Message Auditing Panel
Enterprise and Gold only feature
It allows the authorized user to:
  • Review messages between users in the Message Auditing Panel.
  • Check details in the Auditing Log about the individuals who used the Message Auditing Panel.
Note that the auditor does not have to be a participant in the room to be able to read the messages.
To access the message auditing panel:
  1. 1.
    Click your user icon
  2. 2.
    Click Message Auditing
as shown below:
The message auditing panel will open up, as shown below:

Search and Review Messages

By Channel

To search for a specific message in a specific channel:
  1. 1.
    Type the message string that you could remember in the Message field.
  2. 2.
    Enter the from and to dates under Date to specify the period of time in which you think the message was sent. Or you can use a specific period from the drop-down next to Date.
  3. 3.
    Select the channels in the Channel dropdown, to narrow the details of your search.
  4. 4.
    Hit Apply.

By User

To search for a specific message by a user:
  1. 1.
    Type the message string that you want to check (e.g. abusive language) in the Message field.
  2. 2.
    Enter the from and to dates under Date to specify the period of time in which you think the message was sent. Or you can use a specific period from the drop-down next to Date.
  3. 3.
    Enter username whose message you want to check in the Users field.
  4. 4.
    Hit Apply.
The conversations pops up, as shown below:

By Direct Messages

To search for a specific message by a user:
  1. 1.
    Type the message string that you want to check in the Message field. (optional)
  2. 2.
    Enter the from and to dates under Date to specify the period of time. Or you can use a specific period from the drop-down next to Date.
  3. 3.
    Enter atleast two usernames whose private you want to check in the Users field.
  4. 4.
    Hit Apply.
The conversation pop up, as shown below:

By Omnichannel

Similary you can also audit an omnichannel conversation.
To search for a specific omichannel conversation:
  1. 1.
    Type the message string that you want to check in the Message field.
  2. 2.
    Enter the from and to dates under Date to specify the period of time. Or you can use a specific period from the drop-down next to Date.
  3. 3.
    Enter the visitor's in Visitor field.
  4. 4.
    Enter the agent's name who served this conversation you are looking for in Agent field.
  5. 5.
    Hit Apply.
The conversation pops up, as shown below:
Last modified 7mo ago