Check a contact’s message history in a few steps
If you just need the essentials, follow this:
- Open a contact from the Contacts list
- Go to the History / Message History tab
- Review messages and flow events in the timeline
- Use event records to confirm field/group/language changes (when available)
- Troubleshoot by correlating a change with nearby messages, flow runs, and trigger/channel context
You’re done. You can now verify what happened for a contact and why.
Step-by-Step Process
- Go to the Contacts tab.
- Search for or select the contact you want to review.
- Open the contact record.
Each contact has a Message History page that helps you understand everything that has happened with that contact in your workspace.
In addition to messages sent and received, you can also review flow activity and key contact updates (like field changes or group changes).
[CAPTURE: Contact profile page with “History” / “Message History” tab highlighted.]
On the Message History page, you can typically review:
- Messages received from the contact
- Messages sent to the contact
- Flow activity such as when a contact started or completed a flow, or was interrupted/expired
- Upcoming events (where applicable)
[CAPTURE: Message History timeline showing messages + flow events.]
Message History can also show more detailed event records that help explain changes to the contact over time, including:
contact_language_changed, contact_field_changed, contact_groups_changed, contact_name_changed, contact_urns_changed,
email_created, input_labels_added, and run_result_changed.
[CAPTURE: Message History showing one or two of these “event records”.]
Message History is especially useful to confirm:
- Which channel the contact used most recently
- Why a contact entered a flow (keyword, catch-all, scheduled trigger, conversation started, and more)
- Whether group membership or fields were updated as expected
- Whether a message was sent (and when)
[CAPTURE: History view filtered/scrolled to show a field/group change followed by a flow start.]
Common Issues & Quick Fixes
Problem: I don’t see the detailed events (field/group/language changes).
Fix: These events may be outside the retention window (for example, older than 1 week). Confirm the change happened recently and that you are viewing the correct contact on the Message History page.
Problem: I can’t find when a flow started or why it started.
Fix: Scroll to the time when the user interacted and look for the first related message/event, then cross-check triggers (keyword/catch-all/scheduled/conversation started) and any channel filtering that could affect entry.
Problem: The history shows changes, but I don’t know what caused them.
Fix: Check nearby timeline entries for a flow run or message that aligns with the change. If it appears manual, review who has access and whether the change matches recent workspace activity.