Log events in Kustomer
Track changes done by users or system automations and get notified of errors.Articles
Audit logs
The audit log is designed to help organizations track changes made by users and system automations across their customers. The level of detail provided can help triage changes that may have happened, such as conversation assignment changes. The logs also store previous attribute data, so if something is mistakenly updated, you can see the previous data entry and reenter it.The audit logs will help developers identify which workflows, business rules, or API requests made updates. They will also track when a user signs in and when one of those sign-ins might have failed. This helps identify suspicious activity that may prompt you to reset passwords.The audit log also tracks any changes made to your Search or Shortcut settings, allowing you to troubleshoot sudden, unexpected behavior in either area. Who can access this feature?User typesAdmins can access full audit log features. Users can access Customer and Conversation logs.In this articleUnderstand the audit logWhat is tracked in the audit log?Understand the audit logThe audit log provides a way to track user activity within your organization and can be accessed in various ways.The audit log consists of the following columns:Performed ByShows the User or System Automation which took the action. System Automations are workflows, business rules, queue router, or APIs. DateThe date and time the event took place.EventThe type of change tracked, such as Update, Create, or Login.SectionThe standard object or setting that was updated.PropertyThe specific attribute that was changed. For example, this could be Assigned Users, Status, Name, Email Address, or Tags.Before & AfterThe specific attribute information that changed on an object. For example, these columns could show that a conversation status went from Open to Done.Note: You can see more details about what was changed in the criteria or action by hovering over the Before and After columns.What is tracked in the audit log?The audit log tracks various areas throughout Kustomer's platform. For more information on how long your data is stored, see Audit log storage limits.AreaWhat is trackedConversationsWhen a conversation is created or deleted.Any updates made to the following attributes in an existing conversation:NameThe reason a conversation was endedTagsAssigned Teams and UsersDefault LanguageAssistantStatus, including SnoozePriorityAny custom attributesIf a conversation was merged and includes the name of the conversation that it was merged into.If a conversation's SLA is breached.CustomersWhen a customer is created or deleted.Any updates made to the following attributes in an existing customer:Name and user nameAvatarEmail addresses and phone numbersURLsLocation and timezoneBirthday and genderTagsDefault languageCompany External IDWhen they signed upSocial media and Facebook IDAny custom attributesCompaniesWhen a company is created.Any updates made to the following attributes in an existing company:OrgNameExternal IDCompany avatarEmails, phone numbers, and social mediaURLsLocation and domainEmployee countTagsDeletions and importsDefault LanguageAny custom attributesKustomer VoiceIf a voice recording was deletedIf a conversation contacts a voice recordingMessagesWhen a message is created or updated.If and when a message is redacted.Business rulesIf a business rule is turned on or off.Editing a business rule's name or description.Changing the trigger or criteria.Setting the actions a business rule takes.When business rules are created or deleted.RoutingWhen an agent goes offline/online.The status an agent switches to.If an agent switches to a status that allows them to get routed conversations.An agent's remaining capacity.When an item enters a queue.Who accepted the conversation.The user or team that's assigned a conversation.The queue a conversation is in.The queue rule was applied to that conversation.If a conversation is a voice conversation (noted as IVR).SatisfactionWhen a survey was scheduled, offered, rated, and commented on.ShortcutsWhen a shortcut applies an action in a conversationWhen a shortcut is used to create a new message in a conversationShortcut settings pageWhen a shortcut is created.Edits made to a shortcut's name or message.Changing its share access and any shared users or teams.Setting any actions the shortcut takes on a conversation.If a shortcut is deleted.Saved SearchesChanges to its criteria.Search settings pageUpdates to a searches name.Turning on a badge or changing its color.Changing its icon.Changes to that searches default, user, or team visibility.Adding or removing a column.Team PulseIf an admin changes an agent's status in the Team Pulse chart.User loginsIf a user's log in attempt was successful or failed.If a user has been locked out of the platform.WorkflowsWhen a workflow is created.Editing a workflow's name or description.Changing its triggers or any variables it contains.Turning a workflow on or off.Org Logging
While it is important to understand when your system is healthy, it's just as important to understand when it is not. Org Logging is a tool that notifies you of errors in your Kustomer organization and recommends next steps on how to fix them.This feature currently monitors the following app integrations:FacebookGmailTwitterWhatsApp by TwilioIf you have any of these integrations configured and do not see the Org Logging dashboard, please contact us at support@kustomer.com.Who can access this feature?User typesAdmins can access this feature.In this articleThe Org Logging dashboardConfigure notification recipientsOrg Logging email notificationsThe Org Logging dashboardThe Org Logging dashboard contains a list of your organization's most recent org logging notifications. Errors are ordered chronologically from newest to oldest. You can use the Search and Date Range fields as filters to narrow the list of errors.When applicable, a logged error may contain a link to open the relevant app settings page where you can resolve the issue. Select the red link icon to jump to the app to take further action.Configure notification recipientsOrg Logging will send notifications to up to 5 email addresses which you can specify in the Org Logging settings.Note: The Org Owner will receive the notifications if you don't specify any email addresses. Adding at least one email address to the recipient's list will notify the specified individuals instead.To add notification recipients:In Kustomer, go to Settings > Security > Org Logging.Select the Notifications tab.Enter the email addresses of those who will receive error notifications.Select Save Changes.Org Logging email notificationsIf an error occurs, the notification recipients will receive an email alert. The email contains the alert's name, what we think may have caused it, and a link to the Org Logging dashboard in Kustomer, where you can take further action.Access your audit logs
The audit log tracks changes in the Kustomer platform done by users and system automations. You can access an audit log for a specific customer, conversation, or for the workspace as a whole. To learn more about what is being tracked, please see Audit Logs.Who can access this feature?User typesAdmins can access full audit log features. Agents can access Customer and Conversation logs.In this articleView a specific customer's audit logView a conversation's audit logView the workspace audit logFilter the audit logView a specific customer's audit logAccessing the audit log from the customer will show all events that have occurred on that specific customer.To view the audit log for a specific customer:Navigate to their timeline.Select Customer Optionsand then select View Audit Log.View a conversation's audit logAccessing the audit log from a conversation will show all events that have occurred on that specific conversation and includes CSAT events such as, how a survey was answered.To view the audit log for a specific conversation:Navigate to the conversation.Select Conversation Optionsand then select View Audit Log.View the workspace audit logAccessing the audit log for your workspace allows you to view and search events across all customer and conversations objects, as well as any changes that were made to your search, Shortcut settings, or business rules.To view your workspace audit log, go to Settings > Security > Audit Log.Filter the audit logYou can view audit log results for a desired date range, or filter them by event type.To filter the audit log:Select Filter .Select the Event Type from the drop-down menu. Your options are:All EventsAuthorizationBillingConversationCustomerSettingsWork SessionNext, select the specific criteria you are filtering on. Available options depend on the Event Type you selected in Step 1.Event TypeRequiredDescriptionAll EventsUserThe user in your organization. Results will display all actions done by them.AuthorizationUserThe user that performed that authorization.BillingUserThe user makes changes to the Manage Payment or Manage Subscription page.ConversationConversationThe ID of the conversation. Optionally, you can select a specific user.CustomerCustomerThe name of the customer. Optionally, you can select a specific user.SettingsSectionThe platform area you want to filter on. Available options are Searches, Shortcuts, Business Rules, or Kustomer Access. Optionally, you can select a different user.Work SessionUserThe user's history when using queues and routing.Select Apply Filters.
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