Chat Logs

Web Logs (previously Chat Logs) allow you to view a visitor’s experience in a Flow and troubleshoot errors. Note that Logs are only retained for 3 months. 

Table of Contents

• Overview Table
  • Columns
  • Filters
• Preview Sessions
• Reading Chat Logs
  • Captured Data
  • Chat AI Conversations

Overview Table

To open Web Logs, go to Logs and select the Web tab. Use the date picker to set the date range. The table lists sessions in chronological order, so the same visitor can appear across multiple sessions.

Columns

Filters

Click Filter to add one or more conditions. Filters and columns are separate lists: Preview, Show Anonymous Visitors, and Rep Joined Chat are filters with no column of their own.

Preview Sessions

Sessions started with the Preview Journey button in the Playbook Builder are marked as preview when they are created. Use the Preview filter to separate your own testing from real visitors. Flows Report → Chat → Visitor Flow has a matching dropdown: All sessions, Preview only, or Exclude preview.

Note: Sessions are marked as preview from September 22, 2026. Sessions started with the Preview Widget on your own website (the chiliPreview parameter) are not marked as preview.

Reading Chat Logs

When opening a single session, a detailed view of the visitor’s journey and node execution will appear:

The Logs will always begin with the Trigger. The right-hand panel shows the visitor's email, the Flow, the page URLs and, on the Captured Data card, every value captured for the visitor, including values held from earlier sessions and UTM parameters:

Every node can be interacted with and will show either a Completed status, indicating the visitor was presented with this node or an update was successfully processed, or an Error will show:

All nodes can be clicked on to see more details about the date, time, and details of execution in the side panel:

If the visitor did not proceed down a particular path in the Journey or was not presented with a node, that path or node will not appear in the log. 

If a visitor has more than one session, they will appear in the Session picker:

Captured Data

The Captured Data card in the right-hand panel of an open session lists the Data Fields captured for the visitor. Below them, Unmapped Fields counts the values that arrived under a key matching no Data Field (see below). Click View Details to open the Captured Data table.

Each row in the Captured Data table shows:

• Smart Parameter or Field ID – the key the value arrived under. Shows - when the key matched a Data Field;
• Data Fields – the Data Field the value was written to, or Unmapped when the key matched no Data Field;
• Captured data – the value;
• Data source – where the value came from.

Unmapped Fields are URL parameters and lead object keys that matched no Data Field: no Data Field has that ID and no Smart Parameter has that name. The value stays in the log, but it is not written to the CRM, is not used for routing and does not count as a known value in the Flow. UTM parameters are the exception – see below. Check the key against the Smart Parameter or Data Field you configured, correct whichever is wrong, then test the page again.

A value is also listed as Unmapped when its Data Field has been deleted since the session. Recreate the Data Field to capture the value again.

A row that shows a Data Field and a Data source was captured. If that value is missing in your CRM, check the field mapping of the Data Field in your CRM integration settings.

UTM parameters (utm_source, utm_medium, utm_campaign, utm_term and utm_content) are always saved to the Original UTM and Recent UTM Data Fields. Map those Data Fields to your CRM to send the UTMs there. They are system Data Fields, so they are not listed in the Captured Data table. The utm_ keys from the page URL appear under Unmapped Fields instead, with URL Smart Parameter as the source, so you can see the values the page passed. These UTM values are not lost.

Chat AI Conversations

To see the details of your website visitors' conversation with Chat AI, you need to click on the Chat AI node to open the conversation.

Reference file: chat-logs.md (https://help.chilipiper.com/hc/article_attachments/53436370063379)