Review session history

Every session, support or Access, stays in the console after it ends. Its timeline and log are kept when your plan includes Session timeline, and its recording when your plan includes Session recording (both part of Blink Pro). A session keeps what it started with, even if your plan changes later. See Understand your plan and its limits.

Find a session

1. In the console, open Sessions.
2. Clear Active only to include ended sessions. It is on by default, so the list starts with running sessions.
3. Narrow the list:
   • Search by code, label, device, technician or organization.
   • Choose Support (code) or Access (device) to show one kind.
4. Select Load older at the bottom to page further back.

If your plan does not include Session history, Sessions lists live sessions only, and Active only is replaced by Session history: not in your plan.

Each row shows the session (the code for support, the device name for Access), the connection lights, the Technician who started it, the Remote computer (screen size, agent version, and icons when Blink ran as administrator or had audio), when it Started and its Duration. A backstage badge marks Backstage sessions.

To see the sessions of one device, open it under Access: its details end with a Session history list (or Not included in your plan: Session history when your plan does not include it).

Session details

Select a session to open its details.

• Actions: View (while it is live), Full log, Recording, Device (Access), End or Delete.
• Timeline: who connected on each side and when, for example Code created by, Customer downloaded the tool, Agent connected, technicians connecting and disconnecting, files sent, Customer ended the session and Session ended. With Blink View it also shows Blink View code created by (or Blink View link created by), the phone asking to share its camera, Blink View: … accepted by or denied by, Phone camera live and Phone camera ended.
• Chat: the session’s chat, if there was one. See The chat transcript.
• Properties: who started it, when it was created, connected and ended, its duration, whether the customer has downloaded the tool, the label and group, and the session id.
• Remote computer: screen size, agent version, whether it was Elevated and had Audio, and each monitor with its resolution.

If a recording was deleted, the details say who deleted it and when.

The timeline and the log need View logs. A session started while your plan did not include Session timeline keeps no timeline or log: its details say Not included in your plan: Session timeline with This session was started without one, so it keeps no timeline., and there is no Full log.

The chat transcript

The Chat section of a session’s details shows the conversation with the customer: who wrote each message and when, and lines such as Session started or Cody joined. Earlier messages loads older ones. It says No chat in this session. when there was none. The timeline marks when the chat started with Chat started.

Secret messages never appear with their text. The transcript shows only what happened to them, whether it was viewed (with the time), expired or not viewed yet, for example Secret from ann · expired.

For an Access session, messages written before you connected sit under Before the session, and the rest under In the session. Chats with a device’s user that never led to a session are on the device: open it under Access and see its Chats list. Each row shows the first line, how many messages it has, who started it, whether it led to a session, and open while it is still going on. Select one to read it.

You can read a session’s chat whenever you can see the session. A device’s Chats list needs Join access sessions or Chat (access) on the device, and closed chats there also need Session history in your plan. Chats stay readable if your plan later drops Chat: the device then shows Not included in your plan: Chat with Earlier chats stay readable.

The session log

Full log (or Log in the viewer) opens the session’s detailed log in a new tab: every event from Blink and from the remote computer, with search, filters by level and source, and a choice of clock. Logs record what happened, not what was typed or copied.

The log is mostly useful when something went wrong; Troubleshooting explains what to look for.

Activity

Activity is the organization’s activity log: who did what, newest first. It needs View activity, and Audit log in your plan: without it, Activity is not in the sidebar, and the page says Not included in your plan: Audit log with The organization audit log is not kept. Chat appears there as Started a chat, Sent a secret message, Viewed a secret message and Secret message expired, never with the messages themselves. Blink View appears there too, as Created a Blink View code, Accepted a Blink View phone, Refused a Blink View phone, Blink View started and Blink View ended. Use it alongside the session list when you need to know who did something in the console.

Delete a support session

You can delete an ended support session together with its recording, its log and its chat. This cannot be undone. Terminal transcripts are kept.

1. In Sessions, find the ended session.
2. Select the delete button on its row, or Delete in its details.
3. Confirm with Delete session.

This needs Delete support sessions. Access sessions cannot be deleted this way; delete their recordings instead (see Play and manage recordings).