Yes, a customer history can show recorded calls, emails, messages and other contact. Decide which channels are included and whether entries are automatic or added by staff. A history is only complete within those agreed boundaries.
How could this work in practice?
A colleague could open the customer record and see the latest outbound update, its subject and any next action. Keeping this beside active enquiries helps prevent another person sending a contradictory message without checking recent communication.
What needs to be agreed before development?
Distinguish a message drafted, sent, delivered and answered wherever the channel provides that information. A delivery status does not prove the customer read or understood the update. Apply permissions to private notes and sensitive communications.
What should we check before using it?
Test customer records with multiple contacts and messages about separate jobs. Links should preserve the right context. Show gaps in coverage so staff do not assume an unrecorded telephone conversation never happened.
How can Digital Solutions help?
Digital Solutions can review your current process and scope the development needed for your business. Book a free 15-minute software review or visit https://www.digitalsolutions.help/.