Your customers' conversations can go through a lot of different stages. The more complex your workflows, the more essential it becomes to gain a good understanding of what happened in between the stages, especially for quality control, escalation agents or when debugging flows. To get an understanding of what has happened throughout a conversation and who of your agents was involved in solving particular problems at what time, you can now have a look at the activity log of a conversation. Holistic overview - Get a full understanding of the conversation in one viewOne click access - Investigate a conversation right in the agent interfaceExportable data - Request the conversation history through our APIHow to accessThe activity log is a detailed historical record of all events that happened as part of a particular conversation. It can be accessed by both agents and admins.You can open the activity log from the conversation overview:and also from the individual conversation view:Events featuredAs it is important to gain a good understanding of the whole journey of a conversation, the activity log features all relevant events, from conversation creation/ offer to the closing of a conversation.In more detail, the log can feature the following events (if applicable): Conversation is createdConversation is closedConversation is re-openedConversation is offeredConversation is acceptedConversation is rejectedConversation is timed out Conversation transfer is initiatedConversation is transferredConservation transfer failedConversation is assignedConversation is unassignedConversation is claimedMessage is addedInternal note is addedFollow-up is setFollow-up is expiredFollow-up is cancelledTag is addedTag is removedCSAT rating is scheduledCSAT rating is unscheduledConversation is ratedCSAT rating is cancelledAuto-reply is sentConversation language is changedIn this version of the activity log, any events concerning flows, bulk actions and quick responses are excluded. For every event caused by a person, the activity log will show the name of that person. This can be either an agent or a customer. If the name is unknown, the log will fall back on other information, like email address or phone number. To make it easier to distinguish between an event that was caused by a person or triggered by an automation, the log shows the events with a corresponding icon of either a human or a cogwheel. For every event, the activity log will also show a time stamp (including seconds) that defines the time the particular event happened. Getting events via APIOn top of seeing the activity log events in the agent interface, you can also receive a list of all events per conversation via our API. Just follow the link here to our Integrations API and call the API with a specific csid. For authorization purposes, you will need to generate an app token. If you need more information on how to do this, you will get more information here.LimitationsAny events concerning flows or bulk actions and are excluded in this version.Events regarding template usage currently only cover auto replies and not yet quick responses.