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Audit log storage limits

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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Kustomer audit logs are optimized to store your organization's most important data. Logs are stored for certain periods depending on the type of audit log.

To learn more about the available logs, see Audit logs and Access the audit log.

Who can access this feature?
User typesAdmins can access full audit log features. Agents can access Customer and Conversation logs.


In this article

Short-term event storage

Events stored for a short term are more frequent and tend to include more time-sensitive data, such as conversation updates and user sign-ins. Storing these events for a shorter term results in more time-sensitive data being logged. The following events are stored for up to 90 days in the audit log:

AreaWhat is stored
ConversationsA conversation update.
CustomerA customer's profile is updated.
MessageA message is updated.
Routing
  • A conversation is created that will be routed.
  • A queued conversation's status changes from routed to assigned.
  • An agent switches to a status that allows them to get routed conversations.
  • An agent's status changes from available to unavailable.
Shopify
  • An order refund is calculated.
  • A retrieved order.
  • An item's retrieved image.
  • An order refund is submitted.
  • An order is canceled.
Users
  • A user successfully signs in to Kustomer.
  • A user fails to sign in to Kustomer.
  • A user is locked out of Kustomer for too many failed sign ins.
  • A user's auth token is destroyed, for example, from signing out.


Long-term event storage

Events stored for the long term do not change as frequently. The following events are stored for up to 12 months in the audit log:

AreaWhat is stored
BillingThe number of user seats has increased.
Business rulesA business rule is created, updated, or deleted.
CompaniesA company is updated.
Conversations
  • A conversation is deleted
  • A conversation is moved to another timeline.
  • A conversation is merged.
  • An SLA is breached.
CustomerA customer's profile is merged with another profile.
Email (Postmark & Gmail)An email is forwarded. 
MessageA message is created for a conversation.
SearchOne of your saved searches is updated.
ShortcutA shortcut is updated.


Review events over a year old

If you need to review event data older than a year old, please contact Kustomer Support.