Prior contact in the Agent Console

When an agent opens a customer's account, the Agent Console shows whether that person has already been in touch, on any brand, and what happened.

When an agent opens a customer's account, a Prior contact strip sits under the customer's name. It answers one question fast: has this caller already talked to someone, and what happened?

What it shows

• Their Zendesk tickets, from every Zendesk account you've connected, on every brand. Calls your AI voice agent handled appear too, because those land in Zendesk as tickets.
• Refunds and cancels made to this account, whoever made them and wherever: the Agent Console, Claude or ChatGPT.

Newest first. The ten most recent show, with Show older for the rest. Each row is labelled with the brand it happened on.

Most callers have no history, so for them it's a single line: "No prior contact found on any brand."

At a glance

Above the list, a few lines call out what matters most. They follow fixed rules:

• Repeat contact: two or more touches in the last 72 hours.
• Open tickets: any ticket still open, with how long ago it was updated, and no reply yet when nobody has answered the customer.
• A recent change: a refund or cancel in the last 30 days.

Reading a conversation

Click a ticket to open its conversation in place: who wrote each message, and when. Internal notes are marked so they're never mistaken for what the customer saw. Open in Zendesk goes to the ticket itself.

A conversation only opens for this customer's own tickets.

If something doesn't load

The account shows first; prior contact fills in a moment later. If a Zendesk account doesn't answer, the strip says which one, with a Retry, and shows everything else.

The customer is found in Zendesk by the email address on their Recurly account. An account with no email can't be matched, and the strip says so.