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Rocket.Chat allows authorized users to audit messages and read conversations in a workspace. The user must have an auditor role and Can Audit permission to access the Audit Messages Panel. As an organization, you may also want to inspect the omnichannel conversations and watch out for agents who use improper language with customers.
An auditor can do the following:
Review messages in private rooms.
Review messages by users.
Review direct messages between users.
Review omnichannel messages.
Check the audit history of individuals using the Message Audit Logs.
To access the Audit Messages Panel,
Navigate to Administration > Audit > Messages.
If you can't find the audit options, you can get in touch with your workspace administrator to assign message auditing permissions to you.
Search and review messages
You can sort messages with various filters in your workspace.
By channel/room
To search for a specific message in a room:
Update the Message field with the key phrase of the message you are searching. To retrieve all messages, leave the Message field empty.
Select the start and end date to limit the search results to a specific time frame. The
three-dots icon also provides other time range options like Today, Last Week, etc.Select the room you want to search from the Channel drop-down menu.
Click Apply to reveal the messages between the periods.
By Users
To search for a specific message by users:
Update the Message field with the key phrase of the message you are searching. To retrieve all messages, leave the Message field empty.
Select the start and end date to limit the search results to a specific time frame. The
three-dots icon also provides other time range options like Today, Last Week, etc.Type the username and select the users for which you want to search messages in the Users field.
Click Apply. The selected users' conversations between those periods that match the search phrase are displayed.
By direct messages
To search for a specific message by a direct message (DM):
Update the Message field with the key phrase of the message you are searching. To retrieve all messages, leave the Message field empty.
Select the start and end date to limit the search results to a specific time frame. The
three-dots icon also provides other time range options like Today, Last Week, etc.Select at least two users whose direct messages you want to check in the Users field.
Click Apply. The conversations between the users selected in that time frame that matches the search phrase are displayed.
By Omnichannel
To search for a specific Omnichannel conversation:
Update the Message field with the key phrase of the message you are searching. To retrieve all messages, leave the Message field empty.
Select the start and end date to limit the search results to a specific time frame. The
three-dots icon also provides other time range options like Today, Last Week, etc.Enter the visitor or contact’s name in the Visitor field.
Enter the agent's name who served the conversation you want in the Agent field.
Click Apply. The conversations between the agent and the visitor are displayed.
Assign auditing permissions
The Auditor permission grants users access to the Audit Messages feature. As a workspace administrator, you can assign this permission to any role you want to give audit access to.
To assign message audit permissions:
Navigate to Administration > Workspace > Permissions.
To access the Audit Messages Panel, select the
Can Auditcheckbox under the role you want to assign.
In the following sub-sections, you can find more information about modifying your search results and checking the audit logs.