Suivi d'activité et 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