In VanillaSoft, call history visibility is a critical setting that can be managed by Admins to ensure Callers have the appropriate access to past interaction records. These settings are configured on a project-specific basis, meaning the visibility of call history can vary from one project to another. If a Caller can view call history for one contact but not another, it may be due to differences in these configurations. Importantly, all call history is preserved and remains accessible by Admins, regardless of what is visible to Callers. These settings are designed to tailor what the Caller sees to streamline their interactions and focus on relevant information.
How to Change Call History Visibility Settings
To modify the visibility of call history for a project, follow these steps:
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Access the Project: From the Admin homepage, open the project you want to update.
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Open Workflow/Routing Settings: Open the Workflow/Routing menu, then hover to open the Result Codes submenu, and select the Result Codes section.
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Locate the Options Section: Scroll down to find the Options section under the list of Result Codes.
- Configure Visibility Options: There are two main settings you can adjust based on your needs:
- Show Only the Most Recent Activity History Results to Callers: Enable this to limit the call history visible to Callers to a specific number of the most recent interactions.
- Hide "No Contact" Activity History Results from Callers: Activate this option to exclude interactions marked with a Result Code from the "No Contact" Result Group from the Callers’ view.
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Save Changes: After configuring the settings as desired, click Save to apply the changes.
These adjustments will affect call history visibility moving forward, helping to maintain an efficient and focused environment for Callers. By managing these settings, Admins can ensure that Callers have access to the most pertinent information needed to effectively engage with contacts.