Viewing a customer’s history

Use a person's profile in People to review their site activity, correspondence, campaign activity, business records, and team notes before following up. The same history tabs are available for visitors and leads; someone does not need to be classified as a Customer first.

You need access to People on the correct site. What appears depends on the identities linked to the profile, your mailbox access, the site's connected features, and the records available. The profile provides a recent overview, not a complete archive of everything the person has ever done.

Open the right person's history

1. Open People in your site's admin. Search using a known email address or phone number, then use the name as an additional check.
2. Check Active and, when needed, Archived. Choose Any time in the last-activity dropdown for an older contact, and clear unrelated owner, tag, source, or saved-view filters.
3. Open the person and compare the Contact details with the customer you intend to review. A similar name alone is not enough to identify them.
4. Wait for the profile details to load. Start with Activity, or select Conversations, Campaigns, Records, or Notes for the information you need.

The last-activity filter helps you find the person in the list; it is not a date-range selector for every record inside their profile. The profile tabs show the records loaded for that person.

If Profile details couldn’t load appears, select Retry. Do not interpret a loading error as an empty history. For stage meanings, archived people, and identity matching, see Understanding visitors, leads, and customers.

Read site activity and engagement

Activity combines an Engagement timeline with a dated list of site visits and on-page actions. Use it to understand what the person has been looking at before a conversation.

1. Review the headline Visits, Page views, Total time, Avg time / visit, Avg views / visit, Contacts, and Last active values. A Score may also appear when configured.
2. Point to, select, or keyboard-focus a point on the Engagement timeline to inspect that period's Views, Contacts, and Active time.
3. Check First seen, and any Top referrer, Most viewed, Currently viewing, or Last page information shown below the chart.
4. Read the dated activity list, newest first. When several site areas have activity, use All, Site, Blogs, Docs, Booking, or Links to narrow it, then return to All for the broader view.

The area filters only appear when there is something useful to filter. Booking here means activity on public booking pages; actual appointments are under Records → Bookings.

Interpret the summary with these distinctions in mind:

• Visits groups recorded activity into sessions. It does not count distinct people.
• Contacts counts linked form submissions and support chats. It is not the number of people in your database, emails exchanged, or completed purchases.
• Total time and Avg time / visit summarize the span between recorded events within visits. Active time on the chart and completed page entries reflects measured viewing activity. These values use different measurements and need not match.
• Active now and Currently viewing indicate recent recorded activity. They do not guarantee the person is still watching that page or available to respond.
• First seen is the first recorded site activity available for the linked visitor identities, not necessarily when your business first met the person. Direct means no external referrer is shown; it does not prove they typed the address.

Consecutive matching actions may be combined into one line, such as Viewed Home ×3. That represents repeated recorded events, not three different people. The activity count can therefore exceed the number of visible rows. A missing time beside a page visit does not prove that the person spent no time there.

Browsing activity is not proof of a completed transaction. For example, viewing a booking page or starting a form does not establish that an appointment was booked or a submission received. Check the corresponding record before taking action.

Review emails and support conversations

Open Conversations, then choose Emails or Chats.

Emails shows linked correspondence with Direction, Email, Status, Source, and When. Use Inbound and Outbound to distinguish a customer's message from a message sent to them. The subject and any preview help you identify the conversation, but this table is not the full message reader or reply composer.

To continue an email conversation:

1. Note the subject, direction, and date of the relevant entry.
2. Open your inbox and find the message using those details and the customer's email address. See Finding and organizing messages.
3. Read the complete thread before replying, including any attachments and more recent messages. Use Reading, replying to, and forwarding email for the reply steps.

Only correspondence available to your account can appear. This profile view excludes messages in Archive, Trash, and Drafts, so use the inbox's appropriate folder when looking for one of those messages. A missing entry here does not prove that the message was deleted or never sent.

Chats lists linked support conversations with their status, priority, route, and last-message time. Use those details to locate the full conversation in your site's support tool. The profile table does not provide the complete transcript or a chat-reply control.

Email and chat dates describe different events: When belongs to the email entry, while Last message is the most recent message time for a chat. Compare the labels as well as the timestamps.

Check campaign activity and list membership

Open the main Campaigns tab. It has two views:

• Campaigns shows linked campaign email events, with the recorded status, source, and time. Ordinary inbox correspondence belongs under Conversations.
• Lists shows linked email-list memberships, their status, source, and update time.

Use a campaign status as evidence of the reported event. Sent, delivered, opened, and clicked describe different stages; a sent entry alone does not establish that the customer read the message. For the full campaign result, open Campaigns and review its delivery results.

