Log events

EARLY ACCESS

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Interaction logs collect events from five sources:

1. Journeys
2. Chatbots
3. AI Agents
4. Inbox
5. Message delivery (delivery reports)

The following sections list every event you can see in the log, grouped by source.

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Journey events

Journey events are generated as a person moves through an Automation Studio flow. Each row represents one step, the execution of a single element in the journey.

Event name	Description
Added to Journey	A person was added to the journey using an Add to Journey element.
Added to Journey and wait for completion	A person was added to the journey and the flow is waiting for that sub-journey to complete before continuing.
One-time started	A one-time audience journey was started.
Recurring started	A recurring audience journey was started.
Continuous started	A continuous (real-time) journey was started.
Existing Journey started	A journey started using the Existing Journey start element.
Event trigger started	A journey started when a Customer Profiles real-time event was received.
Profile change started	A journey started when a change in a Customer Profiles profile was detected.
Date/time trigger started	A journey started based on a date/time attribute trigger.
Inbound message started	A journey started when an inbound message was received.
Flow API started	A journey was started via the Flow API (webhook start element).
SFTP import started	A journey was started from an SFTP file import.
Incoming call started	A journey started when an incoming voice call was received.
Message sent	A message was sent to a customer via a Send element.
Failover sent	A message was sent and a failover to another channel was triggered if not delivered.
Internal notification sent	An internal notification was sent to team members.
API called	A Call API element was executed. An external API was called.
Exchange integration invoked	An Exchange integration element was invoked.
Exchange app executed	An Exchange application was executed (legacy element).
Salesforce synced	A Salesforce integration element was executed.
Audience split	The person was routed to one branch of an A/B split (Split Audience element).
Audience segmented	The person was routed through a Segment Audience element.
Profile updated	A person's profile was updated using an Update Person Profile element.
Variables updated	Journey variables were updated using an Update Variables element.
Tag added	A tag was added to a person's profile.
Tag removed	A tag was removed from a person's profile.
Added to DNC list	A person was added to the Do Not Contact list.
Removed from DNC list	A person was removed from the Do Not Contact list.
Catalog looked up	A Catalog Lookup element was executed.
Pause	The journey paused for a defined time before continuing.
Wait for message	The journey is waiting for an inbound message from the customer (intermediate element).
Wait for event	The journey is waiting for a Customer Profiles event to occur (intermediate element).
Wait for profile change	The journey is waiting for a specific change in a Customer Profiles profile.
Wait for date	The journey is waiting for a specified date/time attribute to be reached.
Chatbot started	An Answers chatbot was started from the journey (Start Chatbot element).
Transferred to agent	The flow transferred the customer to a human agent (Transfer chat to agent element or IVR Transfer call to agent).
Outgoing call started	An outgoing voice call was started (IVR).
Message played	A message was played in an IVR call.
Input collected	User input was collected during an IVR call.
Call ended	A voice call was ended (Hang up element).
Call forwarded	A voice call was forwarded to another number.
Transferred to voicebot	A voice call was transferred to a voicebot.
Transferred to application	A voice call was transferred to a voice application.
Voicemail recorded	A voicemail was recorded during an IVR call.
Journey exited	A person exited the journey through an Exit element.

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Chatbot events

Chatbot events are generated during chatbot sessions, both standalone chatbots and chatbot components embedded within journeys. Each row represents a single step executed by the chatbot engine.

Event name	Description
Dialog started	A chatbot dialog was entered and started processing.
Dialog ended	A chatbot dialog finished.
Message sent	The chatbot sent a message to the customer.
Message received	The chatbot received a message from the customer.
Message rejected	A message was received but rejected by the chatbot (for example, unsupported message type or channel).
Input processed	The chatbot processed user input and matched it against a keyword or intent.
Intent resolved	An intent was resolved based on the last inbound message (usually after Root State).
Attribute question sent	The chatbot sent a question asking for a specific attribute value and is waiting for a reply.
Attribute reply received	The chatbot received a reply to an attribute question and stored the value.
Condition evaluated	A condition branching element was evaluated.
Code executed	A custom code element was executed.
API request sent	The chatbot sent an API call request to an external system.
API response received	The chatbot received the response from an API call.
Profile updated	A Customer Profiles (CDP) profile action was performed.
Conversation tagged	A conversation action (tag) was executed.
CSAT survey sent	A CSAT satisfaction survey was sent to the customer.
CSAT response received	A CSAT response was received from the customer.
Waiting for webhook	The chatbot is waiting to receive a webhook request before continuing.
Webhook received	A webhook was received by the chatbot.
Webhook timeout	The chatbot timed out while waiting for a webhook.
Element timeout	An element that was waiting for a response (for example, get attribute, process user input) timed out.
Extension executed	A chatbot extension (plugin) was invoked.
Component started	A reusable chatbot component was triggered from the main chatbot flow.
Component completed	A reusable chatbot component finished and control returned to the calling chatbot.
Transferred to agent	The chatbot session was transferred to a human agent.
Agent took over	A human agent manually took over an active chatbot session.
Trigger received	The chatbot received an external trigger to start or resume a session.
Escape phrase detected	The customer sent a message containing a configured escape phrase, ending or redirecting the session.
Routed to root	The session was moved back to the root state because an element failed.
Session expired	The session timed out due to inactivity.
Session closed	The session was explicitly closed.
Session closed by user	The customer closed the conversation (for example, Apple Business Chat close conversation).
Session ended externally	The session was closed because it ended outside Chatbots (external ID changed).
Session size limit exceeded	The session was forcefully closed because the session data exceeded the 10 MB size limit.
Bot deactivated	The session was terminated because the chatbot was deactivated.
User hung up	The voice session ended because the user hung up.

