Agent presence & audit log
This page covers two things: how agent presence is tracked and used for routing, and what the audit log records.
Agent presence
Every Agent has a live presence status, shown as a colored dot next to their name on the Team page and used to decide who receives escalations.
| Status | Meaning |
|---|---|
| Online | Active and available for routing. |
| Away | Logged in but temporarily unavailable — set manually, or automatically after a period of inactivity. |
| Busy | Logged in but explicitly blocking new assignments. |
| Offline | Disconnected. Set automatically when the agent closes the Inbox. |
🖼️ [Image] — The Team page status column showing a green Online dot and a grey Offline dot.
Auto-away on idle
Presence updates as agents work the Inbox. An agent goes Online when the Inbox connects and back to Offline when it disconnects. If an Online agent has no activity for 15 minutes, Promptly automatically moves them to Away so conversations are not routed to someone who has stepped away. The next time they act in the Inbox, they return to Online — no manual reset needed. A status you set yourself (Away or Busy) is never overridden by the idle timer.
How presence affects routing
Auto-assignment and skill-based routing only consider agents whose status is Online. Agents who are Away, Busy, or Offline are skipped until they come back. This means presence directly shapes who picks up the next escalated chat — see Routing & skills for the full routing logic.
🎬 [Video] — An agent going idle, auto-transitioning to Away, and being skipped by auto-assignment.
Audit log
Promptly records significant actions so you can trace who did what.
Escalation history. Each escalated conversation keeps an append-only trail of its lifecycle — when it was escalated, claimed, resolved, reassigned (including from/to which agent), returned to the bot, and auto-assigned. Every entry records the action, the agent who performed it, and a timestamp. This history is available to Owners and Admins for any conversation and is useful for reviewing handoffs and resolving disputes.
Security events. At the platform level, Promptly logs security-sensitive actions, including:
- Password changes, password resets, and "log out everywhere"
- Account deactivation and reactivation
- Suspected prompt-injection attempts caught by the input guard (recorded with a severity)
- Rate-limit violations and IP bans (manual and automatic)
- Quota warnings and breaches
Each security event stores the event type, a severity, the originating IP address where applicable, the affected workspace, a timestamp, and details. Security-event recording is handled by Promptly and reviewed by the platform team; it is not exposed as a self-service report in the workspace dashboard. If you need a security record for a specific incident, contact Promptly support.
Why it matters
The audit trail gives you accountability for human actions on customer conversations and an automatic record of security-relevant events, so you can investigate access, handoffs, and suspicious activity after the fact.