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Default properties

Introduction

This document is a reference listing all the existing default properties. You can make use of them in your applications, by extracting important info about customer behavior, chats, threads, and events.

By default, they're created for each new LiveChat license. With the right access, you can change the values of the property instances. You cannot add or remove properties in a namespace. Neither can you change the access of a given property or rename a namespace.

If you need to brush up on properties, read more.

Reference

NamespaceProperties
chatsqueue.routing_priority agent_timeout_inactivity_form_min manual_routing.override queue.reopen_threshold.override queue.enabled.override chat_inactive_after_min archive_chat_after_min archive_offline_chat_after_min customer_timeout_after_min transfer_chat_after_min manual_routing max_agent_active_chats queue.enabled queue.reopen_threshold prefer_recent_agent queue.limit formatting
coretranscript_emails
lc2file_safety_confirmation form_type greeting_id greeting_unique_id welcome_author_id welcome_message welcome_text
limitsaccess_rules.additional access_rules.base access_rules.hard agents.additional agents.base agents.hard archives_retention.additional archives_retention.base archives_retention.hard banned.additional banned.base banned.hard concurrent_chats.additional concurrent_chats.base concurrent_chats.hard customers_retention.additional customers_retention.base customers_retention.hard groups.additional groups.base groups.hard groups_per_agent.additional groups_per_agent.base groups_per_agent.hard group_chooser_groups.additional group_chooser_groups.base group_chooser_groups.hard monitored_customers.additional monitored_customers.base monitored_customers.hard queue.additional queue.base queue.hard queue_continuous.additional queue_continuous.base queue_continuous.hard tags.additional tags.base tags.hard
monitoringip_mask whitelist_enabled
ratingcomment score
routingcontinuous email_follow_up idle last_transfer_timestamp pinned was_pinned ignore_agents_routing ignore_bots unassigned unreplied referrer start_url transcript_email offline_message
smart_actionsgreeting.hide_when_offline greeting.enabled greeting.max_invites
sourceclient_id customer_client_id
statisticsfirst_chat_date website_last_activity
statusdelivered
testbool_property int_property string_property tokenized_string_property
translationsource_lang_code target_lang_code target_message
url_detailsdescription image_height image_width image_url title url

chats

queue.routing_priority

Specifies the group's routing priority. Effective when there are queued chats.

Accessrw for Agents in group
Data typeint

agent_timeout_inactivity_form_min

Specifies the time in minutes after which the Agent inactivity form will be displayed if the Agent is inactive. -1 means that the timeout is disabled.

Accessrw for Agents in group
Data typeint

manual_routing.override

Overrides the manual_routing license property. -1 means that the property is not overridden. 0 means that the manual routing is disabled. 1 means that the manual routing is enabled.

Accessrw for Agents in group
Data typeint

queue.reopen_threshold.override

Overrides the queue.reopen_threshold license property. -1 means that the property is not overridden.

Accessrw for Agents in group
Data typeint

queue.enabled.override

Overrides the queue.enabled license property. -1 means that the property is not overridden. 0 means that the queue is disabled. 1 means that the queue is enabled.

Accessrw for Agents in group
Data typeint

chat_inactive_after_min

Specifies the time in minutes after which a chat is considered inactive.

Accessrw for Agents in license
Data typeint

archive_chat_after_min

Specifies the time in minutes after the last message, after which a chat is archived.

Accessrw for Agents in license
Data typeint

archive_offline_chat_after_min

Specifies the time in minutes after the last message, after which a continuous chat is archived.

Accessrw for Agents in license
Data typeint

customer_timeout_after_min

Specifies the time in minutes after which a Customer is considered inactive.

Accessrw for Agents in license
Data typeint

transfer_chat_after_min

Specifies the time in minutes after which a chat is transferred to another Agent if the previous one didn't show any activity in the chat. 0 means that the chat is not transferred.

Accessrw for Agents in license
Data typeint

manual_routing

Specifies if manual routing is enabled. This setting can be overridden per group by the manual_routing.override property.

Accessrw for Agents in license
Data typebool

max_agent_active_chats

Specifies the maximum number of chats that an Agent can have at the same time.

