MAX for Sales records what it does, and what you do, in a running log. Is something not working as expected? For example, an email did not go, a score did not move, or a sync failed. Check the log before you contact support. It shows what happened, when, and often what to do next. Anyone with a role in MAX for Sales (Sales Rep, Sales Manager, or Admin) can check it themselves, on a single opportunity or across the organization. This article shows where to find the log, what it records, and what to do about the problems it reports.
📌 Note: There is not one screen called "Activity Log." The same log appears in three places: the Logs tab on each opportunity, the System Log page for your whole organization, and a small log pane inside the proposal builder. Settings > Users & Access refers to all of them as the Activity Log.
Overview
| Section | What it covers |
|---|---|
| Where the activity log lives | The System Log page, the opportunity Logs tab, who can see them, and how to filter and search |
| What it records | The kinds of events logged, what each entry shows, and what MAX for Sales does not log |
| Consolidated known issues and fixes | One table of known issues across MAX for Sales, with what you see and what to do |
Where the activity log lives
System Log (all opportunities)
Select System Log in the left navigation, between Performance and Settings. The System Log page opens and shows entries across every opportunity in your organization. Use it to troubleshoot.
It opens on Problems only: warnings, errors and critical entries from the last 30 days. Use the toggle in the toolbar to switch to All.
Filters are in the side panel:
| Filter | Options |
|---|---|
| Date Range | All Dates, Today, Last 7 Days, Last 30 Days, or a custom range with start and end times. Times use your own time zone. |
| Severity | Critical, Error, Warning, Info |
| Type | Automated Process, AI Action, Manual Update, Error |
| Communication Direction | Incoming or Outgoing. Applies to emails only. |
| Category | Every category your organization has actually logged, with its own search box |
Other controls:
- Search logs... searches the entry summary, the opportunity name and the category title. It does not search the detail text or the person who acted.
- Newest first / Oldest first changes the sort order.
- Logs per page offers 10, 25, 50 or 100 entries (25 by default).
- Refresh reloads the page. The page shows when it was last updated and does not refresh on its own.
- Clear all filters shows every severity and every date.
- View Opportunity on an entry opens that opportunity. Some entries have no opportunity to open. See Entries with no opportunity.
📌 Note: You cannot filter the System Log down to a single opportunity. To see everything for one deal, open that opportunity and use its Logs tab.
⚠️ Known issue: If you tick two or more boxes under Type, the System Log ignores the Type filter and shows all types. Tick one at a time, or use Severity instead.
Logs tab (one opportunity)
Open any opportunity and select Logs. You see an activity timeline for that deal only. It has the same side-panel filters (Type, Category, Date Range, Direction, Severity), but no free-text search. It opens unfiltered, so you see the full history. Select Load more for older entries. The tab checks for new entries every 30 seconds.
Proposal builder
The proposal builder includes a read-only log of activity on that proposal.
Who can see it
Anyone with a role in MAX for Sales (Sales Rep, Sales Manager, or Admin) can open the System Log and the Logs tab. There is no separate admin-only view and no difference between Elite and Enterprise in who can see the log.
- Read-only users can read the log but cannot add notes or give feedback on AI actions.
- A user with no role assigned cannot open the System Log.
📌 Note: The log partly masks email addresses, subjects and file names for every user, including admins.
What it records
What each entry shows
- Title and a one-line description, with extra detail lines where there are any.
- Time, in your time zone.
- Who acted: a named user, an AI agent, or System, each with its own icon.
- Type: Automated Process, AI Action, Manual Update or Error.
- Outcome: Success, Partial or Error.
- Severity (System Log only): Info, Warning, Error or Critical. This sets the color of the entry's icon, and is also spelled out in text.
- Direction on email entries, and the opportunity name.
On AI Action entries you can give a thumbs up or thumbs down. A thumbs down opens What could be improved? where you can pick reasons and add a comment of up to 2,000 characters. You can change or remove your own feedback, but not anyone else's.
Failure entries use plain, fixed wording such as "The operation timed out. Please try again." MAX for Sales never shows raw technical error text.
What MAX for Sales logs
| Area | Examples |
|---|---|
| Opportunity | Created, status changed, field updated, deleted, duplicate detected or resolved, merged or split |
| AI analysis | Score calculated or recalculated, recommendations created, sent, approved or dismissed, deal analysis generated or updated, thread summaries |
| Draft generated or edited, sent, received, send failed, bounced | |
| Tasks | Created, updated, reassigned, completed, dismissed, reopened, reminder set, file uploaded |
| Notes | Quick notes you add |
| Files and transcripts | File uploaded or linked, transcript processed, classified or failed |
| Space planning and packages | Hold created, updated or removed, space plan applied, room changed, package or service order changes |
| Proposals | Created, updated, sent, accepted, rejected, reverted to draft, cloned, send failed, line items changed |
| Platform and CRM sync | Opportunity, booking, attendance, packages, note and contact sync results, background CRM sync problems |
| Settings | Changes to your organization's time zone |
You can add your own entry with a quick note from the opportunity board. MAX for Sales records it under your name as a Manual Update.
