Contact History Report

The Contact History Report is a client report that displays your business’s complete contact history , including email interactions, for the date range selected. To view only your business’s email interactions with your clients, see Email History Report. To view an individual client’s contact history through their client profile, see Client’s contact history.

This article describes how to view the Contact History Report and provides details of the columns that appear in the report. To learn how to customize and filter the report, see Viewing a report.

In this article:

    To view the Contact History Report:

    1. Click the App Drawer button .
    2. In the App Drawer, click View All.
    3. In the list, click Reports. You can filter the list by entering Reports into the Search field.
    4. On the Reports menu, click Clients.
    5. On the Clients menu, click Contact History. The Contact History Report is displayed.

    Headings in the Contact History Report

    HeadingDescription
    ClientThe name, email, and profile image of the client or staff member contacted is listed in this column. Relevant details about this customer, such as pass status, waiver status, contract status, special notes, unpaid visits, and account balance will be noted here by small icons. Hover over any icon to learn more.
    DateThe date and time the client was contacted.
    UserThe client or staff member who made the contact.

    • If the contact was automated by the system, this column will be labeled Automated.
    • If no staff member was selected when the contact log entry was created, this column will display No Staff.
    Contact MethodThe method of contact. The possible methods are: Email, In Person, Mail, Phone, Push, and SMS.
    CategoryThe name of the notification.
    Contact TypeThe type of notification sent to the customer. The possible notification types are Client Notification, Staff Notification, Automated Marketing, Message Center, and Admin Business. If the contact was added manually, a custom contact type can be added.
    StatusThe status of the contact method. The possible email statuses are:

    • Sent – The email was delivered.
    • Opened – The email was delivered and opened.
    • Unopened – The email was delivered but hasn’t been opened yet.
    • Bounced – The email failed to deliver. You can hover over a Bounced status to reveal the reason why the email bounced. For more information about bounced emails, see FAQ: Why did an email bounce?
    • Awaiting Send – The email is in the process of delivery. This status will change after the message has been processed.
    • Failed – The email wasn’t sent to the client. You can hover over a Failed status to reveal the reason why the email failed to send. Reasons an email may have failed to send include:
      • Turned Off – The client has turned off email notifications.
      • Wrong Client Group – The client is not part of the client group meant to receive that email notification.
      • Wrong Client Type – The client is not the client type meant to receive that email notification.
      • Locked Email – The business disabled the email notification.
      • Blacklisted Email – The client’s email address is blacklisted. For more information, see FAQ: Why was my email blacklisted?
      • Unknown – The email failed to send due to unknown reasons.

    NoteThe email status shown reflects the most recent update provided by Amazon Simple Notification Service (SNS). This means that emails may sometimes go through multiple statuses, but only the most recent status will be shown.

    For example, an email may initially have a status of Bounced, but later the status is changed to Opened. In this case, the reason the email bounced will appear when you hover over the Opened status.

    NoteAn email status may not update if the recipient is using ad-blocker plug-ins or a secure email agent. For example, an email may have a status of Unopened even if the recipient has opened the email.

    The possible SMS statuses are:

    • Unopened – The message was delivered but hasn’t been opened yet.
    • Sent – The message was delivered.
    • Failed – The message wasn’t sent to the client. You can hover over a Failed status to reveal the reason why the email failed to send.
    ChannelThe direction in which the notification was sent. The possible channels are:

    • Inbound – The message was sent by a client to your business.
    • Outbound – The message was sent by your business to a client.
    ActionClick the Action button An image of the more button which is three gray dots stacked vertically. to Resend the message to the client or Show the body of the message. Manually added contact logs can’t be resent.

    Advanced filters in the Contact History Report

    FilterDescription
    Contact MethodUse this filter to determine which contact logs to include in the report based on the contact method used to contact the client.
    Mail TypeUse this filter to determine which contact logs to include in the report based on which type of notification was issued. Only one selection can be made at a time.
    Contact TypeUse this filter to determine which contact logs to include in the report based on which contact type was used to contact the client.
    Mail StatusUse this filter to determine which contact logs to include in the report based on the status of the notification.
    Push StatusUse this filter to determine which contact logs to include in the report based on the status of the push notification.
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