Find out who is deleting group chat?

[MPServeline]

Hi all,

One of our customers has a problem with someone deleting the group chats and wants to find out who it is, is there anywhere I can see that at all?

Many thanks

 

[MPServeline]

I can see the new group chat created under Reporting -> Chat Logs but no evidence of the two preceding group chats that were deleted this morning.

 

[GeorgeK_3CX]

If the Chat Logs are missing from the Reporting -> Chat Logs section, this means that the Chat Logs were purged. You are able to see who purged the chat logs from the Management Console -> Audit Log.

 

[MPServeline]

Thanks gky, I can see all the chat logs generally so doesn't look like they have been purged, they restarted their group chat this morning and I have exported the log and can see chats going back for a while but can only seem to see the new chat they started at 10:37hrs this morning called 'Do not delete' but can't see one before that.

 

[MPServeline]

I did a test using the Windows app and created a chat then deleted it and did hope it may have been in 3CXPhoneForWindows.log file under AppData\Roaming\3CXPhone for Windows\Logs but unfortunately can't see anything.
I tried under app/system_status/logs on the PBX but couldn't see anything else in there either.
I can see the most recent chat that was created in the chat log under Reporting -> Chat Logs but can't see the ones before so if the chat is deleted then does it disappear from the chat log?

 

[Vali_3CX]

@MPServeline
Maybe has not been deleted - if it's a queue group chat and one of participants take it, it will disappear from all other participants, will become a "single" chat. It's a "trap" I fell myself at the very beginning.

Otherwise, in normal conditions, a group chat can disappear simultaneously from all participants only either if it was deleted/purged on the PBX level (by purge or by direct database access), or all participants have deleted it (which, according to your description, is highly improbable)

 

[MPServeline]

Thanks Vali, would that be the same chat? The one within the app?



I can't see how it could be split away from a group conversation from there?

 

[pangel]

Thanks Vali, would that be the same chat? The one within the app?

I can't see how it could be split away from a group conversation from there?

I don't think you can take a chat directly from the V16 Desktop Client (though I could be mistaken).
From the V18 Desktop App or webclient you can use the 'Take' button in the top right:



If the chat is already taken, this button will turn into a transfer button (of course, this is only for the person who took the chat, as others will no longer be able to see it).

 

[MPServeline]

Thanks, I'll check into that