Overview
The External Chat Logs section of your Virtual-Call Cloud PBX contains all message histories from external messaging channels. These include SMS, WhatsApp, Facebook Messenger, and Live Chat. The logs allow you to review conversations, filter them, and download them as a file.
Prerequisites
- Administrator access to the Virtual-Call Cloud PBX
- At least one configured external messaging channel (SMS, WhatsApp, Facebook Messenger, or Live Chat)
Opening the Overview
Navigate to Reports & Recordings → External Chat Logs.
Filters
At the top, extensive filter options are available to search for specific conversations:
| Field | Description |
|---|---|
| Time | Time range for the logs (from – to) |
| Sender | Name or number of the sender |
| Receiver | Name or number of the receiver. Use the swap icon (⇄) to switch sender and receiver. |
| Channel Type | Filter by messaging channel: All, SMS, WhatsApp, Facebook Messenger, or Live Chat |
| Channel Number | Phone number or identifier of the channel |
| Session Status | Status of the chat session (e.g., All, Open, Closed) |
| Session ID | Unique identifier of a specific chat session |
Tip: Combine multiple filters to search for a specific conversation — e.g., Channel Type WhatsApp + Time Last Week + Sender +49….
Table
The results list displays the following columns:
| Column | Description |
|---|---|
| Session ID | Unique identifier of the chat session |
| Created At | Time when the session was started |
| Last Active At | Time of the last message in the session |
| Sender | Sender of the message |
| Receiver | Receiver of the message |
| Channel Type | Type of messaging channel (SMS, WhatsApp, Facebook Messenger, Live Chat) |
| Channel Number | Phone number or identifier of the channel used |
| Session Status | Current status of the session |
| Details | Link to view the full message history of the session |
| Operations | Actions such as Delete |
The columns Created At, Last Active At, Channel Type, and Channel Number are sortable (click on the column header).
Actions
Download
Use the Download button to export chat logs. Two options are available:
- Download Filtered Chat Logs—Exports only the currently filtered results.
- Download All Chat Logs—Exports all chat logs regardless of filters.
Other Actions
- Refresh—Updates the list with the current filters.
- Delete—Removes selected chat logs (use the checkbox in the first column to select).
Supported Channels
The following external messaging channels are logged:
| Channel | Description |
|---|---|
| SMS | SMS messages via a configured SMS provider (e.g., Twilio, Telnyx) |
| WhatsApp messages via the WhatsApp Business API | |
| Facebook Messenger | Messages via a linked Facebook page |
| Live Chat | Website live chat via the integrated widget |
Note: For messages to appear in the external chat logs, the respective channel must be configured and active in the PBX. The setup of individual channels is described in separate articles.
Typical Scenarios
Scenario 1: Review a customer's WhatsApp conversation
- Filter: Channel Type WhatsApp, enter sender or receiver.
- Click Details in the results list to view the full message history.
Scenario 2: Export all chat logs from the last week
- Set the time range to the last week.
- Download → Download Filtered Chat Logs.
Scenario 3: Clean up old logs
- Set the time range to the desired period (e.g., older than 6 months).
- Select entries via checkbox and remove them using Delete.
Best Practices
- Export chat logs regularly as a backup before deleting older entries.
- Use the session ID as a reference when following up on a specific case internally.
- Comply with GDPR: Chat logs contain personal data and should only be retained as long as necessary for business purposes.
- Restrict access to this page via role permissions, as the logs may contain confidential customer communications.
New Features from Version 84.23.0.24
External chat log management has been improved as follows:
- New "Current Session Handler" filter: Allows filtering by the current session handler.
- Quick filter for deleted extensions/queues: New button for quickly displaying chat sessions of deleted extensions and queues.
- Session transfer: One or multiple chat sessions can now be transferred to a specified destination.
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