Overview
Every client record in GydeOS has an Activity tab. It is the complete history of Gia's work with that one client — every call, every text, every meeting booked, every form signed — on a single timeline, newest first.
To get there: Clients in the left navigation → click the client's name → Activity. You'll see the same timeline if you click a client from the Activity page.
Dates and times are shown in the client's time zone, not yours, so what you read is what the client experienced. Older history loads as you scroll.
What Appears on the Timeline
Calls
Every call Gia made or took, answered or not. Expand a call to read:
Key points — what the conversation covered
Next steps — anything that came out of it
Transcript — the full conversation
The recording, with a player you can scrub
Calls that didn't connect stay on the timeline, marked No answer or Voicemail, so you can see the attempts as well as the conversations.
Text conversations
Gia's texts and the client's replies, grouped into a conversation rather than scattered as separate rows.
Meetings
Meetings booked for the client. A meeting that was later cancelled stays on the timeline with its time struck through — the booking still happened, and the record shows it.
Forms and applets
Anything the client filled in on their phone, marked completed, in progress or sent, with a note of whether it was finished in the mobile applet or left partway.
Consents
Compliance records such as a completed Scope of Appointment or Marketplace consent, including how it was captured — signed electronically in the applet, signed over text, or agreed verbally on a call with Gia. You can open the exact wording the client agreed to.
Emails
Emails sent to the client, with their delivery status: Delivered, Delivered and opened, Bounced or Couldn't be delivered.
Escalations
Each time Gia handed this client to a broker, with the reason category, Gia's summary, a recommended next step, and whether it came up on a call or over text. An Urgent tag appears where Gia judged it urgent.
The categories are Benefit question, ID card issue, Access to care, General servicing, Plan change request, Grievance, Claim dispute, Prior authorization, Dependent change, Prescription appeal, Cross-sell lead and Contact info update.
Each escalation shows Open, or Resolved by [name] · [date] once someone has cleared it. This tab is a read-only record — escalations are marked resolved from the Escalations panel on the Activity page.
If the Tab Is Empty
A client with no history yet shows No calls or texts with [name] yet. As soon as Gia calls or texts them, the conversation appears here.
If the Activity tab isn't on the client record at all, it hasn't been switched on for your agency yet.