External chat logs provide a centralized view of all messaging conversations conducted through your omnichannel messaging channels. This includes SMS, WhatsApp, Facebook Messenger, and live chat sessions. You can use the logs to review conversation history, filter by channel or status, and export records for documentation or compliance purposes.
Requirement: Omnichannel Messaging requires the Enterprise Plan (EP) or Ultimate Plan (UP). At least one messaging channel must be configured for logs to appear.
Access External Chat Logs
- Log in to the Cloud PBX administration portal.
- Navigate to Reports and Recordings > External Chat Logs.
The page displays all messaging sessions with filters at the top and a results table below.
Filters
Use the filter options at the top of the page to search for specific conversations:
| Filter | Description |
|---|---|
| Time | Date and time range for the logs (from – to). |
| Sender | Name or number of the message sender. |
| Recipient | Name or number of the recipient. Use the swap icon to switch Sender and Recipient. |
| 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 | Filter by session status: All, Closed, or Not Closed. |
| Session ID | Unique identifier of a specific chat session. |
Tip: Combine multiple filters to narrow down your search—for example, Channel Type WhatsApp + Time last week + Sender +41....
Results Table
The results table displays the following columns:
| Column | Description |
|---|---|
| Session ID | Unique identifier for the chat session. |
| Created At | Date and time when the session was started. |
| Last Active At | Date and time of the last message in the session. |
| Sender | Sender of the message. |
| Recipient | Recipient 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 (closed or Not Closed). |
| Details | Link to view the full message history of the session. |
| Operations | Available actions such as Delete. |
The columns Created At, Last Active At, Channel Type, and Channel Number are sortable—click the column header to sort.
Download Chat Logs
Click the Download button to export chat logs. Two options are available:
- Download Filtered Chat Logs: Exports only the records matching the current filter criteria.
- Download All Chat Logs: Exports all chat logs regardless of the applied filters.
Additional Actions
- Refresh: Reloads the list with the current filter settings.
- Delete: Removes selected chat logs. Use the checkboxes in the first column to select entries, then click Delete.
Which Messages Appear in the Logs
External chat logs record messages from all configured omnichannel messaging channels:
| Channel | Description |
|---|---|
| SMS | SMS messages are sent and received through a configured SMS provider. |
| WhatsApp messages via the WhatsApp Business API integration. | |
| Facebook Messenger | Messages from a connected Facebook page. |
| Live Chat | Website live chat conversations through the integrated chat widget. |
Note: Only messages sent through sessions are logged. If a message campaign uses the Send messages directly option without creating session mode, those messages will not appear in the External Chat Logs.
Important Notes
- Channel must be active: Messages only appear in the logs if the corresponding channel is configured and active in the PBX.
- Campaign messages: Messages from campaigns using the "Create session and send message" mode are included in the logs. Messages sent without session creation are not recorded here.
- Data privacy: Chat logs contain personal data. In accordance with applicable data protection regulations (e.g., GDPR), retain logs only as long as necessary for business purposes.
- Access control: Restrict access to this page through role permissions, as the logs may contain confidential customer communications.
- Regular exports: Export chat logs regularly as a backup before deleting older entries.
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