Accessrw for Agents in license
Data typeint

queue.enabled

Specifies if queue is enabled. This setting can be overridden per group by the queue.enabled.override property.

Accessrw for Agents in license
Data typebool

queue.reopen_threshold

Specifies a threshold of queued chats after which the queue is reopened. It cannot exceed the queue.limit. This setting can be overridden per group by the queue.reopen_threshold.override property.

Accessrw for Agents in license
Data typeint

prefer_recent_agent

Specifies if the Agent who chatted last with the Customer should be preferred when routing a new chat.

Accessrw for Agents in license
Data typebool

queue.limit

Specifies the maximum number of concurrent queued chats on the license.

Accessr for Agents in license
Data typeint

formatting

Specifies the formatting of the message.

Accessrw for Agents and Customers in events
Data typestring
Valuescommonmark
Properties in the chats namespace
Copied!
{
  "properties": {
    "chats": {
      "queue.routing_priority": 1,
      "agent_timeout_inactivity_form_min": -1,
      "manual_routing.override": -1,
      "queue.reopen_threshold.override": 80,
      "queue.enabled.override": 1,
      "chat_inactive_after_min": 10,
      "archive_chat_after_min": 15,
      "archive_offline_chat_after_min": 10,
      "customer_timeout_after_min": 900,
      "transfer_chat_after_min": 0,
      "manual_routing": true,
      "max_agent_active_chats": 6,
      "queue.reopen_threshold": 90,
      "prefer_recent_agent": true,
      "queue.limit": 100,
      "formatting": "commonmark"
    }
  }
}

core

transcript_emails

Comma-separated list of emails to which chat transcripts should be sent.

Accessrw for Agents in license
Data typestring
Properties in the core namespace
Copied!
{
  "properties": {
    "core": {
      "transcript_emails": "smith@agent.com,brown@agent.com"
    }
  }
}

lc2

file_safety_confirmation

Describes if a user confirmed the safety of the received file.

Accessrw for Agents in events
Data typebool

form_type

Specifies the form type (prechat, postchat or ticket). More on forms...

Access
  • for Agents, r in events
  • for Customers, rw in events
Data typestring
Valuesprechat postchat

greeting_id

Specifies the ID of the greeting configured within a license. More on greetings...

Access
  • for Agents, r in threads and events
  • for Customers, rw in threads and r in events
Data typeint

greeting_unique_id

Specifies the ID of a particular greeting instance sent to the Customer. More on greetings...

Access
  • for Agents, r in threads and events
  • for Customers, rw in threads and r in events
Data typestring

welcome_author_id

Specifies the ID of the welcome message author.

Accessrw for Customers in chats and threads
Data typestring

welcome_message

Specifies that a given event is a welcome message.

Accessr for Agents and Customers in events
Data typebool

welcome_text

Contains the welcome message text. Appears only if "welcome_message": true.

Accessrw for Customers in chats and threads
Data typestring
Properties in the lc2 namespace
Copied!
{
  "properties": {
      "lc2": {
          "file_safety_confirmation": true,
          "form_type": "prechat",
          "greeting_id": 2,
          "greeting_unique_id": "Q10X0W041P",
          "welcome_author_id": "bbb67d600796e9f277e360e842418833",
          "welcome_message": true,
          "welcome_text": "Welcome! How can I help you today?"
      }
  }
}

limits

access_rules.additional

Specifies the additional limit of access rules on the license.

Accessr for Agents in license
Data typeint

access_rules.base

Specifies the base limit of access rules on the license.

Accessr for Agents in license
Data typeint

access_rules.hard

Specifies the hard limit of access rules on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

agents.additional

Specifies the additional limit of Agents on the license.

Accessr for Agents in license
Data typeint

agents.base

Specifies the base limit of Agents on the license.

Accessr for Agents in license
Data typeint

agents.hard

Specifies the hard limit of Agents on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

archives_retention.additional

Specifies the additional limit of archives retention in months on the license. -1 means unlimited.

Accessr for Agents in license
Data typeint

archives_retention.base

Specifies the base limit of archives retention in months on the license. -1 means unlimited.

