Understanding Chat Activity Logs in DoubleTick

See all actions taken by your team members and bots inside any chat

DoubleTick’s Chat Activity Logs feature helps you understand exactly what is happening inside a chat — whether the action was done by a human agent or by a bot. This makes it easier to track changes, avoid confusion, and clearly see who performed which action.

If you have multiple teammates or if you use automation, this feature helps you stay fully updated.

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What Are Chat Activity Logs?

Chat Activity Logs show important events inside a chat such as:

• Who assigned the chat

• Who sent a template

• Which bot responded

• When a bot triggered an action

Instead of checking multiple places, you can simply view these updates directly inside the chat window whenever needed.

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Where to Find This Feature

To access Chat Activity Logs:

1. Log in to your DoubleTick Dashboard

2. From the left menu, click on Settings

3. Select Chat Activity Logs

You will see two options:

• Show user actions in chat window

• Show bot actions in chat window

You can turn these options ON or OFF anytime.

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Option 1: Show User Actions in Chat Window

Turn this on if you want to see actions done by your team members.

Examples of User Actions:

• “Chat assigned to User 1 by User 2”

• “Welcome_template sent by User 1”

• “Chat marked as resolved by User 3”

• “Tag added by User 2”

This helps you understand team activity, track who handled the chat, and avoid miscommunication.

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Option 2: Show Bot Actions in Chat Window

Turn this on if you want to see activities done by your bots or automation flows.

Examples of Bot Actions:

• “Chat assigned to User 1 by Bot 1”

• “Welcome_template sent by Bot 1”

• “Bot triggered follow-up flow”

• “Bot sent an automatic reply”

This is useful when you want to check if your automations are working correctly or why a bot took a particular action.

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Why This Feature Is Helpful

Chat Activity Logs make communication clearer by:

• Showing exactly what happened inside a chat

• Helping you identify whether an action was manual or automated

• Reducing confusion when multiple users or bots are involved

• Making it easier to troubleshoot issues

• Keeping your team aligned and informed

This feature is especially helpful for businesses with large teams or heavy automation usage.

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Tips for Best Use

• Turn on User Actions if you want complete visibility of your team’s activity.

• Turn on Bot Actions if you want to monitor your automations.

• Turn on both if you want a complete picture of everything happening in each chat.

• You can switch these options off anytime if your chat window feels crowded.

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Summary

Chat Activity Logs help you stay updated with all important actions inside a chat. You can choose to see:

• User actions — what your team members do

• Bot actions — what your automations do

This improves visibility, avoids confusion, and helps you manage customer conversations more efficiently.