This guide explains how to use the Conversation Log page in Bridgo to review WhatsApp message history, search conversations, filter by message details, export logs, download media, retry failed template messages, and delete log records.

⏱️ Average time: 3-5 minutes
👤 Who is this guide for: Admins, support managers, marketing users, and team members who review WhatsApp message activity

📌 What Is the Conversation Log? #

The Conversation Log is a detailed record of WhatsApp messages sent and received through Bridgo.

It helps you track:

• Outbound template messages
• Inbound customer messages
• Broadcast message delivery records
• Media messages
• Interactive messages
• WhatsApp Flow replies
• Message delivery status
• Failed message reasons
• CTWA referral messages
• Customer conversation history

To open it:

➡️ Go to Broadcast → Conversation Log

✅ Step 1: Review the Conversation Log Table #

The Conversation Log table shows all matching conversation records.

Each row includes:

• Log ID: The internal record ID.
• From – To: The sender and recipient mobile numbers.
• Full Name: The customer name linked to the conversation.
• Message Type: The type of WhatsApp message.
• Message: The message content or media action.
• Transmission Date: When the message was sent or received.
• Message Status: The latest message status.
• Options: Retry or delete actions when available.

The top of the page also shows the total number of matching records.

📬 Step 2: Understand Message Statuses #

Each message has a status.

• Sent: Bridgo sent the message to WhatsApp.
• Delivered: WhatsApp delivered the message to the recipient device.
• Read: The recipient opened or read the message.
• Received: The message was received from the customer.
• Failed: WhatsApp rejected or failed to deliver the message.

If a message failed, Bridgo may show the failure reason under the status. This helps you identify issues such as invalid numbers, limits, policy errors, or WhatsApp API errors.

💬 Step 3: Understand Message Types #

The Conversation Log supports many message types, including:

• Text
• Template
• Image
• Video
• Audio
• Document
• Sticker
• Location
• Button
• Reply Buttons
• Button Reply
• List Message
• List Reply
• Interactive Message
• Request Location
• Order
• Flow
• Flow Reply
• Contacts
• Reaction
• System
• Unsupported

For interactive messages, Bridgo displays a friendly summary instead of raw JSON where possible.

Examples:

• List Message: Shows header, body, footer, button, and options.
• Reply Buttons: Shows body and button choices.
• Flow Message: Shows call-to-action, Flow ID, and screen.
• Flow Reply: Shows the submitted customer answers.
• Contact: Shows shared contact name and phone.
• Location: Shows a Google Maps link.

🔎 Step 4: Search by Mobile Number #

Use the search box at the top-right of the page to search by Mobile Number.

• Enter the customer’s mobile number.
• Click the search icon.

If you clear the mobile number field, Bridgo automatically refreshes the list.

Use this when you want to review all conversation records for one customer.

🧰 Step 5: Use Advanced Filters #

Click the filter button to open the Search modal.

You can filter logs by:

• Date Created From
• Date Created To
• Template Name
• Broadcast ID
• Media ID
• Message Type
• Message Status

Use Template Name when checking messages sent using a specific WhatsApp template.

Use Broadcast ID when reviewing messages related to one broadcast campaign.

Use Media ID when tracking messages that used a specific uploaded media file.

Use Message Type to find only templates, images, flow replies, locations, documents, and other specific message types.

Use Message Status to find messages that are Sent, Delivered, Read, Received, or Failed.

After selecting your filters, click Search.

🧹 Step 6: Clear Filters #

If filters are applied, Bridgo shows a clear filter button near the export and filter controls.

Click the clear filter button to return to the full Conversation Log list.

You can also clear filters from inside the Search modal.

📤 Step 7: Export Conversation Logs #

Click Export to download the current filtered conversation logs as an Excel file.

The export includes:

• Log ID
• Template Name
• Media ID
• From
• To
• Full Name
• Message Type
• Message
• Transmission Date Time
• Message Status
• Failed Reason

⚠️ Important: Export uses the current filters. If you filtered by mobile number, broadcast ID, message type, status, or date range, the Excel file will include only those matching records.

If you export logs for a specific Broadcast ID, the file name includes the broadcast ID.

Example:

12345_ConversationLog_...

Otherwise, the file starts with:

ConversationLog_...

📎 Step 8: Download Media Messages #

If the message type is audio, document, image, sticker, or video, the Message column shows a Download Media button.

Click Download Media to download the file attached to that conversation log.

Use this when you need to review customer-submitted media or confirm what media was sent.

📍 Step 9: Review Location Messages #

If the message type is Location, Bridgo displays:

• Location name
• Address
• Google Maps link

Click the location link to open the coordinates in Google Maps.

If the customer did not provide a location name or address, Bridgo may show No Name or No Address.

🧩 Step 10: Review Template Messages #

If the message type is Template, the Message column shows:

• Template name
• Media ID, if media was used

This helps you quickly identify which template was sent without opening the full API payload.

For broadcast troubleshooting, combine Template Name with Broadcast ID filters.

🔁 Step 11: Retry a Failed Template Message #

For failed template messages, Bridgo may show a Retry Send button.

Retry is available only when:

• The message status is Failed.
• The message type is Template.
• The log is marked as retryable.
• The error code is not one of the non-retryable cases.
• Your user has permission to send from Live Chat.
• Your account has not reached the monthly template send limit.

Click Retry Send to send the same template message again.

If the retry succeeds, Bridgo updates the conversation log with the new WhatsApp message ID and response.

⚠️ Important: Retry should be used carefully. Before retrying, review the failed reason to avoid sending duplicate or unwanted messages.

🗑️ Step 12: Delete a Single Log #

If you have Conversation Log delete permission, each row shows a delete icon.

• Click the delete icon.
• A confirmation message appears:

Are you sure you want to delete this Log?

Click Delete to confirm.

⚠️ Important: Deleted logs are removed from the Conversation Log and may no longer be available for reporting.

☑️ Step 13: Delete Selected Logs #

If you have delete permission, you can delete multiple logs at once.

• Select the checkbox beside each log you want to delete.
• Or select the checkbox in the table header to select all logs on the current page.
• Click Delete Selected.
• Confirm the delete action.

⚠️ Important: Delete Selected applies to the selected records shown on the page, not necessarily every matching record in all pages.

📄 Step 14: Use Pagination #

If there are many records, use the pagination controls at the bottom of the page.

When you move between pages, Bridgo keeps your current filters and search values.

This helps you review large conversation histories without losing your search context.

🧪 Common Use Cases #

Find all failed messages #

• Open filters.
• Set Message Status to Failed.
• Click Search.
• Review the Failed Reason column.
• Retry only the messages that are safe to resend.

Review one broadcast campaign #

• Open filters.
• Enter the Broadcast ID.
• Click Search.
• Export the results if needed.

Check a customer’s message history #

• Search by Mobile Number.
• Review From – To, Message Type, Message, and Transmission Date.

Download customer media #

• Filter or search for the customer.
• Find image, video, audio, document, or sticker records.
• Click Download Media.

Review WhatsApp Flow submissions #

• Open filters.
• Set Message Type to Flow Reply.
• Click Search.
• Review the submitted fields in the Message column.

🌟 Best Practices #

• Use filters before exporting so the report contains only the records you need.
• Review failed reasons before retrying messages.
• Use Broadcast ID to audit broadcast delivery records.
• Use Mobile Number search when investigating customer-specific issues.
• Do not delete logs unless you are sure they are no longer needed for reporting or support.
• Export important records before deleting them.
• Use Message Status filters regularly to monitor failed or undelivered messages.