Article updated: December 04, 2023
Track conversation actions with 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 agents handle conversations according to your organization's policies. They appear below each conversation.
If you turned on resolve reasons for bulk resolving, system auto-resolve, automation, or a specific channel and conversation type, the audit trail shows the resolve reason. Learn how set resolve reasons.
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.
Can't find what you're looking for? We're here to help