Raimon den Boef

After using an email action after a custom event trigger in an event-based journey, you can see the details of the recipient in het Email Analytics part of the journey itself.

However, this email interaction is not visible on the related Contact form in the Timeline nor Insights.

Such as tracked emails from Outlook and Marketing emails from Customer Journeys, we would like and need to see the Email stats (and from other actions such as push notifications) on a Contact level. Can this be configured?

Current situation is that Inbox views are auto refreshed every five minutes. Representatives can manually refresh the view by using the Refresh icon.

When working with several chats and several agents, you would need an auto refresh that's close to realtime so that you can directly see which chats are still open or not instead of waiting 5 minutes or having to refresh manually everytime you check.

So idea to be able to configure the auto refresh frequency as one wishes.

It is possible to add custom field on the Active Conversation form but it is not possible to add a value to this custom field and save it. This is not possible manually nor via a business rule.

Idea is that it is possible to add data to Conversation records; e.g. after ending a conversation, the agent wishes to fill a custom Tag/Subject field so you can categorize conversation per tag/subject, this for analysis.