Read the AI agent activity log
See what the AI agent did with every customer message and why, whether answered, drafted, handed over, skipped, cancelled or failed.
Last updated 2 min read
The activity log is your window into the AI agent. For every customer message it looked at, it shows what it decided and why, in plain words. It is the best place to tune your settings.
Before you start
- Who can do this: everyone can read it; owners and admins change the settings it reflects.
- Plan: all plans.
Step by step
- Open AI Agent and choose Activity ("What the AI Agent did with each customer message, and why.").
- Read each row: the ticket and customer, the topics, the confidence, the decision and the reason.
- Open a ticket from its row to see the note or reply the AI wrote.
- For a reply still Sending, cancel it if it should not go out.
What happens next
Decisions
| Status | Meaning |
|---|---|
| Answered | Sent automatically, for example "Answered automatically (92% sure)" |
| Sending | Waiting in the undo window: "Sends in 60 s unless cancelled" |
| Drafted | Copilot wrote a draft note: "Copilot mode: a person sends" |
| Handed over | Autopilot passed it to a person with a reason and the hand-off tag |
| Skipped | Not attempted, for example "A teammate replied recently and is handling it" |
| Reply cancelled / Cancelled | Stopped, for example "Someone answered first" or "The customer wrote again: re-answered" |
| Failed | The AI service did not answer |
Permanent history. The activity list is kept in the server's memory today, so it shows runs since the server last started ("Since the server started"). A stored history is planned. Notes and replies on tickets are always kept.
Reading a row
A row such as "Order status · 92% · Answered · Answered automatically (92% sure)" tells you the topic the AI recognised, how sure it was and what it did. A row such as "Return or refund · Handed over · Return or refund is not set to answer automatically" tells you it wrote a draft note and added the hand-off tag for your team.
Tips
- Look for patterns in Handed over reasons. Many "not set to answer automatically" rows for one topic suggest allowing it; many low-confidence rows suggest better macros or help articles.
- Read a few Answered replies every day while Autopilot is new.
- Failed rows usually mean the AI provider had a problem; the ticket still has a person to answer it.
Troubleshooting
The log is empty
The AI agent may be off, or no customer has written on a ticked channel since the server started.
"That reply already went out or was cancelled"
The undo window ended, or someone cancelled it first.
"Viewers can look but not change anything. Ask an admin for agent access."
Viewers cannot cancel AI replies.
Frequently asked questions
Where can I see what the AI agent did?
Open AI Agent and choose Activity, or look at Recent activity on the AI Agent page. Each row shows the ticket, the customer, the topic the AI recognised, how sure it was, what it decided and a one-line reason in plain words, such as Answered automatically, 92 percent sure.
What do the AI activity statuses mean?
Answered means it sent the reply. Sending means it is waiting in the undo window. Drafted means it wrote a Copilot note. Handed over means Autopilot passed it to a person. Skipped, Cancelled and Failed explain why nothing was sent, with the reason beside it.
Why does the activity log reset sometimes?
Today the log is kept in the running server's memory, so it starts again when the server restarts, which is why the page says Since the server started. A permanent activity history is planned. The notes and replies the AI wrote stay on the tickets either way.
Can I cancel an AI reply from the activity log?
Yes, while it is still Sending, inside the undo window. Cancel it and the reply never goes out; the row then shows Reply cancelled with your name. A new customer message or a teammate's reply also cancels it automatically.
Why was a message skipped?
The reason is shown on the row. Common ones are A teammate replied recently and is handling it, which applies for two hours after a person replies, and No AI provider connected yet. Messages on channels you did not tick, or on closed tickets, are not listed at all.
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Related articles
- Copilot or Autopilot - which AI mode to useCopilot drafts answers for your team to send; Autopilot sends answers itself for allowed topics. See exactly when Autopilot sends and when it hands over.
- AI agent settings explainedEvery AI agent setting in plain words, including confidence, daily limit, undo window, tone, sign-off, house rules and the hand-off tag, with the defaults.
- Turn on the AI agentSwitch on the Hushdesk AI agent in Copilot mode so it drafts a reply for every new customer message, then move to Autopilot for safe topics later.
- How the AI stays accurate and safeThe checks behind every AI draft and answer. Grounded in your data, blocked when it invents links or amounts, and handed to a person when in doubt.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.