About audit trails

Audit trails are short text records in the agent workspace. They keep track of the actions performed in a conversation, who performed them, and when. They can help you make sure that conversations are handled according to your organization's policies. They appear below each conversation.

If resolve reasons are enabled for bulk resolving, system auto-resolve, automation, or a specific channel and conversation type, the audit trail shows the resolve reason. For more information, see Enable resolve reasons and topic requirement.

Audit trails are available for all channels. They’re generated when a predefined event takes place. These events include changes in conversation status (moving between New, Pending, and Resolved), changes in conversation assignment, topic addition and removal, and CSAT activity.