Every meaningful change your team makes is recorded here: who did it, what they did, and when. Nothing to switch on — it records itself.
Two uses in practice. Something broke and you need to know what changed, or a teammate says they did not do something and you need to check.
Before you start
- Requires the
view activity-logspermission — see Roles. - The log covers changes inside the panel. It is not a record of what your agents said to customers; that is Conversation Histories.
Steps
- 1
Read the log
The table shows Action, User, Description and Date, newest first.
The activity log - 2
Find the change you care about
Action tells you the kind of change and Description what it applied to, so scanning those two columns is usually enough to spot the moment something turned.
When an agent starts behaving differently, find the day it changed in Conversation Histories, then look at that same day here. The cause is usually an edit someone made.
- 3
Check who did it
User is the person, not the system. Automatic changes are not attributed to a teammate.
Good to know
- Entries are never edited or deleted, which is what makes the log worth consulting at all.
- A deactivated user's history stays here — another reason to deactivate rather than delete in Users.
- The log answers what changed, not why. For anything important, the reason still belongs in a message to your team.