The Interactions page in the Devotel Orbit dashboard searches every customer touchpoint — messaging conversations and voice calls — in one recency-ordered list, and exports whatever you have narrowed down to CSV. It answers "everything that happened with this customer" without opening the SMS list, the WhatsApp list, and the call log in three tabs and merging them by hand.
What the surface does
Open Interactions and you are looking at one merged list: messaging conversations from every channel your workspace uses alongside the calls arm, sorted by last activity, newest first. Each row carries the interaction type (conversation or call) with its direction, the channel and status, the contact with a deep link to their record, a preview of the latest content, and the last-activity timestamp rendered in your own timezone.
Conversation rows show two separate indicators where other lists show one: the thread's lifecycle status (Active, Closed) and its delivery health (Delivered, Undelivered, Failed), so a conversation that is still open but whose latest message failed to deliver reads as exactly that, not as a bare "Active."
The filter model
Filters stack — set several and the list narrows to rows matching all of them:
- Type. Calls or Conversations. Picking one replaces the other; picking the active chip again returns to All.
- Channel. SMS, WhatsApp, email, RCS, voice, Viber, Instagram, Messenger, Telegram, video, web chat, Apple Messages, LINE, WeChat, Kakao, Zalo, and AI agent sessions. Channels are multi-select — tick several to union them. The same channel vocabulary the inbox uses, so a channel you know from the inbox means the same thing here. Voice doubles as "include calls": filtering to voice alone gives you the calls arm.
- Time range. All time, last 24 hours, last 7 days, or last 30 days — the same preset strip Quality and the voice queues use, so the muscle memory transfers. The list defaults to the last 7 days.
- Free text. Contact name, phone number, or email, prefix-matched from the start of the value — type the first digits of a number or the start of a name and the list narrows as you go.
- Status. Free-form across the conversation and call status vocabularies; a value an arm does not recognize simply matches nothing on that arm rather than failing the whole query.
Contact columns resolve even when a thread never linked to a contact record: if the conversation row still carries a phone number or email, the list shows that identifier read-only instead of a blank. And the export always exports exactly what the current filters match (see below) — there is no separate "export all" that ignores your narrowing.
Export — who gets it, and what it contains
The CSV export button produces a file of the rows your current filters match, capped at 20,000 rows per export. Export is a bulk read of customer data, so it is a permissioned action: the server accepts it only from owners, admins, and developers who also hold the contacts-read permission. Everyone on the workspace — viewers included — can search and read the list; the export is the one step that is gated.
If a viewer clicks Export CSV, the server declines with a polite "you don't have permission for export" message shown as a toast — not a raw error page — and the search itself keeps working. For most exports the practical move, when the cap cuts a result set, is to narrow the filters: pick a channel or tighten the time range and export again.
Where QA and quality signals come in
Interaction search is the retrieval surface for the whole customer history; Quality is where evaluation lives. When a conversation or call needs scoring, an evaluation under the dashboard's Quality section (Quality → Evaluations) is the route — you find the thread here through the same channel, type, contact, and time filters you will recognize when you open the evaluation surfaces. The two share the channel and status vocabulary on purpose, so a review starting from "all failed Viber deliveries this week" stays one filter set rather than a re-keyed query.
When to use Interactions, the inbox, or search
- The inbox is for working the queue: assigned and unassigned conversations, replies, reassignment, snooze. It is operational.
- Interactions is for retrieval and reporting: everything a contact did, across messaging and voice, with export. It is investigative — answer "what happened," not "handle next."
- The command palette is for jumping: pages, settings, and quick navigation by name. It finds the destination; it does not answer "what did this contact do." The free-text field in Interactions is the counterpart that does — give it a name, number, or email and the matching interactions appear.
Rule of thumb: if you are about to open two channel-specific lists to compare them, open Interactions instead.
Keep reading
- Contact center software compared: the 2026 shortlist — where a unified cross-channel search sits in the broader evaluation.
- Introducing Orby — the AI assistant built into the Devotel Orbit dashboard — the in-dashboard assistant can also find conversations and summarize calls when you would rather ask than filter.
- The Quality surfaces this page hands off to: Quality → Evaluations.
Frequently asked questions
Who can use the Interactions page?
Every signed-in operator on the workspace, viewers included, can search and browse the full interaction history. Only the CSV export is permissioned: owners, admins, and developers who hold the contacts-read permission can export; everyone else gets a polite decline.
What does an export contain?
Exactly the rows your current filters match — the same type, channel, status, contact, and time narrowing you applied to the list — capped at 20,000 rows per file. Narrow the filters if a result set runs past the cap.
Why does a conversation show two status badges?
One is the thread's lifecycle (Active, Closed); the other is the delivery health of its latest message (Delivered, Undelivered, Failed). An open conversation whose last message failed to deliver is a different situation from a healthy open conversation, and the two indicators keep them distinct.
How do I find the calls arm?
Filter the channel to voice, or the type to Calls. Call rows always carry voice as their channel, so a voice-only channel filter returns calls even though voice is not a messaging channel.