Accessr for Agents in license
Data typeint

archives_retention.hard

Specifies the hard limit of archives retention in months on the license. The sum of additional and base limits cannot extend this value. -1 means unlimited.

Accessr for Agents in license
Data typeint

banned.additional

Specifies the additional limit of banned Customers on the license.

Accessr for Agents in license
Data typeint

banned.base

Specifies the base limit of banned Customers on the license.

Accessr for Agents in license
Data typeint

banned.hard

Specifies the hard limit of banned Customers on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

concurrent_chats.additional

This limit is currently unused.

Accessr for Agents in license
Data typeint

concurrent_chats.base

This limit is currently unused.

Accessr for Agents in license
Data typeint

concurrent_chats.hard

This limit is currently unused.

Accessr for Agents in license
Data typeint

customers_retention.additional

Specifies the additional limit of stored Customers retention in months on the license. -1 means unlimited.

Accessr for Agents in license
Data typeint

customers_retention.base

Specifies the base limit of stored Customers retention in months on the license. -1 means unlimited.

Accessr for Agents in license
Data typeint

customers_retention.hard

Specifies the hard limit of stored Customers retention in months on the license. The sum of additional and base limits cannot extend this value. -1 means unlimited.

Accessr for Agents in license
Data typeint

groups.additional

Specifies the additional limit of groups on the license.

Accessr for Agents in license
Data typeint

groups.base

Specifies the base limit of groups on the license.

Accessr for Agents in license
Data typeint

groups.hard

Specifies the hard limit of groups on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

groups_per_agent.additional

Specifies the additional limit of groups per Agent on the license.

Accessr for Agents in license
Data typeint

groups_per_agent.base

Specifies the base limit of groups per Agent on the license.

Accessr for Agents in license
Data typeint

groups_per_agent.hard

Specifies the hard limit of groups per Agent on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

group_chooser_groups.additional

Specifies the additional limit of groups in Group Chooser on the license.

Accessr for Agents in license
Data typeint

group_chooser_groups.base

Specifies the base limit of groups in Group Chooser on the license.

Accessr for Agents in license
Data typeint

group_chooser_groups.hard

Specifies the hard limit of groups in Group Chooser on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

monitored_customers.additional

Specifies the additional limit of online monitored Customers on the license.

Accessr for Agents in license
Data typeint

monitored_customers.base

Specifies the base limit of online monitored Customers on the license.

Accessr for Agents in license
Data typeint

monitored_customers.hard

Specifies the hard limit of online monitored Customers on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

queue.additional

Specifies the additional limit of queued chats on the license.

Accessr for Agents in license
Data typeint

queue.base

Specifies the base limit of queued chats on the license.

Accessr for Agents in license
Data typeint

queue.hard

Specifies the hard limit of queued chats on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

queue_continuous.additional

Specifies the additional limit of queued continuous chats on the license.

Accessr for Agents in license
Data typeint

queue_continuous.base

Specifies the base limit of queued continuous chats on the license.

Accessr for Agents in license
Data typeint

queue_continuous.hard

Specifies the hard limit of queued continuous chats on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint

tags.additional

Specifies the additional limit of tags on the license.

Accessr for Agents in license
Data typeint

tags.base

Specifies the base limit of tags on the license.

Accessr for Agents in license
Data typeint

tags.hard

Specifies the hard limit of tags on the license. The sum of additional and base limits cannot extend this value.

Accessr for Agents in license
Data typeint
Properties in the limits namespace
Copied!
{
  "properties": {
    "limits": {
      "access_rules.additional": 0,
      "access_rules.base": 200,
      "access_rules.hard": 500,
      "agents.additional": 0,
      "agents.base": 400,
      "agents.hard": 400,
      "archives_retention.additional": 0,
      "archives_retention.base": -1,
      "archives_retention.hard": -1,
      "banned.additional": 0,
      "banned.base": 100,
      "banned.hard": 400,
      "concurrent_chats.additional": 0,
      "concurrent_chats.base": 100,
      "concurrent_chats.hard": 300,
      "customers_retention.additional": 0,
      "customers_retention.base": 2,
      "customers_retention.hard": -1,
      "groups.additional": 0,
      "groups.base": 1,
      "groups.hard": 400,
      "groups_per_agent.additional": 0,
      "groups_per_agent.base": 100,
      "groups_per_agent.hard": 40,
      "group_chooser_groups.additional": 0,
      "group_chooser_groups.base": 10,
      "group_chooser_groups.hard": 25,
      "monitored_customers.additional": 0,
      "monitored_customers.base": 100,
      "monitored_customers.hard": 2000,
      "queue.additional": 0,
      "queue.base": 100,
      "queue.hard": 200,
      "queue_continuous.additional": 0,
      "queue_continuous.base": 150,
      "queue_continuous.hard": 150,
      "tags.additional": 0,
      "tags.base": 1000,
      "tags.hard": 2000
    }
  }
}

