Trigger

Message Received:

When there is inbound message received.

Message Sent:

When there is outbound message sent.

Profile Update:

When customers click "Send Profile Setup" link and submit.

Ticket Routing Failed:

When there is not a matched agent to be assigned in routing workflow.

For example: Routing Criteria: Chat Ticket is tagged: Technical Support | Features Suggestion | Enterprise Online Status of Agents to be assigned: Online When routing workflow is executed and there is not any agents which are online and have the skill tags of all Technical Support | Features Suggestion | Enterprise.

Chat Expired:

Within a timeframe and given that Chat ticket remains Open, no response from customer (No inbound message received) since last outbound message sent by agents or workflow system.

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