{"id":2845,"date":"2025-05-10T18:29:26","date_gmt":"2025-05-10T18:29:26","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=2845"},"modified":"2025-06-27T16:06:45","modified_gmt":"2025-06-27T16:06:45","slug":"customer-journey","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/call-center\/call-center-v-1-x-x\/contacts-management\/customer-journey\/","title":{"rendered":"Customer Journey"},"content":{"rendered":"<p>The <strong>Customer Journey<\/strong> interface provides a real-time snapshot of how customers interact with your business across all channels. The <strong>Interaction Summary<\/strong> panel shows total engagement volumes\u2014whether through WhatsApp, SMS, email, web chat, or calls\u2014offering a clear view of where your customers are most active. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"414\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-135-1024x414.png\" alt=\"\" class=\"wp-image-3615\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-135-1024x414.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-135-300x121.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-135-768x311.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-135.png 1303w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>the <strong>Last Actions<\/strong> section logs the most recent activities, including outgoing and incoming messages, tickets, and call-related events. Each entry displays the channel, timestamp, and message title, allowing your team to quickly trace communication history, identify context, and deliver a more personalized support experience.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img decoding=\"async\" width=\"1024\" height=\"881\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-136-1024x881.png\" alt=\"\" class=\"wp-image-3617\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-136-1024x881.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-136-300x258.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-136-768x661.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2025\/05\/image-136.png 1067w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"has-vivid-red-color has-text-color has-link-color wp-elements-ba3747a9687ce303c0ccc79b20987f03\"><em>Requires crm license.<\/em><\/p>\n\n\n\n<p><\/p>","protected":false},"author":1,"featured_media":0,"parent":2810,"menu_order":0,"template":"","manualdocumentationcategory":[16],"manual_doc_tag":[],"class_list":["post-2845","manual_documentation","type-manual_documentation","status-publish","hentry","manualdocumentationcategory-doc-demo-articles"],"_links":{"self":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/2845","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation"}],"about":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/types\/manual_documentation"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":3,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/2845\/revisions"}],"predecessor-version":[{"id":5058,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/2845\/revisions\/5058"}],"up":[{"embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_documentation\/2810"}],"wp:attachment":[{"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/media?parent=2845"}],"wp:term":[{"taxonomy":"manualdocumentationcategory","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manualdocumentationcategory?post=2845"},{"taxonomy":"manual_doc_tag","embeddable":true,"href":"https:\/\/wiki.xontel.com\/ar\/wp-json\/wp\/v2\/manual_doc_tag?post=2845"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}