Messaging Logs
The Messaging Logs Report provides detailed insights into the interactions handled by agents over messaging platforms such as WhatsApp. It includes information about the interaction ID, customer numbers, agents involved, and the current status of the messages.
Field Descriptions
| Field Name | Description |
|---|---|
| Interaction ID | A unique identifier for each interaction session. Can be used to track specific conversations. (Clickable Link) |
| Customer Number | The contact number of the customer involved in the messaging interaction. |
| Agent | Displays the name of the agent who handled the messaging interaction. Allows filtering by agent. |
| WhatsApp Number | The WhatsApp number through which the interaction occurred. |
| Last Updated At | The timestamp indicating the most recent update to the interaction. |
| Expiry Time | The expiration time of the interaction session. |
| Current Status | The status of the messaging interaction, such as Active or Resolved. |
Filters
| Field | Description |
|---|---|
| Agent Name | Allows narrowing results by selecting specific agents. |
| Customer Number | Search by entering the customer’s number. |
| Interaction ID | Search by the unique interaction ID. |
When a user clicks on the Interaction ID link in the Messaging Logs report, it redirects to the Messaging Log Details Page. This page provides a comprehensive view of the selected interaction, including its Basic Details and the Conversation History between the customer and the agent.
Messaging Log Details Page
Basic Details Section
| Field Name | Description |
|---|---|
| Interaction ID | The unique identifier for the specific messaging interaction. |
| Agent Name | The name of the agent handling the conversation. |
| Agent ID | A unique identifier associated with the agent. |
| Conversation Start Time | The timestamp indicating when the interaction began. |
| Customer Number | The contact number of the customer involved in the conversation. |
Conversation History Section
Updated 16 days ago