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What are Audit Trails?

  • Audit trails are little strings of text that show what actions were performed in a conversation, who performed the action, and when the action was performed.
  • Audit trails allow the agent or supervisor a glance on what has been happening with the conversation, and to quickly go over if the conversation was appropriately handled, and if appropriate company policies were followed or not.
  • If Resolve Reason was enabled for when bulk resolving, system auto-resolve, automation or for a specific channel and conversation type, then in the audit trail we will show the selected resolve reason.
  • Audit trails are available for all channels.
Audit trails are generated when one of the predefined events takes place. Below are a few samples of these events.
Event Type Description
Conversation Status Update Manual/Auto Resolve
{Agent/System/VA or Auto-responder Name/Automation Name} marked this conversation as “Resolved”

{Agent/System/VA or Auto-responder Name/Automation Name} marked this conversation as “Resolved” with “resolve reason”

Manual Pending
{Agent} marked this conversation as “Pending”

Manual Set to New
{Agent} marked this conversation as “New”
Ownership Auto Assign
Ownership of {Agent/ VA or Auto-responder Name} was automatically assigned to this conversation

Manual Assign
{Agent} assigned ownership to {new owner}

Manual / Auto Unassignment
{Agent} removed self from ownership of this conversation

{VA or Auto-responder Name} removed self from ownership of this conversation because “contact timeout window exceeded”
Topic Manually Add Topic –
{Topic Name} topic was added to conversation by {Agent}

Manual Remove Topic
{Topic Name} topic was removed from the conversation by {Agent}

Auto Add Topic
{Topic Name} topic was automatically added to the conversation by {Automation name}
Bulk Resolve {Agent} bulk resolved this conversation

{Agent} bulk resolved this conversation with “resolve reason”
CSAT Ownership of CSAT VA was automatically assigned to this conversation

CSAT VA marked this conversation as “Resolved” with “resolve reason”

CSAT VA marked this conversation as “Resolved” with “resolve reason” because “contact timeout window exceeded”

Show / Hide audit trails in conversation history

Since we are tracking a lot of information you might not always want to show the audit trails in between the messages.

Agents have the option to hide or show the audit trails in the conversation history by simply checking or unchecking the box in the Conversation View filter settings. If the audit trails are hidden, they will still be recorded.

To show Audit Trails?

To hide Audit Trails?

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