What it is
Activity is a tab on the full contact profile. It is one timeline of everything that happened with this customer, and it fills itself: nobody has to log anything by hand. The oldest entry is at the top and the newest at the bottom, like a chat.
It lists:
- Conversations on every channel (SMS, WhatsApp, Instagram, Messenger, website chat, email), grouped into sessions: messages back and forth with the customer on one channel are one entry, such as SMS conversation · 4 messages · Oct 15, 9:05 – 9:19 AM · 2 from the customer · 2 from Aria, with the last message under it. When nobody writes for more than 10 minutes, the next message starts a new entry. An email thread is one entry, however long. Select the entry to open it right there: every message of that session, from the customer, your team and Aria, with who wrote it and when. Open conversation opens that exact conversation in the Inbox (or Intake), at the session's first message, even when it is closed or old.
- Journey messages such as booking confirmations and reminders (with the journey's name), campaign and campaign-flow messages (with the campaign's name), check-ins and review requests. Web forms and third-party leads show as Form submitted or Lead received.
- Calls: Aria's calls, incoming calls and click-to-call calls with their outcome, calls you logged, and scheduled callbacks. A call that connected and was recorded has a small player right on the entry (play or pause, drag to any point, and 1× to switch to 1.5× or 2×) and a Transcript link when a transcript was kept.
- Notes: internal notes, Aria notes and Aria's team notes.
- Tasks: tasks created, reassigned and completed (with how they ended and the note), and hand-offs to the team and how they were resolved.
- Visits & sales: visits and test drives booked, moved, attended, missed or cancelled, walk-ins, deals moving stage, proposals created, emailed and viewed, sales and deliveries, trade-in appraisals, vehicle interests and vehicles reserved.
- System: journeys and campaigns the customer joined or left, lead status changes (with who moved it: a person, Aria or Automation), lead score changes (only when the band changes, such as Warm → Hot), permission recorded or withdrawn, opt-outs, list joins and leaves, tags added or removed (by a person or Aria), merges, contact edits and escalations.
Each entry says what · who · when (a team member's name, Aria, Automatic or Customer) and one line, with a link that opens that exact record: a call in Calls, a task, visit, deal or sale on its own page, a proposal, the campaign or campaign flow, or the customer's journey.
How to use it
- Open a contact in Contacts, select Open full profile, then the Activity tab.
- Use the chips at the top to narrow it: All · Messages · Calls · Notes · Tasks · Visits & sales · System. Each shows how many entries it has.
- Planned lists open tasks, upcoming visits and callbacks for this customer, soonest first, with + Schedule task.
- The timeline opens at the newest entry. Scroll up and older entries load by themselves.
- Use the composer under the timeline. Each tab is one short row and one button, right here on the page:
- Note: choose Internal note or Aria note (Aria plans one message or call from it), write it and select Add note. It shows in the timeline straight away.
- Call: choose the customer's number and your dealership number, then Call. We ring your phone first, then connect the customer. If the call never connects (you didn't answer, the customer didn't answer, the line was busy or it failed) it logs itself as No answer, Line busy, Couldn't connect or Cancelled. Only a call that connected asks how it went. Called from your own phone? Select Log the call.
- Email: choose From and To, write a Subject and the message (or Insert template), then Send email. It sends from your own mailbox.
- SMS: choose your texting number and the customer's number, write the text and Send SMS. If the customer hasn't agreed to texts yet, say why you may text them and how you know, and select Record & send.
- Task: choose the type, check the title, who does it (you by default) and when it's due, add a note if you like, and select Save task. It shows in the timeline and in their My Work.
Under a note: Edit, Delete and Pin. Pinned notes also show above the timeline.
What the data means
- Activity reads the real records, so it is always complete: a message sent from the Inbox, a reminder a journey sent or a call Aria answered all show here without anyone logging them. The lead score itself stays on the right side of the profile; Activity only notes when its band changes. A website form they filled out shows as Submitted form: followed by the form name with the answers; it is linked by exact phone or email only (never by name, and never when they match two contacts) and adds 2 lead score points.
- A call's recording line says what really happened: the player when it was saved; Recording is being saved… for a minute or two after the call; No recording (recording was off) when recordings were off in Settings → Calls at the time; or a short reason when it wasn't kept. A call that never connected has no recording line. Without Calls access you see where to find it instead of the player.
- A click-to-call that never connected can't be given a talk outcome such as Appointment set or Left voicemail. If the number was wrong, select Wrong or bad number?.
- Editing a note saves the new wording in its place; the earlier wording stays in the contact's history. Delete removes the note from Activity; it also stays in history. Aria's own team notes can be pinned but not edited.
- Adding notes, Aria notes and call logs is for Owners today. Staff with Contacts access read the timeline and only see what their access allows.
Possible issues and fixes
Email or SMS says to connect a channel first
Symptom: The Email tab says "Connect your dealership's email first", or the SMS tab says "Connect or buy a texting number first".
Why: Customers only get email from your own mailbox, and SMS only from your dealership's texting number.
Fix: Connect a mailbox in Settings → Connections, or add a texting number in Settings → Connections → SMS & calls.
How to check: Open Email or SMS again; the From list shows your mailbox or number.
I can't see what the customer wrote
Symptom: A conversation entry shows only the last message.
Why: Each session is folded to one line so the timeline stays short.
Fix: Select the entry to open every message of that session, or Open conversation to continue in the Inbox.
How to check: The messages show under the entry, oldest first, each with who wrote it and when.
The call outcome choices don't show
Symptom: After a click-to-call, you don't get Appointment set or Good conversation.
Why: The call never connected, so it was logged by itself as No answer, Line busy, Couldn't connect or Cancelled.
Fix: Nothing to do. If the number was wrong, select Wrong or bad number?.
How to check: The call shows in Calls in the timeline with its automatic result.
