Audit log
See who did what in your organisation and when, filter the log by action, person and date, and read the details of any event.
The audit log is a record of the important actions taken in your organisation: who did them, what they did and when. Use it to answer questions like "who changed this member's role?" or "when was WhatsApp disconnected?".
Note: Owners, Admins, Supervisors and Developers can see the audit log. Other roles see a message that they don't have permission.
Open the audit log
Go to Settings › Audit log. You can also click View audit log on Settings › Organisation.
Events are listed newest first, 25 to a page, with three columns:
- When: the date and time of the event.
- Who: the person or process that did it.
- Event: what happened, in plain words.
What "Who" can show
| Who | Meaning |
|---|---|
| A member's name | Someone in your organisation. |
| System | IconEngage did it automatically, for example a scheduled job or a health check. |
| IconEngage support | IconEngage staff acting on your organisation, for example at your request. Not one of your team. |
| Affiliation unknown | The record doesn't say whose action it was. Contact support if it matters. |
What's recorded
The log covers actions across the app, including:
- Sign-in and account security: sign-ins and failed sign-ins, locked accounts, password changes and resets, two-factor turned on or off, recovery codes used, connected sign-in methods, and sessions revoked.
- Organisation and team: organisation created or renamed, invitations sent, accepted and revoked, members added, removed or given a new role, and the setup checklist being hidden.
- WhatsApp: accounts connected, synced or disconnected, access tokens replaced, numbers registered, PINs set, business profile changes, raw webhook payloads viewed and webhook events replayed.
- Templates: templates created, edited, submitted, deleted and synced.
- Contacts: contacts created, edited and deleted; tags, fields and segments changed; imports, exports and consent records.
- Inbox and messages: conversations claimed, released, transferred, tagged, resolved and reopened; notes added, edited and deleted; messages sent, refused or retried.
- Teams and routing: teams, queues, business hours, holidays and SLA targets changed, and agents' availability.
- Automation and AI agents: flows, inbound webhooks and credentials created, changed, published or deleted; runs started or cancelled; AI agents, knowledge and intents changed, published or unpublished.
- Integrations and developers: integration connections, Contact lookup, API keys and event webhooks created, changed or removed.
- Billing: plan and payment method changes, WhatsApp credit top-ups, changes to your business details (which fields changed, not their values) and other billing events.
The audit log doesn't store message text. It records that something happened, not what was said.
Filter the log
Use the Filters above the table:
- Action: pick a type of event, or leave it on Any action.
- Actor: pick a member, or leave it on Anyone.
- From and To: pick a date range. The end date can't be before the start date.
- Click Apply.
Click Clear to remove all filters. If nothing matches, you see No events match these filters. with a Clear filters button.
See an event's details
Click any row to open its details. Depending on the event, you see:
- When it happened and the Actor who did it.
- The Action and the Resource it affected.
- Extra details relevant to that event, such as the old and new role for a role change.
- Event ID and Request ID. Quote these if you contact support about an event.
Exporting the audit log
There's no export button on the audit log screen today.
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.