Chat Logs

Chat logs allow you to view a visitor’s experience in a Journey and troubleshoot errors. Note that Logs are only retained for 3 months. 

Table of Contents

• Overview Table
• Reading Chat Logs
  • Chat AI Conversations

Overview Table

Chat logs allow you to filter all visitors who have submitted their email during a session. The table will filter visitors by session in chronological order, so you may see the same visitor appear across multiple sessions. 

The table supports filtering based on the following columns: session date, Journey, Live Chat Assignee, Targeted Page URL, Responded Page URL, Meeting Assignee, Meeting Scheduled, Conversation Assignee, and Routed for Live Chat.

At the top, there is a summary of the number of visitors:

Targeted: Total number of visitors who were selected to see Chat, according to your Journey Trigger node settings 

Responded: Total number of visitors who responded to the Chat’s Welcome Message 

Sessions with Errors: Total number of errors within the Logs across visible sessions 

The table provides a high-level summary of visitor and session data as shown.

Sessions

Only known visitors are displayed in the session table. For more information on how sessions are evaluated, please refer to this article.

Journey

The Chat Journey that the visitor was targeted with for that session. 

Assignment Method

Method of Live Chat Assignment: if a conversation was started.  

Rep Joined Chat

This is a ✅ Yes or a ❌ No option if the rep joined the Chat conversation.

Targeted Page URL

The page URL the visitor was on when they first saw the Chat.
 

Responded Page URL

The page URL the visitor was on when they first clicked on the Welcome Message.

Meeting Assignee

If a meeting has been booked, this will display the user who was assigned to that meeting.
 

Meeting Scheduled

If a meeting is scheduled, a value will be populated in this cell.

Routed for Live Chat

This is a ✅ Yes or ❌a  No option if the visitor was routed to a live chat option.

Conversation Assignee

If the visitor was routed to live chat, this will display the assignee for the live Chat; otherwise, it will appear as 'Unassigned'.

Triggered At

The date and time the conversation was triggered.

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 a list of pages visited by the visitor during their session:

Every node can be interacted with and will show either a Completed status, indicating the visitor was presented 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, it will not be present in the log. 

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

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.