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.

Note
Only events marked as **visible** are shown.

## 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. |

## 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. |

## 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. |

## 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. |

## 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. |