Genesys Cloud adds a record of interactions to a contact's history when an agent links an external contact during an interaction. The interaction history shows all interactions the contact participated in, including callbacks, chat, email, message, and phone. You can view a contact's interaction history from a current interaction or through External Contacts. The history shows interaction details like type, direction, surveys, and notes. Agents can filter the history by interaction type, direction, and survey completion. Full survey results and notes are accessible by clicking links in the history. Interaction notes are separate from notes added directly to the contact profile.