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Timeline

If it is not on the timeline, it never happened

Every document keeps its full history: the email, the WhatsApp message, the call, the internal note, the status change, the photo and the signature. In order, with time, author and channel.

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  • Every entry with its author and time
  • Internal notes the customer never sees
  • The same history in every area

Documents and signature

Timeline: what it does

Every channel, one column

The email with its attachments, the WhatsApp message, the call and the form all land on the right record. Whoever picks up the case later does not ask what has already been asked.

Know whether the email arrived

Every reply shows its status: queued, sent, delivered or bounced. If the server fails, attendo retries. No more “I sent it” with no way to check.

Internal notes and mentions

What the team says among itself goes in an internal note, in the same column, and the customer does not see it. Mention a teammate and they get notified.

Anchors and favorites

You anchor the email where the customer approved the scope and go back to it six months later. The documents you follow closely go in your favorites. And you jump to a specific day without scrolling through the whole history.

Duplicates that merge

If the same case came in twice, you merge the two documents. Attachments, tasks, checklists and notes move to the one you keep, and the history stays whole.

Fingerprint on the blockchain

The fingerprint of each timeline event and its evidence is stored on the blockchain. If anyone disputes what happened, you can prove the record has not changed.

How it works

Step by step

This is how it is used day to day, on the same document as the rest of the modules.

  1. Step 1

    It comes in through any channel

    An email, a form, a WhatsApp message or a call creates the document or joins the existing one. The customer is identified and the source recorded.

  2. Step 2

    The work happens on the record

    Replies to the customer, internal notes, tasks, attachments, hours and checklists are logged where they happen, each with its author.

  3. Step 3

    Every change leaves a trace

    Status, priority, owner or reassignment: everything is recorded with its date and time, without anyone typing it in.

  4. Step 4

    You find it when you need it

    Months later, search takes you to the document and the anchor takes you to the exact email. The argument with the customer lasts a minute.

marIA in Timeline

With the whole timeline in front of it, marIA drafts the reply to the latest message. A person reviews it, edits it and sends it. If you upload a recording or paste meeting minutes, marIA transcribes and summarizes them in a note. Every operation is logged with who started it, on which document and what it cost, and spending has the monthly cap you set.

Where it is used

It fits every area

Industry solutions

attendo CMMS attendo CRM attendo Field Service attendo After-Sales attendo Ticketing attendo Customer Service attendo Projects attendo Flows attendo Compliance

Industries that use it

Use cases by department

Quality control Regulatory compliance Occupational health and safety Legal and contracts Public sector

Honesty

Where it fits (and where it does not)

  • It does not capture what happens outside attendo: a WhatsApp message someone sends from their personal phone does not show up on the record.

Works with

Modules that go hand in hand

Asynchronous and real-time communications

Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel

See Communications

Tags and document management

Tags, attachments and files tied to their customer, asset and case

See Tags and document management

marIA (Smart-AI)

Drafts, classifies, scores and summarizes inside attendo. You approve.

See marIA (Smart-AI)

attendo Tasks

Tasks inside the document or standalone, with a date and an owner

See attendo Tasks

Glossary

Glossary terms

Support and service

Omnichannel

Omnichannel support

Omnichannel means that every channel a customer uses to contact you feeds the same record and the same conversation.

Support and service

Escalation

Ticket escalation

Escalation is handing a case over to a higher level, because of its technical complexity or because it is running late.

Support and service

Reopened ticket

Ticket reopen

A reopened ticket is a closed ticket that is opened again because the fix was incomplete or the problem has come back.

Compliance

Compliance evidence

Control evidence · audit evidence

Compliance evidence is the record that proves a control or obligation was carried out: what was checked, by whom, when and with what result, along with the documents that back it up.

See all 53 glossary terms

Frequently asked questions

Frequently asked questions

What goes on the timeline?

Everything that happens on the document, with its time and author. Emails with their delivery status, messages, calls, internal notes, status changes, tasks, checklists, attachments and signatures.

Does the customer see internal notes?

No. An internal note is for your team only. It goes in the same column as the replies to the customer, so the context stays together.

Does it help when a customer complains?

Yes. You have who did what and when in front of you, with the email, the call, the photo and the signature in order. The conversation starts from facts, not memory.

Does it work the same in maintenance, support and sales?

Yes. Every document type inherits the same timeline: a ticket, a work order, an opportunity or a service report. And the customer record brings their activity together in order.

What does the AI do with the timeline?

If you turn on marIA, it drafts the reply with the full history in view and summarizes audio or long texts in a note. A person reviews and sends. Every operation is logged with its cost, and spending has the cap you set.

Request a demo

Try it with your processes

We will show it to you with your own document types and the way you work. If it is not a fit, we will tell you.

  • With your operation, not a generic demo
  • A real person from our team replies
  • No cold calls afterwards

Would you rather talk first?

Which area do you want to see in the demo?

With your work email we prepare the demo around your case.

In one or two sentences.

If you chose Maintenance (CMMS)

If you chose Field work (Field Service)

If you chose Facility Management

If you chose any other area

Only if you would rather we call you.

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