Activity Tracking & Communications

Contact Activity System

Tracking Interactions and Communications

The contact activity system provides comprehensive tracking of all interactions with contacts:

Activity Creation:

Activities are automatically created when interactions occur with contacts
Each activity links a specific interaction to a contact record
Activities include user attribution and team assignment for proper tracking
Timestamps automatically track when activities occur

Activity Components:

User ID: Tracks which team member initiated the activity
Team ID: Ensures activities are properly scoped to teams
Contact ID: Links activities to specific contact records
Model ID: References the specific interaction (chat, ticket, email)
Activity Type: Categorizes the type of interaction

Activity Management:

Activities can be created through the ContactActivityTrait
Activity deletion is supported for cleanup and management
Team-based filtering ensures proper activity access control
Activity pagination supports large interaction histories

Activity Integration with System Components

Contact activities integrate seamlessly with various system features:

Automatic Activity Creation:

Chat interactions automatically create contact activities
Email communications trigger activity creation
Ticket creation generates associated contact activities
Widget interactions create activities for contact tracking

Activity Relationships:

Activities belong to specific users for accountability
Activities are associated with contacts for relationship tracking
Activities link to specific interaction models (chats, emails, tickets)
Team assignment ensures proper access control and isolation

Activity Types

Email, Chat, and Ticket Tracking

The system supports multiple activity types for comprehensive communication tracking:

Email Activity Tracking:

TYPE_EMAIL: Tracks email communications with contacts
Incoming Email Integration: Automatic creation of email activities for received emails
Email Details: Subject, sender, and message content tracking
Email Activity Association: Links email activities to contact activity records

Chat Activity Tracking:

TYPE_CHAT: Tracks chat interactions with contacts
Widget Chat Integration: Website chat widget interactions create chat activities
Chat Session Tracking: Links chat activities to specific chat sessions
Real-time Activity Creation: Chat activities created during live conversations

Ticket Activity Tracking:

TYPE_TICKET: Tracks support ticket interactions
Ticket Creation Activities: Automatic activity creation when tickets are created
Support Interaction Tracking: Links tickets to contact activity history
Ticket Activity Management: Activities track ticket-related interactions

Activity Type Management

Each activity type has specific handling and integration:

Email Activity Features:

Incoming Email Storage: Email content stored in separate incoming_emails table
Email Deduplication: Prevents duplicate email activities for same messages
Email Content Tracking: Subject, sender, and message snippet storage
Email Activity Relationships: Links to contact activity records

Chat Activity Features:

Chat Session Integration: Activities linked to specific chat sessions
Widget Integration: Website widget chats automatically create activities
Contact Creation: Chat interactions can create new contacts automatically
Real-time Tracking: Activities created during live chat interactions

Ticket Activity Features:

Support Ticket Tracking: Links tickets to contact interaction history
Ticket Activity Creation: Automatic activity generation for new tickets
Support History: Complete history of support interactions per contact
Ticket Activity Management: Activities track ticket lifecycle events

Activity Timeline

Chronological History of Contact Interactions

The activity system provides comprehensive chronological tracking of contact interactions:

Timeline Display:

Chronological Ordering: Activities displayed in reverse chronological order (newest first)
Timestamp Formatting: Activities show formatted timestamps for easy reading
Activity Pagination: Large activity histories are paginated (10 activities per page)
Activity Type Display: Different activity types displayed with appropriate formatting

Timeline Features:

Activity Links: Activities link to source interactions (chats, tickets, emails)
Activity Context: Activities show relevant context and interaction details
User Attribution: Activities display which user initiated the interaction
Team Filtering: Activities filtered by team for proper access control

Timeline Integration:

Contact Detail Pages: Activity timeline appears in contact detail views
Activity Tab Interface: Dedicated tab for activity history viewing
Real-time Updates: New activities appear in timeline immediately
Activity Search: Find specific activities within contact history

Activity History Management

Activity history provides comprehensive interaction tracking:

History Organization:

Contact-Specific History: All activities for a contact in one timeline
Team-Based Filtering: Activities filtered by team membership
User-Based Access: Activity visibility based on user permissions
Activity Type Filtering: Filter activities by type (email, chat, ticket)

History Features:

Complete Interaction Audit: Full history of all contact interactions
Activity Relationships: Activities link to source interactions for context
Historical Analysis: Track interaction patterns and communication frequency
Activity Metrics: Analyze contact engagement through activity history

Email Integration

Incoming and Outgoing Email Tracking

The system provides comprehensive email integration for contact communication:

Incoming Email Processing:

Automatic Email Detection: System automatically detects incoming emails from contacts
Email Activity Creation: Incoming emails automatically create contact activities
Email Content Storage: Subject, sender, and message content stored for reference
Duplicate Prevention: System prevents duplicate email activities for same messages

Email Integration Features:

User Mailbox Integration: Connects to user email accounts for automatic processing
Contact Email Matching: Matches incoming emails to existing contacts
Email Content Extraction: Extracts subject, sender, and message snippets
Activity Association: Links email content to contact activity records

Outgoing Email Support:

Email Campaign Integration: Outgoing emails tracked for contact communication
Email Status Tracking: Track sent, failed, queued, and draft email statuses
Email Delivery Monitoring: Monitor email delivery and interaction
Email Communication History: Complete email interaction history per contact

Email Activity Management

Email activities integrate with broader contact management:

Email Permission Control:

Role-Based Email Access: Email activities visible based on user permissions
Email CRUD Permissions: Users with email CRUD permissions see all email activities
Restricted Email Access: Users without email permissions see limited email activities
Team-Based Email Filtering: Email activities filtered by team membership

Email Activity Display:

Email Activity Timeline: Email activities appear in contact activity timeline
Email Content Display: Email subject, sender, and content displayed in activities
Email Activity Links: Activities link to source emails for detailed viewing
Email Activity Formatting: Email activities formatted for easy reading

Communication History

Complete Interaction Audit Trail

The communication history system provides comprehensive tracking of all contact interactions:

Comprehensive History Tracking:

All Communication Types: Email, chat, ticket, and other interactions tracked
Complete Audit Trail: Full history of all contact communications
User Attribution: All activities tracked with user and timestamp information
Team-Based History: Communication history isolated by team membership

History Organization:

Chronological Timeline: All communications organized by timestamp
Activity Type Grouping: Communications grouped by type for analysis
Contact-Specific History: Complete communication history per contact
Team Communication Analytics: Analyze team communication patterns

History Access and Permissions:

Role-Based History Access: Communication history access based on user roles
Team-Based Filtering: History filtered by team membership for security
User Permission Control: History visibility based on user permissions
Activity Type Restrictions: Some activity types restricted based on permissions

Communication Analytics and Insights

Communication history provides valuable insights for contact management:

Communication Patterns:

Interaction Frequency: Track how often contacts are communicated with
Communication Channels: Analyze preferred communication channels per contact
Response Times: Monitor response times and communication effectiveness
Communication Volume: Track communication volume over time

Contact Engagement Analysis:

Activity Metrics: Measure contact engagement through activity frequency
Communication Trends: Identify communication patterns and trends
Contact Responsiveness: Track contact response patterns and engagement
Team Communication Performance: Analyze team communication effectiveness

Business Intelligence:

Communication ROI: Analyze communication effectiveness for business outcomes
Contact Relationship Health: Monitor relationship strength through communication frequency
Team Performance: Evaluate team communication performance and effectiveness
Contact Lifecycle Tracking: Track contact progression through communication history