages or actions that are triggered based on some condition or schedule, has been started for the user.

• Campaign completed: This status indicates that the campaign has been completed for the user, meaning that all the messages or actions have been executed successfully.

• Campaign replied: This status indicates that the user has replied to one of the messages or actions that were part of the campaign.

• Frequency capping: This status indicates that the user has reached the limit of messages or actions that can be sent or performed for them in a given time period.

• Insufficient balance: This status indicates that the user does not have enough balance or credit to perform a certain action or receive a certain service that requires payment.

• Custom event triggered: This status indicates that a custom event, which is a user-defined event that can be used to trigger messages or actions, has been triggered by the user or the chatbot or the agent.

• Shopify event triggered: This status indicates that a Shopify event, which is an event that occurs on the Shopify platform, such as placing an order, updating a product, or creating a customer, has been triggered and can be used to trigger messages or actions.

• Conversation Assigned: This status indicates that the conversation has been assigned to a specific agent or transferred from one agent to another.

• Added to DND: This status indicates that the user has been added to the do not disturb list, meaning that they will not receive any messages or notifications until they are removed from the list.

• Removed from DND: This status indicates that the user has been removed from the do not disturb list, meaning that they will resume receiving messages and notifications.

• Survey sent: This status indicates that a survey, which is a set of questions used to collect user feedback or information, has been sent to the user.

• Survey replied: This status indicates that the user has replied to one or more questions of the survey sent to them.

• Journey started: This status indicates that a journey, which is a sequence of steps that guide the user through a specific goal or task, has been started.

• Journey completed: This status indicates that the journey has been completed for the user, meaning that they have successfully achieved the goal or completed the task that the journey was designed for.

• Campaign sent: This status indicates that a message or action that is part of a campaign has been sent or performed for the user.

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1. Say you opted for 'Journey started'; the event history will show when and how many times the journey has been started for the particular customer.

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Use the Filter option in Event History to display only user-initiated conversations, segment subscriptions, templates sent, campaigns started, and many more.