Activity

Activity is the operational record of what customers and agents do.

Where to look

• Conversations for chat transcripts, assignment, replies, and user feedback.
• Contacts for known people, accounts, attributes, and events.
• Tickets for support work that needs human follow-up.
• Analytics for aggregate trends across agents and teams.

Feedback

Widget conversations support feedback capture. Use feedback with conversation review to find inaccurate answers, missing source content, or workflows that need a human handoff.