Track chat events
Over and above the words that are exchanged during the course of an engagement with an end-user, several other events can take place that might be useful to keep track of to reference or troubleshoot in the future.
Additional visual indicators in the form of light grey boxes with text provide agents and supervisors with information about these various events and will also form part of the chat’s history.
A detailed list of these visual indicators and how they are triggered is shown below.

Chat events

Event: Chat handed over from automated workflow to live agent
Visual indicator displayed: User has requested to chat with an agent [[timestamp]]
Event: Chat assigned to an agent
Visual indicator displayed: This chat has been assigned to [[AgentName]] [[Timestamp]]
Event: Chat inactivity timeout is reached either due to inactivity by the user or agent*
Visual indicator displayed: Chat inactivity timeout reached
*Note:
  • If the chat times out due to agent inactivity, it will be re-assigned to another available agent. The “chat assigned to an agent” event is displayed containing the name of the newly assigned agent.
  • If the chat times out due to user inactivity, the chat is automatically closed by the system based on the user inactivity timeout settings configured on your Chat Desk account (Settings -> Preferences -> Timers & Timeouts).
Event: Chat ended by an end-user by responding with the //end command
Visual indicator displayed: The user has ended the chat
Event: Chat closed by an agent
Visual indicator displayed: Chat closed by [[AgentName]] [[timestamp]]
Event: User opts out of the service by responding with the //stop command
Visual indicator displayed: Oh no! The user has opted out of the service, you can no longer engage with this user.
Event: An agent flags a chat
Visual indicator displayed: This chat has been flagged by [[AgentName]] [[Timestamp]]
Event: An agent un-flags a chat
Visual indicator displayed: This chat has been un-flagged by [[AgentName]] [[Timestamp]]
Event: An agent successfully transfers a chat to another agent
Visual indicator displayed: This chat has been transferred by [[InitiatingAgentName]] to [[ReceivingAgentName]] [[timestamp]]
Event: An agent rejects a transfer
Visual Indicator displayed: [[AgentName]] has rejected the chat transfer invitation
Event: A supervisor assigns a chat to an agent
Visual Indicator displayed: This chat has been assigned to [[AgentName]] by [[SupervisorName]] [[timestamp]]
Event: A ticket is successfully transferred from one agent to another
Visual indicator displayed: This ticket has been transferred by [[InitiatingAgentName]] to [[ReceivingAgentName]] [[timestamp]]
Copy link