The short answer

Communication History matches supported phone messages and calls to the customer’s phone information. Missing or inconsistent numbers may prevent a match.

Availability: Available to accounts with Customers CRM access. Communication, AI and provider features require their related services and permissions.

Step-by-step

  1. Open Customer Details

    Choose the details action for the intended customer.

  2. Select Messages

    Review incoming and outgoing SMS, MMS and matched WhatsApp entries, timestamps, direction and any supported Attachment link. WhatsApp cannot be composed directly from CRM.

  3. Select Calls

    Review call direction, status, time and duration, and open Recording only when a recording URL is available and authorized.

  4. Correct mismatches

    If history is missing, verify the stored phone number and the line used in Phone System before creating a duplicate contact.

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