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These docs are for v2023.12. Click to read the latest docs for v2025.03.01.

Customer activity

Applies to roles:

System Administrator Customer Service Sales Agent Finance

Customer interactions are recorded and accessed through Customer Activity. The Customer Activity section allows you to view the activities on an account in line with the customer journey. You can also filter these interactions by date, type or legacy to find the interaction you're looking for.

How to view the interactions

To see the interactions on an account:

  1. Go to the Customer Dashboard
  2. Select Customer Activity:
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This will open the Customer Activity in a new window:

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Customer Activity

The Customer Activity window display all interactions that have taken place on the customer's account:

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On the left you can filter the interactions by:

  • Date (start and end)
  • Activity (this list will only show the activities that are linked to an interaction completed on the account)
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Example of filtering by date:

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Example of filtering by activity:

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📘

Legacy Interactions

Any interactions including those that are not yet part of the Customer Activity interactions can be found by selecting "View in Legacy mode'.

You cannot filter Legacy Interactions using the Date range or Activity.

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Overview of Interactions

Interactions are presented in order of newest first:

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Each will have it's unique icon as well as information about the interaction.

See the example below:

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Each interaction will display specific attributes.

The table below contains the full list of interactions that could be recorded, along with what information is found on each:

Interactions

Attributes

Customer's Billing date has changed

  • Unique ID
  • Title of interaction = 'Billing Date Changed'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of the Interaction
  • Change bill day 'from'
  • Change bill day 'to'

Customer's subscription Account payment method has been changed

  • Unique ID
  • Title of interaction = 'Account Payment Method Changed'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • <payment method identifier> 'from'
  • <payment method identifier> 'to'
  • Associated subscription product

Additional payment has been made to a Customer's subscription Account

  • Unique ID
  • Title of interaction = 'Additional Payment Made'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Payment method used

Address changes made to a Customer's Account

  • Unique ID
  • Title of interaction = 'Address Details Modified'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Field name(s) that changed

Customer's Account enters the Credit Control Cycle

  • Unique ID
  • Title of interaction = 'Credit Control Cycle Entered'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • DIBS acquirer response code
  • Klarna response Code

Customer's Account leaves the Credit Control Cycle

  • Unique ID
  • Title of interaction = 'Credit Control Cycle Exited'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction

Customer's subscription Account is cancelled

  • Unique ID
  • Title of interaction = 'Subscription Cancelled'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that has been cancelled
  • Subscription order ID

Customer's subscription Account is scheduled to be cancelled

  • Unique ID
  • Title of interaction = 'Subscription Cancellation Scheduled'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that has been cancelled
  • Scheduled cancellation date
  • Subscription order ID

Customer's subscription Account scheduled cancellation is withdrawn

  • Unique ID
  • Title of interaction = 'Subscription Cancellation Withdrawn'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that was to be cancelled
  • Subscription Order ID

Customer's subscription Account is scheduled to be downgraded

  • Unique ID
  • Title of interaction = 'Subscription Downgrade Scheduled'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that is to be downgraded 'from'
  • Subscription product name that is to be downgraded 'to'
  • Scheduled downgrade date
  • Subscription Order ID

Customer's subscription Account scheduled downgrade is withdrawn

  • Unique ID
  • Title of interaction = 'Subscription Downgrade Withdrawn'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that was to be downgraded
  • Subscription Order ID

Customer's subscription is changed

  • Unique ID
  • Title of interaction = 'Subscription Changed'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name 'from'
  • Subscription product name 'to'
  • Subscription Order ID

Customer's subscription is renewed

  • Unique ID
  • Title of interaction = 'Subscription Renewed'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name
  • Subscription Order ID
  • Discount name
  • Discount occurrence

Customer's subscription is billed successfully

  • Unique ID
  • Title of interaction = 'Subscription Billing Success'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name
  • Subscription Order ID
  • Discount name
  • Discount occurrence

Customer's subscription has failed billing

  • Unique ID
  • Title of interaction = 'Subscription Billing Success Failed'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name
  • Subscription Order ID
  • DIBS acquirer response code
  • Klarna response Code

Customer purchases a new product

  • Unique ID
  • Title of interaction = 'New Purchase'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • <product type>
  • Product name
  • Product Order ID
  • Discount name
  • Total discount occurrences
  • <entitlement list>

New Customer is created

  • Unique ID
  • Title of interaction = 'New Customer Created'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction

New payment method is added to a Customer account

  • Unique ID
  • Title of interaction = 'New Payment Method'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Masked PAN/Klarna details
  • Current active subscription product (if available)

Manual refund has been issued to a Customer

  • Unique ID
  • Title of interaction = 'Manual Refund Issued'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • <payment method identifier> to which the refund was issued
  • Refunded amount
  • Subscription Order ID

Manual credit has been applied to a Customer account

  • Unique ID
  • Title of interaction = 'Manual Credit Added'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Credit amount
  • Account ID to which credit was applied

Manual charge has been applied to a Customer account

  • Unique ID
  • Title of interaction = 'Manual Charge Added'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Charge amount
  • Account ID to which charge was applied

Customer's product entitlements have been refreshed

  • Unique ID
  • Title of interaction = 'Entitlements Refreshed'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name
  • Subscription Order ID

Customer's account has been anonymised

  • Unique ID
  • Title of interaction = 'Customer Anonymised'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction

Customer has been sent an email receipt

  • Unique ID
  • Title of interaction = 'Email sent'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Email (receipt) Subject
  • Customer To: email address

Customer's subscription is scheduled to be paused

  • Unique ID
  • Title of interaction = 'Pause Scheduled'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Scheduled date on which Pause will take place
  • Number of months Paused for
  • Subscription product name that is to be paused
  • Subscription Order ID

Customer's subscription is paused

  • Unique ID
  • Title of interaction = 'Pause Activated'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Number of months Paused for
  • Subscription product name that is paused
  • Subscription Order ID

Customer's scheduled paused subscription is cancelled

  • Unique ID
  • Title of interaction = 'Scheduled Pause cancelled'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that was paused
  • Subscription Order ID

Customer's scheduled paused subscription is ended early

  • Unique ID
  • Title of interaction = 'Pause Ended Early'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that was paused
  • Subscription Order ID

Customer's scheduled paused subscription has ended

  • Unique ID
  • Title of interaction = 'Pause Ended'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name that was paused
  • Subscription Order ID

Customer's subscription has failed billing resubmission within the CCC

  • Unique ID
  • Title of interaction = 'Subscription Billing Resubmission Failed'
  • User ID (for Agent initiated action)
  • 'System' (for API or SSM initiated action)
  • Date/time stamp of Interaction
  • Subscription product name
  • Subscription Order ID
  • DIBS acquirer response code
  • Klarna response Code

Viewing and resending an email

If an email has been sent to a customer due to an interaction, you will be presented with an option to view the email:

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The sent email will be displayed in a pop-up window.

The pop-up will show the email that was sent to the customer and you will have the option to resend it, simply by clicking 'resend email':

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A confirmation message will appear on screen confirming the email has been resent.

Emails will be sent out immediately to the customer's registered email address.

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Updated about 1 month ago