View caller history and past SMS
Purpose: See previous calls and text conversations from the same phone number.
Steps
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Open a call.
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In the left panel, scroll through the list to see time, status, and reason for each past interaction.
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Select any item to open it.
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Items labeled Open or Resolved show call records. Items labeled with a chat icon show SMS threads.
What you will see on this page
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Timestamps with badges like Open, Resolved, Need Refill, Need Appointment.
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Both calls and text messages for the same caller.
Tips and good practice
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Use the history to avoid asking the patient to repeat information.
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Check if a similar request was already resolved before creating a new task.