Interaction History in CRM

Description

Writes a structured activity or case record to the CRM after every completed interaction, capturing channel, duration, disposition, agent, queue, and a transcript excerpt. Provides agents with a chronological interaction timeline for any customer.

Canonical use case

A banking agent opens a customer's Salesforce contact record and sees a full timeline of all past calls, chats, and emails handled by ExpertFlow, giving immediate context before the current call.