Understanding activity history

When viewing any conversation in a shared inbox, you’re able to not only read its messages and internal comments, but also see the full activity history of the conversation. The activity history lines allow you to easily reference everything that took place in a conversation, in chronological order.

Activity history reflects actions taken by teammates, as well as automated actions performed by rules. The following activities will appear in a conversation's activity history:

• Archived/reopened

• Assigned/unassigned

• Snoozed/unsnoozed

• Trashed

• Tag added/removed

• Rule triggered

• Conversation moved

• Conversation merged/split

• Teammate notified

• Custom conversation field updated

• Conversation stage updated

Any teammate with access to the conversation can view the full activity history in the conversation.

Click on a line in the activity history to expand it and see more details, such as which teammate or rule executed the activity. Hover over any line in the activity history to show the timestamp for the specific activity.

Click on a tag name in the activity history to take actions like editing the tag if you have access, view tagged conversations, and more.

Click on a rule name in the activity history to edit the rule. If you have adequate permissions to edit this rule, then you will be taken to the rule editor, where you can view and edit the rule's conditions.

If you have a rule with multiple actions, they will trigger in the order shown in your rule configuration. However, the conversation activity history shows when the actions are completed as some actions take longer to process than others.

Auto-replies are a good example of an action that almost always completes last. See the example below.

Rule configuration:

Activity history:

Activity history will be presented in your individual inboxes, however some activity types such as Archive and Snooze will not be displayed.