Chat Activity and CRM
What the right column is for
Besides the contact card, Chats can show activity blocks about the same person: other conversations, payments, subscriptions, database actions, notes, and A/B tests. Together they give support the full picture without leaving the inbox.
Which blocks appear — and in which order — is controlled in Chat settings.
Conversation history
Lists related dialogs for this contact (or the current thread summary). Useful when the customer wrote earlier on another day or another connection.
- Open an item to switch to that conversation.
- Check status and last message time before asking the customer to “repeat everything”.
Payments
Shows payment events linked to the user: successful charges, invoices, amounts (as available in your bots).
Use it when the customer says “I already paid” — verify before restarting a paywall scenario.
Subscriptions
Active or past subscriptions (recurring products) for the contact.
Helpful for access issues (“why was I charged again?”) and cancellation requests.
Database
Database action log for bot data related to this user (records created/updated by scenarios).
- Quick list in the sidebar.
- Open the full log explorer when you need filters and export.
Database entries are technical; translate them into plain language for the customer.
Notes
Internal notes only managers see — never sent to the customer.
| Good use | Bad use |
|---|---|
| “Promised callback Friday” | Long paste of the whole chat |
| “Angry — escalate to lead” | Passwords or card numbers |
Create, edit (if allowed), and keep notes short.
A/B tests
Participation and conversion data for experiments this user hit in the constructor (variants, conversion events, value when tracked).
Use for product questions (“which offer did they see?”), not only for marketing reports.
How to work with the column day to day
- Open the dialog and skim history for prior context.
- Check payments / subscriptions if money is involved.
- Read notes left by colleagues.
- After the call, add a note and close or reassign.
Tips
Turn off blocks your team never uses — less noise.
Put Notes near the top if human handovers are frequent.
Payments + notes together prevent double refunds and repeated questions.