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Debug logs

When something goes wrong in the agent application – a call that can't be answered, a task that won't close, an unexpected logout – Graia support needs to see what the application was doing at that moment. The agent application keeps a short technical log of its recent activity for this. You download it with one click and send it to Graia support with your ticket, or give it to the supervisor or IT colleague who opens the ticket for you.

The debug logs are the way to send these technical details to Graia support. You don't need any other tools.

:::danger Share debug logs only to get support A debug log contains a temporary access token for your session and customer data (see What's in a debug log). It doesn't contain your username or password.

Share it only with the people handling your support request: your supervisor or your IT team, when they ask for it to open a ticket, and Graia support. Never share it with anyone else: not with other colleagues, partners or other vendors, and never in chat tools, shared folders, forums or AI tools. Graia support will never ask you to send it any other way. :::

Download the debug logs​

Download the logs as soon as possible after the problem happens, before you log out or close the browser.

  1. In the agent application, open the Profile menu in the top right, then select Settings.
  2. Click Download debug logs.

Your browser saves a file to your computer, named like AgentApp eventlog 2026-10-27_10-21-47.json. The date and time in the name are when you downloaded it.

The file covers roughly the last 10 minutes before you clicked the button. Older activity isn't in it, so if the problem happened earlier, reproduce it and download the logs again right afterwards.

The file is created on your computer only. Nothing is sent to Graia or anyone else until you send the file yourself.

What's in a debug log​

The debug log records how the agent application talked to Graia during those minutes, so support can follow what happened step by step. It contains:

  • Call connection messages: how calls were set up, answered, put on hold and ended.
  • Messages between the agent application and Graia: for example new tasks arriving, state changes and task updates.
  • Requests the application made, with their results and timing. These results include the data the application loaded for you, such as customer details, conversation history and message content.
  • Some of the actions you took, such as what you clicked and some of what you typed.
  • Technical messages from the application, such as warnings and errors.
  • A temporary access token that the application uses while you're signed in. Until it expires, someone who has the file could use it to access Graia CCaaS as you.

It doesn't contain your username or password, call audio, recordings or a recording of your screen.

This is why the file must only go to the people handling your support request.

Send the debug logs to support​

  1. Attach the file to your support ticket. If your supervisor or IT team opens tickets for you, send it to them only when they ask for it, and they attach it to the ticket. Don't paste its contents into the ticket text or a message.
  2. Add the details support needs to find the problem – the date and exact time, what you did and what happened. See Before you contact support.
  3. If the problem is with one task, also add its task ID and conversation ID. See Show the task and conversation IDs.
  4. Once it's been sent, delete the file from your computer, including from your Downloads folder and recycle bin. Whoever forwarded it to Graia support should delete their copy too.

If a debug log was sent to anyone else by mistake, tell Graia support straight away.

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