System messages

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Introduction

System messages are native system events displayed to users in various situations. This document is a reference of the system messages generated in the LiveChat ecosystem. Apart from those listed in this document, there are also the ones sent by integrations. By default, applications can define their own system messages.

Read more about the system message event type.

Available system messages

The list of system messages sorted out alphabetically:

agent_added

ContentGenerated when
%initiator% added %agent% to the chatAgent was added to chat via the Add User to Chat request and is not the first Agent in that chat.

agent_joined

ContentGenerated when
%agent% joined the chatAgent added themselves to chat via the Add User to Chat request, and is not the first Agent in the chat.

agent_left

ContentGenerated when
%agent% left the chatAgent was removed from chat via the Add User to Chat request.

agent_removed

ContentGenerated when
%initiator% removed %agent% from the chatAgent was removed from chat via the Remove User from Chat request.

archived_customer_disconnected

ContentGenerated when
%customer% left the chatChat ended after Customer left the website.

chat_transferred

ContentGenerated when
%initiator% transferred the chat to %targets%Chat was transferred via the Transfer Chat request.

customer_added

ContentGenerated when
%initiator% added %customer% to the chatCustomer was added to chat via the Add User to Chat request.

customer_banned

ContentGenerated when
Chat archived because customer was banned by %agent% for %duration% day(s)Chat ended becaus Customer was banned via the Ban Customer request.

customer_removed

ContentGenerated when
%initiator% removed %customer% from the chatCustomer was removed from chat via the Remove User from Chat request.

manual_archived_agent

ContentGenerated when
%agent% archived the chatAgent closed chat via the Deactivate Chat request.

manual_archived_customer

ContentGenerated when
%customer% archived the chatCustomer closed chat via the Deactivate Chat request.

rating.chat_commented

ContentGenerated when
%customer% left the following comment: %comment%Chat was commented by Customer.

rating.chat_rated

ContentGenerated when
%customer% rated the chat as %score%Chat was rated by Customer.

rating.chat_rating_canceled

ContentGenerated when
%customer% canceled the chat ratingChat rating was cancelled by Customer.

routing.archived_deleted

ContentGenerated when
The chat was closed because %agent% account had been deletedChat was archived after Agent was removed from the license. No other Agent could be selected, and queues were disabled.

routing.archived_disconnected

ContentGenerated when
The chat was closed because %agent% had lost internet connectionChat was archived after Agent unexpectedly lost connection. No other Agent could be selected, and queues were disabled.

routing.archived_inactive

ContentGenerated when
Chat archived due to %duration% minutes of inactivityNo new messages were posted for an extended amount of time.

routing.archived_offline

ContentGenerated when
Chat archived due to no available agentsNo Agent could be selected after chat was placed in the queue.

routing.archived_other

ContentGenerated when
The chat was closedChat was archived after Agent was removed from chat for other reasons. No other Agent could be selected, and queues were disabled.

routing.archived_remotely_signed_out

ContentGenerated when
The chat was closed because %agent% had been remotely signed outChat was archived after an Agent was logged out. No other Agent could be selected and queues were disabled.

routing.archived_signed_out

ContentGenerated when
The chat was closed because %agent% had signed outChat was archived after Agent logged out. No other Agent could be selected, and queues were disabled.

routing.assigned_deleted

ContentGenerated when
Chat assigned to %agent_added% because %agent_removed% account had been deletedChat was assigned to a new Agent after the previous one was removed from the license.

routing.assigned_disconnected

ContentGenerated when
Chat assigned to %agent_added% because %agent_removed% had lost internet connectionChat was assigned to a new Agent after the previous one unexpectedly lost connection.

routing.assigned_inactive

ContentGenerated when
Chat assigned to %agent_added% because %agent_removed% hasn't replied in %duration% minutesChat was assigned to a new Agent after the previous one failed to response in a timely manner.

routing.assigned_other

ContentGenerated when
The chat was closedChat was archived after Agent was removed from chat for other reasons. No other Agent could be selected, and queues were disabled.

routing.assigned_remotely_signed_out

ContentGenerated when
Chat assigned to %agent_added% because %agent_removed% had been remotely signed outChat was assigned to a new Agent after the previous one was logged out.

routing.assigned_signed_out

ContentGenerated when
Chat assigned to %agent_added% because %agent_removed% had signed outChat was assigned to a new Agent after the previous one logged out.

routing.idle

ContentGenerated when
Chat is idle due to %duration% minutes of inactivityNo new messages were posted for an extended amount of time.

routing.unassigned_deleted

ContentGenerated when
Customer was queued because %agent% account has been deletedChat was queued after Agent was removed from the license.

routing.unassigned_disconnected

ContentGenerated when
Customer was queued because %agent% had lost internet connectionChat was queued after Agent unexpectedly lost connection.

routing.unassigned_other

ContentGenerated when
Chat is unassignedChat was queued after Agent was removed from chat for other reasons.

routing.unassigned_remotely_signed_out

ContentGenerated when
Customer was queued because %agent% had been remotely signed outChat was queued after Agent was logged out.

routing.unassigned_signed_out

ContentGenerated when
Customer was queued because %agent% had signed outChat was queued after Agent logged out.

system_archived

ContentGenerated when
Chat archivedLicense was moved to another lc_serv instance while there were still active chats.

transcript_requested

ContentGenerated when
%customer% requested the chat transcript to be sent to %email%Customer enables transcript.

transcript_sent

ContentGenerated when
%customer% sent the chat transcript to %email%Chat ended with the chat transcript enabled by Customer.

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