Internal Chat Not Appearing in Chat Logs (Only Live Chat Logged)

[ACL]

Hi Experts,

We would like to seek your advice on the following issue.

We noticed that internal chats are not being recorded under the chat logs, whereas live chats are being logged correctly. May I check if there are any specific settings that need to be enabled to capture internal chat history as well?

Based on the screenshot below, the chat log currently only reflects entries from live chats, while internal chats are not visible. From our previous experience, internal chats were also tracked in the chat logs. Please see the reference below for comparison.

Appreciate your guidance on this matter.

 

[SoterisH_3CX]

Hi, @ACL

If you are running V20 SP8 or an earlier PBX version, please note the following behaviour in the Chat Log report:

When you are continuing an Internal Chat that started several days ago, any new replies sent today will not appear when you filter the Chat Log under Admin → Reports → Chat Log using “Today” as the date filter.

In order to find the Chat log/Messages, you need to filter by the exact date the chat was initiated. You can use the “This Year” filter or apply a custom date range that includes the date the chat began.

Please note that this has been improved in V20 SP9, where new messages for Internal Chats that started in the past are now shown under the “Today” filter if a new message was sent today.

Could you please check and confirm if this is the case? If not, please provide more details about the issue.

 

[ACL]

Hi, @ACL

If you are running V20 SP8 or an earlier PBX version, please note the following behaviour in the Chat Log report:

When you are continuing an Internal Chat that started several days ago, any new replies sent today will not appear when you filter the Chat Log under Admin → Reports → Chat Log using “Today” as the date filter.

In order to find the Chat log/Messages, you need to filter by the exact date the chat was initiated. You can use the “This Year” filter or apply a custom date range that includes the date the chat began.

Please note that this has been improved in V20 SP9, where new messages for Internal Chats that started in the past are now shown under the “Today” filter if a new message was sent today.

Could you please check and confirm if this is the case? If not, please provide more details about the issue.

FYI Our 3CX Version is at Version 20.0 Update 8 (Build 1121 Release). What does V20 SP9 referring to?

I have put my searching filter as:
- Date: 28/04/2019 to 29/04/2026
- To: Meeting Room (ext. 2000)

However, no chat log has been found too.

 

[Kevin Attard Compagno]

What does V20 SP9 referring to?

This is the upcoming V20 Update 9, which is currently in Beta.

 

[KyriacosS_3CX]

Hi,

Can you double check your filter, search without a filter - export chats to see if the missing ones are there and not displayed. Let's see if we can narrow things down a little.

You could also upgrade to the u9 beta that was just released, and see if that resolves it, if you wish to start trying u9 out.