monitoring

ip_mask

Specifies IP mask that's used instead of a real Customer's IP.

Accessrw for Agents in license
Data typestring

whitelist_enabled

Specifies if server-side domain whitelist is enabled.

Accessr for Agents in license
Data typebool
Properties in the monitoring namespace
Copied!
{
  "properties": {
    "monitoring": {
      "ip_mask": "10.0.0.1",
      "whitelist_enabled": false
    }
  }
}

rating

The properties describing chat rating.

comment

Contains the text message rating left by the Customer.

Access
  • for Agents, r in chats, threads, and events
  • for Customers, rw in chats, threads, and events
Data typestring

score

Describes chat rating: 0 - thumbs down, 1 - thumbs up.

Access
  • r for Agents in chats, threads, and events
  • rw for Customers in chats, threads, and events
Data typeint
Values0 1
Properties in the rating namespace
Copied!
{
  "properties": {
      "rating": {
          "comment": "Action completed",
          "score": 0
      }
  }
}

routing

continuous

Specifies if a chat is continuous. It can be set when starting a chat with the continuous parameter or via an integration that supports continuous chats. More on the LiveChat Messaging Mode feature...

Accessr for Agents and Customers in chats and threads
Data typebool

email_follow_up

Specifies if there should be an email follow-up of the message left by the Customer. For example, when a Customer left a message because they were no online Agents. The email will be sent if the Messaging Mode is enabled for a license.

Access
  • for Agents, r in chats
  • for Customers, rw in chats
Data typebool

idle

Specifies if a chat is idle or active.

Accessr for Agents in threads
Data typebool

last_transfer_timestamp

Specifies the time and date of the most recent transfer of a chat.

Accessr for Agents in threads
Data typeint

offline_message

Specifies if a thread was initially created as an offline message.

Access
  • for Agents, r in threads
  • for Customers, rw in threads
Data typebool

pinned

Indicates the chat status.

true:

  • for each active, unassigned chat;

false:

  • when a chat is closed by an Agent;
  • when the chat that's being closed by a Customer is in a state diffrent than unassigned;
Accessr for Agents in threads and rw in chats
Data typebool

was_pinned

Specifies if the chat was previously pinned.

Accessr for Agents in chats
Data typebool

ignore_agents_routing

Specifies if automatic routing should be disabled for a given chat.

Accessrw for Agents and Customers in chats
Data typebool

ignore_bots

Specifies if the chat should not be routed to Bots during automatic routing.

Accessw for Customers in threads
Data typebool

unassigned

Specifies if there is no Agent or Bot assigned to the chat.

Accessr for Agents in threads and chats
Data typebool

unreplied

Specifies if no Agent or Bot responded to a given chat.

Accessr for Agents in threads
Data typebool

referrer

Contains the info about the web address visited by a Customer prior to starting a chat.

Accessr for Agents in threads
Data typestring

start_url

Specifies on what page a Customer started a chat.

Accessr for Agents and Customers in threads
Data typestring

transcript_email

Specifies if a Customer requested a chat transcript.

Access
  • for Agents, r in threads
  • for Customers, rw in threads
Data typestring
Properties in the routing namespace
Copied!
{
  "properties": {
      "routing": {
          "continuous": true,
          "email_follow_up": false,
          "idle": false,
          "last_transfer_timestamp": 83765782567,
          "pinned": false,
          "was_pinned": true,
          "ignore_agents_routing": true,
          "ignore_bots": false,
          "unassigned": false,
          "unreplied": false,
          "referrer": "https://livechatinc.com/features",
          "start_url": "https://livechatinc.com",
          "transcript_email": "t.anderson@example.com",
          "offline_message": true
      }
  }
}

smart_actions

greeting.hide_when_offline

Specifies if the greetings should be hidden when the license is offline.

