Install Reach: Get the browser extension from the Chrome Web Store.
Opening the contact detail view
Reach surfaces contact details in two places:
On the home screen, when Reach automatically detects a contact, you see their information in the contact card at the top.
On the Search screen, clicking any result row opens the User detail view with the full profile.
The detail view shows everything Reach knows about the contact:
Name and role (Lead, Contact, or User).
Company and location.
Phone and email.
Channels available for this contact, with icons.
CRM ID and any external ID.
Last seen timestamp.
A Merge action appears on this screen so you can start merging a duplicate into or from this record. See Merging Duplicate Contacts for details.
Opening message history
From the home screen, three paths lead to a contact’s sent history:
Recent section — Click View all beside the Recent heading, or View all history below the two most recent messages.
Message card — Click any card in the Recent section to jump straight to that message’s detail.
Sent history navigation — From elsewhere in Reach, the Sent history view opens with the active contact preloaded.
The history screen is titled Sent history. A header bar shows the contact’s avatar, name, company, and a count badge — {N} sent — when there is at least one message.
Filter history by channel
Below the contact bar, three tabs let you narrow the list by channel:
All — Every message regardless of channel.
WhatsApp — WhatsApp messages only.
SMS — SMS messages only.
The tabs also show the history time window — for example Showing last 30 days — so you know how far back Reach is looking.
Click a tab to switch filters. Reach reloads the list from the workspace, so if a newer message just arrived it will appear on the refresh.
Read the message list
Each row in the list shows:
A status tick on the left — a single grey tick for sent, a double grey tick for delivered, a blue double tick for read (WhatsApp), a clock for queued, or a red cross for failed.
The channel icon and the message title — the template name for WhatsApp, the body preview for SMS, or SMS as a fallback.
The timestamp relative to now on the right (for example 2 hours ago).
A body preview snippet below the title for templates that have a body preview.
A meta line combining status, template category (for WhatsApp), segment count (for multi-segment SMS), and by you or by {agent name}. For failed messages, the meta line is shown in red and includes a short error summary.
Click any row to open the message detail.
Empty states
Reach shows a helpful empty state in two situations:
No contact selected — The page reads Select a contact to view message history. with a Search contacts button to open the search screen.
No messages for this contact — The page reads No proactive messages sent to this contact yet. with a New proactive message button that takes you back to the home screen to start one.
The Message detail screen
Clicking a message opens the Message detail screen with a full breakdown of what was sent and what happened afterward.
Header section. Shows the message status, the template name (for WhatsApp) or message preview (for SMS), a status label like Delivered & read, Delivered, or Failed, who sent it (Sent by you or Sent by {agent name}), and the relative time it was sent.
Message bubble. Displays the rendered message exactly as the recipient saw it — the header media, body text, footer, and buttons for WhatsApp templates; the body text for SMS.
Error details (failed messages only). Shows an error card with the error title, the description of what went wrong, and a suggestion for recovery.
Delivery timeline. Lists each delivery event in order with timestamps — when the message was queued, sent, delivered, and (if applicable) read. The timeline is the full audit trail of the send.
Metadata table. Lists channel, sender, recipient, and message identifiers. For WhatsApp messages, the template name and category appear here too. Message IDs are truncated in the table for readability.
Action buttons (bottom of the screen, two buttons that vary by channel and status):
WhatsApp message — Primary: Resend template (re-runs the same template flow on this channel). Secondary: Send different for delivered messages (opens the channel picker so you can compose with a different template), or Back to history for failed messages.
SMS message, failed — Primary: Edit & retry (reopens the SMS composer pre-filled with the original text). Secondary: Back to history.
SMS message, delivered — Primary: Send another (opens the channel picker for a new SMS). Secondary: Back to history.
Quickly jumping back to a recent message
The home screen shows the two most recent messages in the Recent section so you don’t have to open the full history for quick follow-ups. Click either card and Reach navigates directly to that message’s detail, where you can read the delivery timeline or retry if it failed.
Keeping history fresh
Reach loads history from the server each time you open the screen, so sending a new message and coming back shows the updated list. If delivery status changes after you’ve left the confirmation screen (for example, a message is read an hour later), the change shows up when you reopen the history.
What’s next