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Conversation audit log

Written by Joseph Russo, Principal Architect, Networks and Tech, AskVault · Reviewed by Allison Chan
Last updated: · 3 min read

What gets logged

12 event types per conversation:

  1. Created. Initial message.
  2. Claimed. Agent took ownership.
  3. Released. Claim returned to unclaimed.
  4. Reassigned. Moved to another agent.
  5. Snoozed. Conversation paused.
  6. Wakened. Snooze ended.
  7. Tag applied / removed.
  8. Priority changed.
  9. Escalated. Routed to human.
  10. Note added. Internal annotation.
  11. Resolved. Issue closed.
  12. Deleted / archived.

Plus bot-side events: skill fired, message sent, knowledge retrieved.

Where to view

Conversation detail > Timeline. Shows the audit log inline.

Conversation detail > Audit > Full Log. Detailed view with filters.

Dashboard > Audit Log. Workspace-wide audit search.

Per-event details

Each entry captures:

  • Event type.
  • Author (the team member, or blank for an automatic action such as auto-assignment).
  • Timestamp.
  • Before/after state.
  • Reason if provided.

Searching the log

Filters:

  • Conversation ID.
  • Author.
  • Event type.
  • Date range.
  • Channel.
  • Free-text within reasons or notes.

Retention

  • Every plan. 365 days. The window is the same on Free, Starter, Growth, Business and Enterprise.
  • After retention. Audit entries older than 365 days are deleted and can't be recovered.

Some logs may persist longer for legal compliance (financial transactions, etc.).

Export

There is no export of a conversation's audit history today, either for one conversation or for the whole workspace. The conversation export contains messages and internal notes only, not claim, tag, priority or status events.

A separate workspace activity log of knowledge base, settings and team changes, with its own CSV and JSON Lines export, is rolling out and not yet switched on.

Compliance uses

SOC 2. Access controls audit; show who accessed what when.

GDPR. Right-to-access requests; show all actions on a customer's data.

Internal compliance. Quarterly review of bot behavior, agent actions.

API access

There is no public API for a conversation's audit history today. An API key can't read these events.

Limits

  • Events per conversation. No hard cap.
  • Retention. 365 days on every plan.

Common pitfalls

Missing audit on conversation. The events are older than the 365-day retention window. Older events not viewable.

Author shows as "Removed user". User left the team; conversation history reassigned to placeholder.

Audit log shows skill firing without obvious customer action. Some skills auto-trigger on context. Click for full reason.

FAQ

Can I edit audit entries?

No. Append-only by design. Corrections via follow-up entries.

Does the bot's reasoning log too?

Yes. The bot's retrieval and reasoning logs as part of the audit entries.

How long are bot-reasoning details retained?

Audit entries are kept for 365 days on every plan, then deleted.

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