Learn how to retrieve the interaction history of one or more contacts and obtain a complete backup of commercial service records.

1. Activity Monitor

1. Go to the menu Sales > Activity Monitor.
2. Set the desired filters:
   1. Period: Select the date range.
   2. Team (group): Choose the service group.
   3. Agent: Select the specific agent, if needed.
3. Click on Save Report to start the export.
4. Wait for the processing to finish. A notification will be sent via the Notifications Center of Zenvia Customer Cloud.

To download the report:

1. Click on the notifications bell icon  on the top navigation bar.
2. Select Access. The exported report will be available for download for 15 days.

2. Request via Support

If the desired message history is archived (messages older than two years), request the backup directly from support.

1. Open a chat with Zoe  in Zenvia Customer Cloud.
2. Select Product Support and then Module - Commercial Service.
3. Provide:
   1. Organization ID (ORG ID): Located in your organization's profile. To find it, click on the organization name > Manage Organizations.
   2. Contact Number: The phone or contact identification.
   3. Belonging Group: The group to which the contact is linked. You can find this information in the Commercial Contact Management panel, using the search filters for contacts, groups, or subgroups.
   4. Period: Specify the date range using the ISO 8601 format:

YYYY-MM-DDThh:mm:ssTZD  

(Example: 2024-07-16T19:20:30-03:00) 

ISO 8601 Format Explanation:

• YYYY = Four-digit year
• MM = Two-digit month (01 to 12)
• DD = Two-digit day of the month (01 to 31)
• hh = Hour in 24h format (00 to 23)
• mm = Minutes (00 to 59)
• ss = Seconds (00 to 59)
• TZD = Time zone designator (e.g., Z, +hh:mm, -hh:mm)

Example of a complete period:

Start date: 2024-07-16T19:20:30-03:00

End date: 2024-07-25T19:20:30-03:00

If the time is not specified, 00:00:00+00:00 will be considered for the start date and 23:59:59+00:00 for the end date.

The requested history will be attached to the ticket.