Communications tab (Customer support) — Passport support case summary and timeline in HelloGov

The Communications tab on a customer’s profile in HelloGov’s admin panel, used by the support team on passport applications.

At the top, a summary of every conversation in the period condenses the case into a few sentences: what the customer is replacing, which document is still missing, when they fly and that they asked for a callback. On the right, Next steps tells the agent what to do, with a Call button. Below, a dated timeline lists each call, email and text with its outcome tag, and a marker shows how long the callback took.

An agent can pick up the case without reading every message.