Activities and conversations

Customers

Customers

Activities and conversations

Every call, note and chat in one place.

The problemWhat was said to a customer lives in someone's phone, so nobody else can pick the thread up.

The resultCalls, notes and imported chats sit on the customer's record, and Heyva AI can draft the next reply from them.

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Example with sample data. Nothing here is real.

Step 1 of 4

Log what happened

On a customer's Activities tab, choose Log activity, pick Call, Meeting, Email, Note or Task, and write a headline with optional detail. It joins the customer's timeline.

What you can do

  • Log a call, meeting, email or note on a customer in a few taps
  • Import a WhatsApp chat export or an email file onto the customer's record
  • Paste a conversation in when you do not have a file
  • Read an imported chat as a thread and mark which side is you
  • Ask Heyva AI to draft the next reply from the conversation, then edit and send it yourself
  • Follow all customers' activity in one feed, filtered by type

Who can use it

Owners, Admins, Managers and Accountants can use this.

You need permission to view customers to read conversations, and to edit customers to import, draft a reply or delete one. Logging and reading activities are their own permissions, which Owners, Admins and Managers hold out of the box.

Ask Heyva AI

  • What did we last say to this customer?

  • Draft a reply to the customer's last message

  • Log a call with this customer

Questions

Which chats can I import?
WhatsApp chat exports (a zip or a text file) and email files. You can also paste the text of a conversation.
Does Heyva send the AI draft to the customer?
No. The draft is only a suggestion. You review it, edit it and send it yourself, then log the exchange so the history stays complete.
What if I import the same chat twice?
Nothing is duplicated. Import a newer export of the same chat to add only the new messages.
Can I delete a conversation?
Yes. Deleting a thread removes it and all its messages from the record, and cannot be undone.

In more detail

Activities are the short entries on a timeline. Conversations are whole threads of messages. Use both: the thread keeps the words, the activity keeps the headline.

For AI agents

Heyva AI and connected assistants can do this with these tools:

  • heyva_log_customer_activity
  • heyva_log_communication
  • heyva_get_customer_context
  • heyva_list_customer_threads
  • heyva_import_communication_file
  • heyva_draft_customer_reply

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Last reviewed 31 October 2026