Message group types

When setting up various rules in LiveAgent, you will notice a rule condition called "message group type." This condition allows you to specify what types of messages the rule should be triggering. Here is a description of all available message types.
  • Chat - a regular chat. It doesn't matter how it started(chat button, proactive invitation, manual invitation, etc.)
  • Delete - system message when a ticket was deleted by an agent or admin
  • Internal - when an internal note is added to a ticket
  • Internal (Collapsed) - an internal note that is collapsed. (by default, long notes are automatically collapsed in a ticket to save space)
  • Offline Internal - it's an agent's reply to a ticket notification that LiveAgent sent to an agent, and at the same time, the setting "" in Configuration->Email->Email settings is set to "do not send the reply to ticket recipients." In this case, the agent's reply is added to the ticket as an "offline internal" message type. This type of message is visible in LiveAgent, but it is not sent out to the ticket recipients.
  • Offline - message sent to LiveAgent by the contact/customer via contact forms or via LiveAgent customer portal
  • Incoming email - message sent to LiveAgent by the contact/customer via email
  • Outgoing email - message sent out from LiveAgent via email. It can be an agent's reply to a ticket or a brand new outgoing email sent out by an agent.
  • Resolve - system message that is added to the ticket when a ticket  is resolved
  • Spam - system message that is added to the ticket when a ticket is marked as spam
  • Startinfo - the first system message added to chats that contain info like URL from which was the chat started, visitors operating system, visitors preferred language, visitors IP, etc...
  • Transfer - system message that is added to the ticket when a ticket is transferred
  • Forward - when an agent uses the Forward function in a ticket. This type of message is sent to an external email, and it is not visible to the customer.
  • Reply to Forwarded - message received as a reply to the forwarded message. This message is not visible to the customer.
  • Split - system message that is added to the ticket when a split function is used in a ticket
  • Postpone - system message that is added to the ticket when a ticket is postponed
  • Facebook - message fetched via Facebook integration. Either a private message sent to your Facebook page, wall post, or a comment added to a post on your Facebook page.
  • Knowledgebase Start - first message in a forum topic or a suggestion topic
  • Knowledgebase - subsequent messages/posts in a forum topic or suggestion topic
  • Phone - when an incoming call is created in a ticket
  • Phone outgoing - when an outgoing call is created in a ticket by an agent
  • Phone Internal - when an internal call is made(agent calling another agent within LiveAgent)
  • Tag - system message that is added to the ticket when a tag is added to the ticket
  • Twitter - when a message is created by the Twitter integration
  • Retweet - when a Twitter message is retweeted from LiveAgent

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