System AdministratorCustomer ServiceSales AgentFinance
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:
Go to the Customer Dashboard
Select Customer Activity:
This will open the Customer Activity in a new window:
Customer Activity
The Customer Activity window display all interactions that have taken place on the customer's account:
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)
Example of filtering by date:
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.
Overview of Interactions
Interactions are presented in order of newest first:
Each will have it's unique icon as well as information about the interaction.
See the example below:
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:
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':
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.