What MAX for Sales does not log
- MAX for Sales logs very few settings changes. It logs only a change to the organization time zone. Edits to AI instructions, scoring settings, goals and other settings do not appear.
- Logging is not complete. MAX for Sales logs the failures that matter most, but not every possible one. A missing entry does not prove nothing went wrong. A failure to write a log entry also never blocks the action you were taking.
- MAX for Sales does not group repeated failures. If the same problem happens ten times, you see ten rows.
- There is no export. You cannot download the log. The only downloads are the recording and transcript on transcript entries.
Entries are permanent
Nobody can edit or delete a log entry, including admins. A correction appears as a new entry. Entries do not expire, with one exception. A daily job permanently deletes opportunities that someone deleted more than 30 days ago, and their log entries go with them. MAX for Sales never removes entries that are not tied to an opportunity.
Entries with no opportunity
Some entries are not tied to an opportunity, so they have no View Opportunity link. These are things MAX for Sales could not match to a deal: an inbound email that matched nothing, a file that failed early, or a recording that produced no opportunity or task. Search the System Log by the file name or subject instead.
Language
Titles, descriptions and detail lines appear in your language (English, German, Spanish or French). The stored summary text on some entries, including most failure messages, is in English only.
Consolidated known issues and fixes
Start with the System Log, which opens on Problems only. If the log shows nothing, check the matching row in the tables below.
Problems the log reports
| What you see in the log | What it means | What to do |
|---|---|---|
| Email send failed | The mail service or network failed. | Try sending again. |
| Email sent, but a follow-up step failed | The email went out. A later step failed. | Do not resend. |
| Email attachment not saved | The email went out, but MAX for Sales did not store the attachment on the opportunity. | Upload the file to the opportunity's Documents tab. |
| Email Bounced | A permanent failure. The address is wrong or the mailbox is gone. | Correct the address and resend. |
| Email Delivery Problem | A temporary delivery failure. | Wait, then resend if there is no delivery. |
| File is empty and could not be processed | The file has no content. | Upload a file with content. |
| Failed to extract file content | The file is corrupt or not a valid PDF. | Re-save or re-export the file and upload again. |
| Virus detected in uploaded file (Critical) | MAX for Sales blocked the file. | Do not upload it again. Check the source of the file. |
| Virus scan could not be completed | The scanner was unavailable. | Upload the file again. |
| Uploaded file blocked by content validation | The file's content did not pass checks. | Check the file. Contact support if it should have passed. |
| Inbound email blocked by content validation | The email did not pass content checks, so MAX for Sales did not process it. | Add the details to the opportunity manually. |
| Email detected as out-of-office | MAX for Sales skipped the auto-reply on purpose. | None needed. |
| Classification flagged for review | MAX for Sales was not sure how to file an incoming item. | See the note below. |
| Classification Content Too Long | An email or document was too large for the AI to read. | Split it, or add the key details manually. |
| Transcription failed | MAX for Sales could not turn the recording into a transcript. | If the entry says retry available, retry. Otherwise contact support. |
| This recording was processed, but didn't result in an opportunity or task | MAX for Sales found nothing to act on. | None needed, unless you expected a task. |
| This upload was processed, but didn't result in an opportunity or task | MAX for Sales found nothing to act on. | None needed, unless you expected a task. |
| Score calculation failed / Draft email generation failed / Deal Analysis generation failed | A temporary AI service problem. | Wait a few minutes, then use Regenerate or re-save the opportunity. If it keeps happening, contact support. |
| Agent pipeline execution failed unexpectedly (Critical) | The AI process stopped partway. | Contact support if it repeats. |
| CRM sync failed | A single record did not sync to your CRM. | Check the CRM connection in Settings, then re-save the record. |
| CRM Background Sync Failed (Critical) | MAX for Sales gave up on an account or contact after retrying. The description shows how many attempts it made. | Check the record in your CRM, then contact support. |
| CRM Background Sync Suspended (Critical) | The platform stopped answering, so the whole sync paused. MAX for Sales logs it once per outage. | Wait. Sync resumes when the platform recovers. |
| ... Sync to Platform Failed (opportunity, booking, attendance, packages, note, contact) | Your booking platform rejected the data or could not be reached. | Check the platform connection and credentials. Fix the data, then re-save. MAX for Sales does not retry most of these on its own. |
| Saved locally. Sync to the platform is not yet available for these account/contact fields (Elite) | MAX for Sales saves the edits to account and contact fields but does not send them to Elite. | Make the same edit in Elite. |
| Attendees matched more than one open opportunity | MAX for Sales could not tell which deal an Outlook meeting or email belongs to, so it attached it to none. | Attach it to the right opportunity manually. |
| Failed to send proposal | The proposal did not send. | Read the reason in the entry, fix it and send again. |
| Space plan apply failed | MAX for Sales could not apply the plan. It changed nothing and created no holds. | Review the plan and apply it again. |
| The request was not authorized. Please check the configured credentials. | A connection's sign-in has expired, or someone removed it. | Reconnect the integration in Settings. |
| The operation timed out / The service is busy / rate limiting / could not be reached | A temporary problem. | Wait and try again. |
| An unexpected error occurred | MAX for Sales does not have a specific message for this one. | Contact support with the time and opportunity name. |
📌 Note: MAX for Sales does not have a review queue for Classification flagged for review entries, so these entries stay in the log. Open the opportunity and check the item yourself.
