Currently, customer profiles show recent content engagement in the "Recent content" section, but this only includes messages, chats, surveys, and series - not news items. This creates a gap in understanding individual customer engagement with our announcements and updates.
Problem:
Support and success teams need visibility into whether specific customers have opened or engaged with news items to provide contextual support and follow-up. Without this information on customer profiles, teams must rely on aggregate news analytics rather than customer-specific engagement data.
Proposed Solution:
Add news item engagement data to the "Recent content" section on customer profiles, showing:
- Which news items the customer has opened
- Timestamp of when they engaged with each item
- Consistent formatting with existing message engagement display