Access
  • for Agents, rw in group
  • for Customers, r in group
Data typebool

greeting.enabled

Specifies if the greetings are enabled.

Accessfor Agents, rw in license
Data typebool

greeting.max_invites

Specifies maximum number of greetings shown to a Customer.

Accessfor Agents, r in license
Data typeint
Properties in the smart_actions namespace
Copied!
{
  "properties": {
    "smart_actions": {
      "greeting.hide_when_offline": false,
      "greeting.enabled": true,
      "greeting.max_invites": 5
    }
  }
}

source

client_id

Specifies the client_id of the application an Agent is chatting from. The client_id and customer_client_id properties might have different values when it's the Agent who started the chat.

Accessr for Agents and Customers in chats, threads, and events
Data typestring

customer_client_id

Specifies the client_id of the application the Customer is using to chat. The client_id and customer_client_id properties have the same values when the chat was started by the Customer.

Accessr for Agents and Customers in chats and threads
Data typestring
Properties in the source namespace
Copied!
{
  "properties": {
      "source": {
          "client_id": "0805e283233042b37f460ed8fbf22160",
          "customer_client_id": "0805e283233042b37f460ed8fbf22160"
      }
  }
}

url_details

These properties are used to store URL info in events.

description

Accessrw for Agents and Customers in events
Data typestring

image_height

Accessrw for Agents and Customers in events
Data typeint

image_width

Accessrw for Agents and Customers in events
Data typeint

image_url

Accessrw for Agents and Customers in events
Data typestring

title

Accessrw for Agents and Customers in events
Data typestring

url

Accessrw for Agents and Customers in events
Data typestring
Properties in the url_details namespace
Copied!
{
  "properties": {
      "url_details": {
          "description": "The flow between services",
          "image_height": 480,
          "image_width": 640,
          "image_url": "https://example.com/image25.png",
          "title": "The flow",
          "url": "https://example-url.com/",
      }
  }
}

statistics

first_chat_date

Specifies the date of the first chat on the license.

Accessr for Agents in license
Data typestring

website_last_activity

Specifies the date of the last recorded activity of the chat widget.

Accessr for Agents in license
Data typestring
Properties in the statistics namespace
Copied!
{
  "properties": {
    "statistics": {
      "first_chat_date": "2020-01-01",
      "website_last_activity": "2021-02-02"
    }
  }
}

status

delivered

This property is used to mark events transported from LiveChat to an integration and vice versa.

Accessrw for Agents and Customers in events
Data typebool
Properties in the status namespace
Copied!
{
  "properties": {
      "status": {
          "delivered": true
  }
}

test

Use these properties to test things out and learn how properties work. More on test properties...

bool_property

Accessrw for all roles in all locations
Data typebool

int_property

Accessrw for all roles in all locations
Data typeint

string_property

Accessrw for all roles in all locations
Data typestring

tokenized_string_property

Accessrw for all roles in all locations
Data typetokenized string
Properties in the test namespace
Copied!
{
  "properties": {
      "test": {
          "bool_property": true,
          "int_property": 1234,
          "string_property": "Lorem ipsum dolor olet",
          "tokenized_string_property": "Lorem ipsum dolor olet"
    }
  }

translation

These properties are used for storing translated text in message events.

source_lang_code

Specifies the source language code.

Access
  • for Agents, rw in events
  • for Customers, r in events
Data typestring

target_lang_code

Specifies the target language code.

Access
  • for Agents, rw in events
  • for Customers, r in events
Data typestring

target_message

Contains message text in the target language.

Access
  • for Agents, rw in events
  • for Customers, r in events
Data typetokenized string
Properties in the translation namespace
Copied!
{
  "properties": {
      "translation": {
        "source_lang_code": "en",
        "target_lang_code": "pl",
        "target_message": "Witaj Świecie!"
    }
  }

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