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AI Agent events

AI Agent events are generated by AI Agents running inside journeys or chatbots. Each row represents one step in the AI agent's reasoning and execution process, from receiving a conversation to calling LLMs, using tools, and finishing the session.

Event name	Description
Agent started	The AI agent started processing a session.
Agent finished	The AI agent completed processing and the session ended.
Routed to agent	The session was routed to a specific AI agent (agent selection step).
Start calling LLM	The AI agent started a call to the language model (LLM).
End calling LLM	The AI agent received a response from the language model.
Tools selected	The LLM responded with a list of tools to call (tool use step).
Call to LLM failed	The AI agent's call to the language model failed.
LLM response processing failed	The AI agent received a response from the LLM but could not process it correctly.
LLM hallucination detected	The system detected a potential hallucination in the LLM response.
Tool called	The AI agent called an external tool or function.
Tool returned result	A tool called by the AI agent returned its result.
Tool failed	A tool called by the AI agent returned an error or failed to execute.
Guardrails triggered	The AI agent's guardrails were triggered. A response was blocked or modified for safety or policy reasons.
Agent exception	An unexpected exception occurred during AI agent processing.

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Inbox events

Inbox events are generated by the Inbox platform and represent state changes within a customer conversation handled by a human agent. They appear in Interaction logs when the conversation is part of an interaction that also includes journey or chatbot steps.

Event name	Description
Conversation created	A new conversation was created (inbound or outbound).
Status changed	The conversation status changed (for example, Open to Closed).
Assignment changed	The conversation was re-assigned, either between agents, to/from a bot, or unassigned.
Assigned to agent	The conversation was assigned to a human agent (not a bot).
Agent first response	The first agent message was sent in the conversation (used for response time analytics).
Queue changed	The conversation was moved to a different queue.
Priority changed	The conversation priority was changed (for example, Normal to Urgent).
Channel changed	The conversation channel was changed (for example, SMS to Viber).
Customer changed	The customer associated with the conversation was changed.
Topic changed	The conversation topic was changed.
SLA policy changed	The SLA policy applied to the conversation was changed.
Conversation merged (Donor)	This conversation was merged into another. It is the source (donor) conversation.
Conversation merged (Target)	This conversation received a merge. It is the target conversation that absorbed the donor.
Agent message sent	A message was sent toward the customer, either by an agent, chatbot, system automation, or survey.
Customer message received	An inbound message was received from the customer.
Private note added	A private note was added to the conversation (visible to agents only).
Tag added	A tag was added to the conversation.
Tag removed	A tag was removed from the conversation.
Customer linked	A customer profile was linked to the conversation.
Customer unlinked	A customer profile was unlinked from the conversation.
Transcript downloaded	The conversation transcript was downloaded by an agent.
Transcript sent	The conversation transcript was sent (for example, via email).
Slack message sent	A Slack message was sent as part of a conversation action.
Macro executed	An agent executed a macro on the conversation.
Form changed	A form associated with the conversation was updated.
Customer login	A customer login event occurred in the context of the conversation.
Call started	A voice call was started in the conversation.
Call ended	A voice call in the conversation ended.
Call transferred	A voice call was transferred to another agent or queue.
Call answered	An incoming call was answered by an agent.
Call pending	A call is pending - ringing but not yet answered.
Call initialized	A call was initialized and is being set up.
Call not answered	An incoming call was not answered.
Call failed	A call failed to connect.
Call redirected	A call was redirected to another destination.
Recording started	Call recording was started.
Recording ready	A call recording is ready to access.
Recording deleted	A call recording was deleted.
Recording failed	A call recording failed.
Callback requested	A customer requested a callback.
Callback unanswered	A callback was not answered.
Call put on hold	A call was placed on hold by the agent.
Call resumed	A call that was on hold was resumed.
Consult call started	An agent started a consult call with another agent while the customer is on hold.
Consult call ended	A consult call between agents ended.
Conference call finished	A conference call involving multiple parties finished.

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Message delivery events

Message delivery events (Delivery Reports/DLRs) track the delivery status of every message sent, whether from a journey, chatbot, or conversation. These events show whether a message was successfully delivered to the customer's device or network.

Event name	Description
Message status	A delivery report was received for a message that was sent. The status field shows the result: Success means the message reached the network or device; Failure means it did not. Select the event to see full delivery details including channel, sender, destination, and error code if applicable.

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