Live Chat Usage
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      Live Chat Audit Trail

      This guide explains how to view the actions taken on a Live Chat conversation, which is crucial for understanding who has interacted with a message and its progression to resolution.

      Things to consider ✅

      • To view the Live chat Audit in the inbox, users must have the 'Administer Company' permission activated in their 'User Settings'.

      Benefits 🙌

      • Visibility - This feature provides team leaders with insights into message handling, allowing them to track the complete history of each interaction from beginning to end.
      • Compliance - See if users are following internal processes for handling Live Chat messages. 

       

      Viewing Live Chat Audits 

       

      The Live Chat audit feature enables administrators to track actions performed on incoming Live Chat messages, such as responding to a message, blocking a user profile, or tagging a message. This functionality provides insights into user activity within the inbox, ensuring better oversight and management of inbound messages. 

       

      1) Navigate to the 'Inbox' dropdown and locate the conversation that you want to access. 

      2) To see the inbox audit, click on the icon on the top bar of the message view. Admins can download this as an Excel file by selecting the 'Download XLSX' button. 

       

       

      This will then open up the window below, displaying all of the activities that have occurred with the selected message, including the timestamp of the activity. 

       

      Example Audit: