Exposed Live Chat Events Reference

Updated

15 hours ago

Live Chat exposes certain events that help you analyze customer interactions and agent activity. Each event corresponds to a specific action, such as starting a new conversation, opening or closing the chat window, clicking buttons, or engaging with surveys and calls.

Supported Events

Conversation

Event Name	Description
NEW_CONVERSATION_STARTED	Customer clicked on new conversation button
NEW_CONVERSATION_CREATED	New conversation created
NEW_CONVERSATION_STARTED	New conversation started
CONVERSATION_WINDOW_OPENED	Customer clicked on chat trigger icon
CONVERSATION_WINDOW_CLOSED	Customer clicked on minimized chat window
EXISTING_CONVERSATION_OPENED	Customer opened existing conversation
CONVERSATION_CLOSED	Customer closed the conversation
CONVERSATION_DELETED	Customer deleted the conversation
CONVERSATION_EXPORTED	Customer saved the conversation
CONVERSATION_BACK_PRESSED	Customer clicked back from a conversation
CONVERSATION_LIST_BACK_PRESSED	Customer clicked back from list of conversations
SESSION_ACTIVE	Session Active

Interactions

Event Name	Description
BUTTON_CLICKED	This will do reporting on types of button clicked
OPEN_URL_BACK_PRESSED	Open URL back pressed
ATTACHMENT_BUTTON_CLICKED	Attachment button clicked
SEND_BUTTON_CLICKED	Send button clicked
LINK_CLICKED	Link clicked
LOCATION_SHARING_CLICKED	Location sharing clicked
SPRINKLR_ENTITIES_BACK_PRESSED	Sprinklr Entities back pressed
FORM_ERROR	Form error
INFO_CARD_OPENED	Info card opened
INFO_CARD_CLOSED	Info card closed
PAGE_OPENED	Page opened
WIDGET_MAXIMIZED	Widget maximized
WIDGET_MINIMIZED	Widget minimized

Chat Trigger

Event Name	Description
TRIGGER_VISIBLE	Number of times chat trigger icon was visible
CHAT_TRIGGER_REMOVED	Chat trigger removed
CHAT_TRIGGER_CLICKED	Chat trigger clicked
TRIGGER_DRAGGED	Trigger dragged

Agent

Event Name	Description
AGENT_ASSIGNED	Agent was assigned

Video and Audio Call

Event Name	Description
VIDEO_CALL_OUTGOING_STARTING	Video call started
VIDEO_CALL_CARD_CTA_CLICKED	CTA clicked from video call card
VIDEO_CALL_LAUNCH_CLICKED	Video call launch clicked
VIDEO_CALL_LAUNCHED	Video call launched
VIDEO_CALL_JOIN_CTA_CLICKED	Video call join CTA clicked
VIDEO_CALL_JOIN_BACK_CTA_CLICKED	Video call join back CTA clicked
VIDEO_CALL_END_CLICKED	Video call end clicked
AUDIO_CALL_OUTGOING_STARTING	Audio call started
AUDIO_CALL_CARD_CTA_CLICKED	CTA clicked from audio call card
AUDIO_CALL_LAUNCH_CLICKED	Audio call launch clicked
AUDIO_CALL_LAUNCHED	Audio call launched
AUDIO_CALL_JOIN_CTA_CLICKED	Audio call join CTA clicked
AUDIO_CALL_JOIN_BACK_CTA_CLICKED	Audio call join back CTA clicked
AUDIO_CALL_END_CLICKED	Audio call end clicked

Survey

Event Name	Description
SURVEY_BACK_PRESSED	Customer clicked back from survey
SURVEY_SUBMITTED	Survey submitted
SURVEY_CANCELLED	Survey cancelled

Guided Workflow

Event Name	Description
GUIDED_WORKFLOW_BACK_PRESSED	Guided workflow back pressed
GW_CLICKED	Guided workflow clicked

Knowledge Base

Event Name	Description
KNOWLEDGE_BASE_LIST_BACK_PRESSED	Knowledge base list back pressed
KNOWLEDGE_BASE_BACK_PRESSED	Knowledge base back pressed
KB_ARTICLE_CLICKED	KB article clicked
KB_FOLDER_CLICKED	Knowledge base folder clicked

User

Event Name	Description
USER_PROFILE_UPDATED	User Profile Updated
USER_PROFILE_UPDATE_FAILED	User profile update failed
USER_UPDATED	User updated
USER_UPDATE_FAILURE	User update failure

Proactive Prompt

Event Name	Description
PROACTIVE_PROMPT_TRIGGERED	Proactive prompt triggered
PROACTIVE_PROMPT_ENGAGED	Proactive prompt engaged
PROACTIVE_PROMPT_CLOSED	Proactive prompt closed

Call

Event Name	Description
CALL_PAGE_MINIMISED	Call page minimised
CALL_PAGE_MAXIMISED	Call page maximised
CALL_ENDED	Call ended
CALL_DECLINED	Call declined
CALL_MISSED	Call missed
CALL_FAILED	Call failed

Proactive Conversation

Event Name	Description
PROACTIVE_CONVERSATION_TRIGGERED	Proactive conversation triggered
PROACTIVE_CONVERSATION_ENGAGED	Proactive conversation engaged
PROACTIVE_CONVERSATION_CLOSED	Proactive conversation closed

Text-to-Speech (TTS) / Speech-to-Text (STT)

Event Name	Description
TTS_CLICKED	Text‑to‑speech clicked
TTS_FAILED	Text‑to‑speech failed
STT_CLICKED	Speech‑to‑text clicked
STT_FAILED	Speech‑to‑text failed

Personal Shopper

Event Name	Description
PERSONAL_SHOPPER_LAUNCH	Personal Shopper launched
PERSONAL_SHOPPER_BACK_PRESSED	Personal Shopper back pressed
CART_OPEN	Cart Page open

How to Plot?

These events can be plotted in a Care Reporting widget by using the Audience Activitity Data Source and selcting Activity Type and Activity Count as dimensions. Further, in additional filters you can select your Livechat account(s).