List membership is separate from permission to send another message. Review the current recipient status, subscription choices, and sending restrictions before outreach. This profile view is not a subscribe, unsubscribe, or send control.

If No campaign activity yet or No list memberships yet appears, first confirm the email identity on the profile and then check the original campaign or list. Imported contact details alone are not evidence that a campaign was sent.

Review forms, bookings, contracts, and purchases

Open Records and choose the relevant view. Check each record's status and date before treating it as a completed action.

Forms lists the form name, scope, source path, and submission time. To read a submission:

1. Select the form name in its row.
2. Review the submitted field values, person, date, and source in the side panel.
3. Check Needs follow-up or Done for its current work status. Close the panel with Close submission when finished.
4. If the submission is unavailable, check the original form's submissions or ask your administrator to investigate. Do not recreate the customer's response from memory.

Opening an unread submission can mark it as read and record a read receipt when you have editing permission. Mark as unread, Mark done, and Reopen change its work state; use them only when that change is intended. Reply by email opens an email composer, so review the recipient and message before sending.

Bookings shows scheduled time, status, invitee, and a booking reference. The displayed date is the appointment time, which may be in the future, rather than the date the person made the booking. Confirm the current booking in your scheduling tool before preparing for, changing, or cancelling an appointment.

Contracts shows the contract name, the person's signing status, and when that record was updated. A contract entry can be incomplete; do not assume it is signed because it appears in the table. Open the original contract to review the document and its current completion state.

Purchases requires Cedros Pay. When available, it shows linked payment-related records with a status, an amount when supplied, and a date. Review the status rather than treating every row as a successful sale, and do not add these rows together as a revenue total: multiple events may relate to the same payment or subscription. Use the original payment record for settlement, refunds, subscription state, and receipts. A dash in Amount means the value is not shown here, not that the payment was free.

If Cedros Pay isn't installed yet appears, this site's purchase integration is unavailable. That message does not establish whether the customer has bought something elsewhere. Installing a payment extension is a separate setup task for your administrator.

Read and add team notes

Use Notes for context your team has recorded, such as a phone call, a meeting, or an agreed next step. Notes show the author identifier, type, date, and text.

1. Open Notes and review the newest entries first.
2. Use All types, General note, Phone call, or Meeting to narrow the list. Use Search notes… to search the loaded notes by text or author.
3. If No matching notes appears, clear the search and return to All types before concluding there are no notes.
4. To add context, select Add note, choose Type, enter the Note, and select Save note. You need editing permission, and the note cannot be blank.
5. Wait for Note saved. and confirm the new entry appears in Notes. If an error occurs, check the list before submitting again to avoid a duplicate.

Write factual, useful context and agreed next steps. Include the actual conversation date if it differs from the date you are writing the note. Notes belong to the shared profile, so include only information your team needs.

A note records context; it does not send a message, change a booking, correct an email address, or assign follow-up responsibility. For owner, stage, tags, company, and custom details, use Adding and updating a contact.

Resolve missing or unexpected history

A profile is a linked overview with limits on the records loaded. Older entries may not appear, and note search only searches the notes currently loaded. The headline analytics summary and tab badges can cover different sets of records, so they are not expected to match every displayed list.

• A person is missing from People: check the site, stage, Archived, last-activity window, and other list filters. Searching a different known identity may locate a separate record.
• No activity yet: the profile may have no linked browsing activity, even when it has emails, bookings, or notes. Check those tabs separately.
• An older conversation or record is missing: look in the original inbox, support, form, scheduling, contract, or payment tool. The profile is not the complete history browser for those tools.
• Emails are missing: confirm the customer's address, your mailbox access, and the message's folder. For inbox search and folder recovery, see Finding and organizing messages.
• Records appear under another profile: verify the email, account, or visitor identity used at the time. Do not merge records just to fill a gap when you are unsure they belong to the same person.
• History seems to belong to someone else: stop using it for follow-up and ask your administrator to review the identity links. A shared browser, device, or similar name is not sufficient confirmation.
• Details fail to load or look out of date: read the error, retry or reopen the profile, and compare with the original record. If access is missing, see Why can’t I see or edit a feature?.

Before following up, confirm the person's identity, read their latest relevant conversation and notes, check the current business-record status, and review who owns the next action. This avoids replying to an old issue or acting on an incomplete booking or payment.

If the discrepancy remains, contact support with the profile reference, affected tab, record reference or subject, approximate date, and exact error. Share only the information needed to investigate.