Engagement History is the interaction history panel displayed on the right side of the CAAC Contact Profile. It consolidates the contact's MAAC engagement records (Send / Open / Click / Auto Reply Trigger) and CAAC Customer Service AI conversation summaries in one place. Customer service agents can quickly understand a customer's recent marketing engagements and service history without switching between tools.
This feature requires no setup. Eligible contacts will automatically display Engagement History.
📌 How It Differs from Other Contact Profile Sections
- Engagement History (this article): Displays a timeline of MAAC broadcast interactions and CAAC conversation events. Data comes directly from Crescendo Lab's native platform and requires no additional integrations.
- Contact Profile — Third-Party Platform Integration: Displays membership, order, and coupon information from EC platforms (such as 91APP and SHOPLINE). This section requires e-commerce platform integration and is separate from Engagement History.
Available Event Types
The timeline contains three event categories, displayed in chronological order:
| Event Type | Card Display | After Expansion |
|---|---|---|
|
MAAC Broadcast Broadcast / Open API |
Broadcast events from the same day are grouped into a single card, displaying the highest-priority action of the day (Click Open Send) along with the broadcast name. | A complete interaction timeline (timestamps for each Send / Open / Click event), allowing users to review activities within 30 days after the broadcast was sent. |
| MAAC Auto Reply | Trigger method (Keyword / Any Message / First-Time Join) and auto reply name. | Interaction details such as button clicks and URI redirects. |
| CAAC Conversation | Conversation topic, handling status, and assigned agent. | Full AI Summary content (if available) and a link to the conversation. |
AI Summary is not shown as a standalone timeline event. Instead, it is attached to a CAAC Conversation event. Click the conversation event card to expand and view the full AI Summary.
Display Range
By default, Engagement History displays events from the most recent 7 days. Quick filter options are available in the upper-right corner for 14 Days / 30 Days / 90 Days. Data is retained for up to 90 days.
The date filter only affects the timeline display range. After expanding an MAAC Broadcast card, users can still view the complete interaction history within 30 days after the broadcast was sent, regardless of the selected date range.
Requirements & Limitations
The following condition must be met for Engagement History to be displayed:
- CDH Cross-Product Contact Integration must be completed, and the contact must have a unified contact ID. Anonymous contacts (without a member identity) will not display this section.
The following event types are not currently supported (planned for future releases):
- Advertising Events (S2C Ad Click)
- SDK Behavioral Events (such as webpage visits)
- Business Events (Purchase, Add to Cart)
- Voice Call Summaries
👉 Haven't completed CDH integration yet? Please refer to: Tutorial | Complete Guide to MAAC & CAAC x CDH Contact Integration
FAQ
Why don't some contacts display Engagement History?
The most common reason is that the contact has not completed CDH integration and does not have a member ID. Please verify the CDH integration status or contact Crescendo Lab Support for assistance.
Is Engagement History updated in real time?
Data is not pushed in real time. The information is automatically refreshed when users switch tabs or channels. If an event does not appear immediately, try switching away and then back again.
Why can't I see ad click or shopping behavior events?
Advertising events (S2C Ad Click) and business events (such as Add to Cart and Purchase) are not included in the current version and will be introduced in future releases.
Can I view AI conversation summaries handled by other teams?
📚 Related Articles:
- CAAC AI Copilot - AI Summary
- Tutorial | Complete Guide to MAAC & CAAC x CDH Contact Integration
- Tutorial | CAAC Contact Profile - Third-Party Platform Integration