Audit logs

| Item | Details |

|—|—|

| Who it is for | Administrators |

| Menu location | Settings → Audit logs |

| Plan dependency | Requires Audit Logs |

A security and compliance stream of “who did what, when” inside the workspace — for accountability and diagnosing mistakes. It is not the conversation transcript.

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1. Events you may see (examples)

Varies by version; commonly includes:

– Sign-in related events, agent invites and role changes

– Create / update / delete of inboxes, automation, macros, labels

– Help Centre portal / article admin actions

– Captain document and FAQ changes

– SAML / security settings

– Create, update, delete on other admin objects

Each row usually has: actor, time, object type and ID, action summary.

Day-to-day agent replies to customers usually do not appear line-by-line here (those are conversation messages). Audit focuses on configuration and permissions.

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2. How to use

1. Filter by time, actor and type.

2. When a bad config appears, match it to the actor at that timestamp.

3. Export if the button is available, and retain copies per your compliance timeline.

Logs themselves follow retention policy — do not treat them as a permanent archive. Record important changes in your own change tickets too.

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3. Frequently asked questions

No menu? Plan does not include it.

Cannot find a label change? That event type may not be covered, or it happened before audit was enabled.

Actor shows as system? Automation, a platform job or an API token. Cross-check webhooks / the automation list.

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Related articles

– [Account settings and security]

– Agents