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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.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing