In this article we explain what type of activities are recorded within a conversation and what limitations exist in tracking chat viewing.
❓ Frequently asked question or initial context
In Atom, administrators and supervisors often want to know if it is possible to track which users access or view conversations that belong to groups other than theirs. This information is crucial to ensure privacy, security, and compliance with the organization's internal policies.
🛠️ Troubleshooting section: step by step
Review the actions recorded in conversations Atom records active actions performed in a conversation, such as:
Chat reassignments.
Closure or follow-up classifications.
Responses sent to the customer. These actions are reflected in the conversation history, providing a clear record of who intervened.
Verify user permissions Ensure that users have the appropriate roles to access conversations from other groups. Permission configuration is the primary tool for limiting or allowing visual access to chats.
✅ Possible solutions
Use Service Level Reports: These reports allow you to audit all operational actions performed by your agents within a management, providing complete traceability of status changes and responses.
Request additional features: If your organization requires specific monitoring capabilities, you can contact the AtomChat support team to discuss possible developments or customized solutions.
📝 Additional notes
Important: Currently, Atom does not record passive actions, such as simply opening or viewing a conversation without making any changes or sending a message.
📞 When to contact support?
If you need advanced monitoring capabilities or have specific requirements related to user activity auditing, it is recommended to contact the Atom CSM team to submit a Feature Request. Our product team will evaluate feasibility based on your business needs.
Keep security and privacy under control! 🚀
Although Atom currently does not passively record who "only views" a chat, you have a detailed history of all operational actions (such as reassignments, messages, or classifications) and a robust permission system to limit access. Configure roles strategically and use Service Level Reports to audit your team's work with complete transparency. ✅