All-states-combined Communications tab view — Communications tab states for HelloGov passport admin

Every state of the Communications tab in HelloGov’s admin panel, on one board.

Each contact with a customer becomes an entry in a dated timeline: calls, emails, texts and messages from Facebook or WhatsApp, each with a one-line outcome and a status tag such as Successful, Technical issue, Needs review or Callback requested.

Expanding an entry shows a summary and the details that matter for that channel: SMS tracking, call details with a recording, or a failed call where the number was wrong. Chats with Sydney, the AI assistant, appear in full, including voice notes and a refund request it triggered.