Customer Workspace Ideas Portal
We’ve received product feedback and a feature request from multiple users regarding the lack of audit visibility for Saved Replies / Templates.
Currently, there is no way to track:
Who created a saved reply
Who made edits/changes to an existing template
Who deleted a saved reply
This limitation is creating operational challenges for customers, particularly those with multiple admins managing the platform. In their use case, saved replies are business-critical templates used for customer communication, and when a template is modified or deleted, there is no traceability available.
As a result:
Teams are unable to identify the source of changes
Deleted templates cannot be attributed to any specific admin
It creates confusion and accountability gaps internally
Requested Enhancement:
An audit log/activity history for saved replies that records:
Admin/User name
Action performed (Created / Edited / Deleted)
Template name
Date & timestamp of activity
This visibility would significantly improve governance, accountability, and template management for teams working in collaborative admin environments.