📌 Note: Email Bounced and Email Delivery Problem are available for Elite only and are off by default. Momentus must turn them on for your organization, and they need Momentus release 63. If you are on Elite and never see them, ask your Momentus contact whether they are on.
Behavior that looks like a bug but is not
| What you see | What is happening | What to do |
|---|---|---|
| An opportunity's score does not change as the event gets closer | Scores do not refresh just because time passes. They update when someone edits the opportunity or an email arrives. | Edit the opportunity or check back after the next activity. Do not read a low urgency score on a quiet deal as proof it is not urgent. |
| A score has stopped moving | Scoring stops once the event date has passed, the opportunity is Not Qualified, or it has been inactive past your threshold. Nothing in the screen tells you. | Check those three conditions. |
| Deal analysis is out of date after a budget change | A budget change does not refresh the analysis straight away. The overnight refresh picks it up within 24 hours. | Select Regenerate to update it now. |
| No Pattern Alert on a deal | MAX for Sales has no cross-deal history to draw on, and it does not guess. | None needed. |
| At Risk badges appear too early or too late | The timing windows are the same for every venue and you cannot change them in settings. | Contact Momentus if the windows do not fit your sales cycle. |
| Tasks have reminders but nothing fires | MAX for Sales saves reminders but does not trigger them. MAX for Sales has no notifications. | Check the Tasks page regularly. |
| A file attached to a task is not in the opportunity's Documents tab | Task attachments do not always carry over. | Upload it to the opportunity directly. |
| A reply to an email sent from MAX for Sales is not in your inbox | MAX for Sales sends from your venue's system account, not your own address. MAX for Sales matches replies to the deal. | Look in Communications on the opportunity. |
| Bcc recipients did not get the email (Elite) | Elite has no Bcc, so MAX for Sales drops those recipients without any warning. | Use Cc, or send separately. |
| A meeting summary never arrives | Nobody turned on transcription for the call. You cannot add it afterwards. | Turn transcription on before the meeting starts. |
| Uploaded guidelines are cut short | Upload keeps only the first 10,000 characters (Email, Venue, Spaces) or 2,000 (Notes). MAX for Sales drops the rest, and only warns you if the file has more than 10,000 characters. | Upload a short, edited passage. |
| Imported records of one event type do not match | MAX for Sales leaves a reporting type with no legacy types out of matching. Imports still run. | Clear Needs Mapping before your first import. |
| MAX for Sales reads dates the wrong way round | The date format setting is the opposite of how your prospects write dates. | Match the Date format setting to your prospects. |
| A domain exclusion does not exclude an email | Exclusions match the exact domain only. example.com does not exclude mail.example.com. |
Add each subdomain as its own entry. |
| Distribute evenly gives reps less than expected | The rep list includes every user, not just reps. | Remove non-reps from the list before distributing. |
| Event-type goals do not show anywhere | They are a planning record. MAX for Sales does not report on them. | Track against your overall goal. |
| Disconnecting Outlook deleted your sync roles | Disconnect deletes every sync role and account you configured. Reconnecting does not bring them back. | Use Edit to fix a Tenant ID. Rebuild roles if you disconnected. |
| Space suggestions miss a good past event | The matcher only widens its search when a tier returns nothing at all. One weak match can block a better one. | Contact support if suggestions seem to be missing a past event. |
| A past event's attendance looks like a weak match | A range (for example 200–350) scores as its midpoint (275). | Record exact attendance where you can. |
| An opportunity with no budget scores differently | With no budget, MAX for Sales does not score Revenue and gives its weight to the other four factors. | Add a budget. |
| The calendar heat map misjudges combined rooms | Availability does not include composite spaces. | Check availability for combinable rooms directly. |
| All on the calendar filter includes Maintenance | The All filter was not meant to include it, and there is no combined Holds and Bookings view. A product decision is pending. | Use Holds, Bookings or Maintenance individually. |
Problems the log does not show
| What happened | Why it is not in the log | What to do |
|---|---|---|
| Fiscal year start month is wrong | You cannot change it after saving, and MAX for Sales does not log the change. | Contact support. |
| A setting changed and you do not know who changed it | MAX for Sales does not log settings changes, except time zone. Anyone can change the follow-up thresholds, not just admins. | Agree on who changes settings. |
| Someone read an email they were not on | Anyone who can open an opportunity can read every email on it. | Do not bring private threads into MAX for Sales. |
| A failure you expected is not listed | Logging is partial, and a failed log write never blocks your action. | Check the opportunity itself. Contact support if it is still unclear. |
Still stuck?
Contact Momentus Support with the time, the opportunity name and the title of the log entry. The wording in the entry is what support searches for.