Check if a user has communicated externally

The audit trail within the Admin Portal can help you quickly identify whether a user has communicated externally with another user via Symphony. For example, this evidence may be required to investigate concerns or resolve disputed testimony about communication with external contacts.

To check if a user has communicated with external contacts: 

  1. In Symphony, select the Settings icon.


  1. Select Admin Portal. This option is only available if you're a designated Administrator with Admin Portal access.
  2. Select Begin Session.

Note: Session Objective and Comments are optional fields and are not required to access the Admin Portal.

  1. Select Browse Accounts and search for the relevant user.


  1. Select the Audit Trail tab.

  1. Check the Conversation Scope column for any values identified as External.

This value shows the message/action was with an external contact and can be used to resolve any disputed testimony.