---
schema_version: "1"
id: c585051d7d43f8f7f8fe8c0d7e512d5fafc2cedab2cb3c97ec053e38eda0e27b
title: Customize the Existing Timeline in the Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/admin_contact_center_enhanced_timeline_customize.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.admin_contact_center_enhanced_timeline_customize.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9da14f3b7e4842e6bd80043cc3c7ccea7890e056df76ed852d47d97f55ca5edd
description: You can configure objects to track in the Contact Center Activity Timeline. This timeline is an Account-based timeline with Case, Engagement Interaction, and Engagement Topic as related objects. To customize this timeline, deactivate it, add related objects, and then activate it again. You can also create a new timeline instead.
products:
  - Health
release: "264"
---
# Customize the Existing Timeline in the Contact Center

You can configure objects to track in the Contact Center Activity Timeline. This timeline is an Account-based timeline with Case, Engagement Interaction, and Engagement Topic as related objects. To customize this timeline, deactivate it, add related objects, and then activate it again. You can also create a new timeline instead.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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              <p>Available in: Lightning Experience</p>
              <p style="margin-bottom:0;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Health
                Cloud</p>
            </td>

          </tr>
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      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63720e66">User Permissions Needed</th>
          </tr>
        </thead>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63720e66 ">To use the Contact Center for Health Cloud </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63720e66 ">Contact Center for Health Cloud permission set</td>

          </tr>
        </tbody>
      </table>

1. From Setup, in the Quick Find box, enter Timeline and then select **Timeline**.
2. If it's not yet enabled, enable **Timeline Configuration**.
3. Next to Contact Center Activity Timeline, click ![Dropdown](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-health-264-0-0-production-enus/90a9f828-79ab-49cd-ac8c-86e58ef7478e/health/images/actions_button.png), and then click **Deactivate**.
4. Click ![Dropdown](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-health-264-0-0-production-enus/90a9f828-79ab-49cd-ac8c-86e58ef7478e/health/images/actions_button.png), and then click **Edit**.
5. Go to Timeline Related Objects, and click **Add Related Object**.
6. In Related Object, select a related object such as Clinical Encounter, and then click **Next**.
    
    ![Add Related Object window, with Clinical Encounter selected as Related Object, and PatientId selected as the Field.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-health-264-0-0-production-enus/90a9f828-79ab-49cd-ac8c-86e58ef7478e/health/images/customize_timeline_contact_center_rel.png)
7. Set the record visibility of the related object. For example, add a condition to configure the timeline to show records from this object only when the Status field equals New.
8. Click **Next**.
9. Select a title field, subtitle field, and timestamp for the related object.
    
    ![Add Related Object window, with Case Number selected in Title Field, Internal Comments selected in Subtitle Field, and Closed Date selected in Timestamp.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-health-264-0-0-production-enus/90a9f828-79ab-49cd-ac8c-86e58ef7478e/health/images/customize_timeline_contact_center_fields.png)
10. Click **Next**.
11. Add fields and related lists to show on the timeline, and then click **Add**.
12. Click **Next** to preview the timeline, and then click **Activate**.

To create a new timeline, first deactivate the existing timeline. Click **New Timeline** to provide a label and API name. Repeat the steps to add objects, set the visibility of the related object, and add fields to display on the timeline.