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Chat Transcript Events
Live chat transcript events automatically track events that occur between your agents and customers during chats.
Required Editions
| View supported editions. |
Important
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
You can edit live chat transcripts to track events that occur between your agents and customers during live chats. You can add the following events to a live chat transcript:
| Event | Description |
|---|---|
| Chat Requested | Visitor requested a chat |
| Queued | Chat request was placed in queue |
| Routed (Push) | Chat request was routed to agent |
| Routed (Choice) | Chat request was routed to all available, qualified agents |
| Accepted | Chat request was accepted by agent |
| Critical Wait Alert Time Reached | Agent failed to respond to the customer’s message before reaching the critical wait alert time |
| Critical Wait Alert Cleared | Agent responded to the customer’s message after the critical wait alert was received |
| Transfer Requested | Agent requested chat transfer |
| Transfer Accepted | Chat transfer was accepted by agent |
| Transfer Request Canceled | Chat transfer request was canceled by the agent who sent the request |
| Transfer Request Declined | Chat transfer request was declined by the agent who received the request |
| Transferred to Button | Chat was transferred to a button |
| Transfer to Button Failed | Chat transfer to button was unsuccessful |
| Chat Conference Requested | Agent sent a request to start a conference |
| Chat Conference Canceled | Conference request was canceled |
| Chat Conference Declined | Conference request was declined by an agent |
| Agent Joined Conference | An agent joined the conference |
| Agent Left Conference | An agent left the conference |
| File Transfer Requested | A file transfer was requested |
| File Transfer Canceled by Agent | File transfer was canceled by an agent |
| File Transfer Canceled by Visitor | File transfer was canceled by the visitor |
| File Transfer Succeeded | File transfer was successful |
| File Transfer Failed | File transfer failed |
| Canceled (Blocked) | An attempted chat was blocked via an IP blocking rule |
| Blocked by Agent | An agent blocked an active chat (creating an IP blocking rule) |
| Declined (Manual) | Chat request was declined by agent |
| Declined (Time-Out) | Chat request timed out while assigned to agent |
| Canceled (No Agent) | Chat request was canceled because no qualified agents were available |
| Canceled (No Queue) | Chat request was canceled because there was no room in queue |
| Canceled by Visitor | Visitor clicked Cancel Chat |
| Agent Left | Agent left chat |
| Visitor Left | Visitor left chat |
| Ended by Agent | Agent clicked End Chat |
| Ended by Visitor | Visitor clicked End Chat |
| Connection Timeout | Visitor connection timed out |
| Connection Warning | Warning that visitor hasn’t been connected for some time and the connection times out soon |
| Other | Another event occurred |
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