Event Logs
Understand Live Chat event log messages for assignments, closures, and unassignments.
Use Live Chat event logs to identify who assigned, unassigned, or closed a conversation and which team was involved.
Live Chat automatically records key conversation events. Each event message shows the action taken, the agent who performed it, and the team or agent affected when applicable.
Event placeholders
Use these placeholders to interpret the event message formats below.
| Placeholder | Meaning |
|---|---|
<agent> | The agent assigned to, unassigned from, or closing the conversation. |
<assigner> | The agent who assigned or unassigned the conversation. |
<team_name> | The team assigned to the conversation or associated with the assigned agent. |
<agent_team_name> | The team associated with the agent being unassigned. |
<assigner_team_name> | The team associated with the agent performing the assignment or unassignment. |
Assignment events
Assignment events are generated when a conversation is assigned automatically by the system or manually by an agent.
Automatic assignment events
| Event message | Meaning |
|---|---|
Assigned to team <team_name> | The conversation was automatically routed to a team. |
Assigned to <agent> from team <team_name> | The conversation was automatically assigned to an agent within a team based on load balancing. |
Assigned to <agent> | The conversation was automatically assigned to an agent who is not part of a team. |
Manual assignment events
| Event message | Meaning |
|---|---|
Assigned to team <team_name> by <agent> | An agent without a team manually assigned the conversation to a team. |
Assigned to team <team_name> by <agent> from team <assigner_team_name> | An agent who is part of a team manually assigned the conversation to another team. |
Assigned to <agent> from team <team_name> by <assigner> | An agent without a team manually assigned the conversation to an agent who is part of a team. |
Assigned to <agent> from team <team_name> by <assigner> from team <assigner_team_name> | An agent who is part of a team manually assigned the conversation to an agent who is part of a team. |
Assigned to <agent> by <assigner> | An agent without a team manually assigned the conversation to another agent without a team. |
Assigned to <agent> by <assigner> from team <assigner_team_name> | An agent who is part of a team manually assigned the conversation to an agent without a team. |
Closing events
Closing events are generated when an agent closes a conversation.
| Event message | Meaning |
|---|---|
Closed by <agent> | An agent without a team closed the conversation. |
Closed by <agent> from <team_name> | An agent who is part of a team closed the conversation. |
Unassigning events
Unassigning events are generated when a conversation is removed from a team or agent.
| Event message | Meaning |
|---|---|
Unassigned from <agent> by <assigner> | An agent unassigned the conversation from another agent. Neither agent is part of a team. |
Unassigned from <agent> from team <agent_team_name> by <assigner> | An agent without a team unassigned the conversation from an agent who is part of a team. |
Unassigned from <agent> from team <agent_team_name> by <assigner> from team <assigner_team_name> | An agent who is part of a team unassigned the conversation from another agent who is part of a team. |
Unassigned from team <team_name> by <agent> | An agent without a team unassigned the conversation from a team. |
Unassigned from team <team_name> by <agent> from team <agent_team_name> | An agent who is part of a team unassigned the conversation from a team. |