The Live Chat platform automatically logs key events that occur during the handling of conversations. These event messages provide a clear, traceable record of assignments, unassignments, and closures, helping teams understand how conversations are managed.

Each message reflects who performed the action and, when applicable, which team or agent was involved. This ensures full visibility and accountability across your support team.

These events are generated when a conversation is assigned—either automatically by the system or manually by an agent.

Assignment Events

These events are generated when a conversation is assigned—either automatically by the system or manually by an agent.

Automatic Assignments

• 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 a specific agent within a team, based on load balancing.
• Assigned to <agent>→ The conversation was automatically assigned to an agent, but no team was involved. The agent operates independently.

Manual Assignments by Agents

• 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 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> → A team-affiliated agent assigned the conversation to another team-affiliated agent.
• Assigned to <agent> by <assigner> → Both the assigning agent and receiving agent are not part of any team.
• Assigned to <agent> by <assigner> from team <assigner_team_name> → An agent from a team assigned the conversation to an agent without a team.

Closing Events

These events are triggered when a conversation is closed by an agent.

Closed by <agent> → The conversation was closed by an agent with no team affiliation.

Closed by <agent> from <team_name> → The conversation was closed by an agent who is part of a team.

Unassigning Events

These events occur when a conversation is unassigned from a team or agent.

• Unassigned from <agent> by <assigner> → A conversation was unassigned from an agent by another agent (no teams involved).
• Unassigned from <agent> from team <agent_team_name> by <assigner> → An agent removed a conversation from another agent who is part of a team.
• Unassigned from <agent> from team <agent_team_name> by <assigner> from team <assigner_team_name> → A team-affiliated agent unassigned the conversation from another team-affiliated agent.
• Unassigned from team <team_name> by <agent> → A non-affiliated agent unassigned the conversation from a team.
• Unassigned from team <team_name> by <agent> from team <agent_team_name> → A team-affiliated agent unassigned the conversation from a team.