Audit Trails Overview
Written By Anand Raj
Last updated 11 days ago
The Audit Trails module keeps an immutable, system-generated history of everything happening inside your agency. It gives you a clear, time-stamped record of who did what, when, and on which business — so if something goes wrong, you can quickly trace it back to the exact action and user responsible.
Audit logs are written automatically by the platform. They cannot be edited or deleted by any agency user (including admins), which is what makes them trustworthy as a source of truth for investigations and compliance.
Opening Audit Trails
From the left sidebar of the Agency Portal, click Audit Trails. You will see a chronological table of all recorded activity across your agency.
What each column means
Timestamp — exact date and time the action was recorded by the system.
User — the agency user (by email) or system actor that performed the action. System is shown for automated events such as auto-pause due to failed payment.
Action — the type of activity, e.g. Login, Agency Checkin, Business Checkin, Business Status, Business Reset, Coupon Regenerate, Delete.
Target — what the action affected: an agency, a specific business, a coupon, an integration, etc.
Status — whether the action completed successfully or failed.
Details — a short human-readable description of what changed (for example, "Status changed: Enabled to Pause (Payment) automatic due to failed payment").
What we currently track
Audit trails capture the activity that matters most for security and accountability, including:
User logins — every time an agency user signs in to the Agency Portal.
Agency Checkin — when a user accesses the Agency dashboard.
Business Checkin — when an agency user opens the Business Portal of one of your businesses (so you always know who looked at which business and when).
Business status changes — Active / Pause / Past Due / Archived transitions, including automatic ones triggered by failed payments.
Business Reset — full account resets (call logs, recordings, configuration history, billing) with the exact scope cleared.
Coupon activity — coupon creation, regeneration and deletion.
Configuration deletions — removal of locations, integrations or other business configuration.
Agent changes — updates made to a business's agent, including who made the change and when.
Note: We are continuously expanding what gets tracked in audit trails. If there is a specific event or action you would like us to start logging, you can request it and we will look into adding it.
Why this matters
Because audit logs are immutable and system-generated, they let your agency:
Investigate incidents — figure out exactly which user changed a business status, reset an account or deleted a configuration.
Hold team members accountable for sensitive operations like resets and deletions.
Prove to a business owner what was (and was not) done on their account, and by whom.
Spot suspicious activity such as unexpected logins or repeated failed actions.
Note: Audit Trail entries are written by the system and cannot be edited or deleted by any user. If an entry looks wrong, it reflects what actually happened — use it as the starting point for your investigation.