LiveChatTranscriptEvent

Captures specific events that occur over the lifetime of a chat. This object is available in API version 24.0 and later.

Supported Calls

create(), delete(), getDeleted(), getUpdated(), query(), retrieve(), undelete(), update(), upsert()

Fields

Field Name	Details
AgentId	Type reference Properties Create, Filter, Group, Nillable, Sort Description The ID of the agent associated with the event.
Detail	Type string Properties Create, Filter, Group, Nillable, Sort Description Details associated with the event.
LastReferencedDate	Type date Properties Filter, Nillable, Sort, Update Description The timestamp for when the current user last viewed a record related to this record.
LastViewedDate	Type date Properties Filter, Nillable, Sort, Update Description The timestamp for when the current user last viewed this record. If this value is null, this record might only have been referenced (LastReferencedDate) and not viewed.
LiveChatTranscriptId	Type reference Properties Create, Filter, Group, Sort Description The ID of the live chat transcript associated with the event.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description The name of the event.
Time	Type dateTime Properties Create, Filter, Sort Description The time at which the event happened.
Type	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort Description The kind of event that occurred. `Accept`—Accepted `AgentBlocked`—Blocked by Agent `AlertCriticalWaitChat`—Critical Wait Alert Time Reached `CancelBlocked`—Cancel (Blocked) `CancelNoAgent`—Cancel (No Agent) `CancelNoQueue`—Cancel (No Queue) `CancelVisitor`—Canceled by Visitor `ChasitorIdleTimeout`—Visitor Idle Time-Out `ChasitorIdleTimeoutWarningCleared`—Visitor Idle Time-Out Warning Cleared `ChasitorIdleTimeoutWarningTriggered`—Visitor Idle Time-Out Warning Appeared `ChatRequest`—Chat Requested `ChatResumedAfterTransfer`—Chat resumed `ChatbotEndChat`—Chatbot end chat `ChatbotEndedChatByAction`—Conversation ended by automated action `ChatbotEstablished`—Accepted by Chatbot `ChatbotNotEstablished`—Chatbot Request Failed `ChoiceRoute`—Routed (Choice) `ClearCriticalWaitChat`—Critical Wait Alert Cleared `ConferenceRequest`—Chat Conference Requested `ConferenceRequestCanceled`—Chat Conference Canceled `ConferenceRequestDeclined`—Chat Conference Declined `DeclineManual`—Decline (Manual) `DeclineTimeout`—Decline (Timeout) `EndAgent`—Ended by Agent `EndVisitor`—Ended by Visitor `Enqueue`—Queued `FileCanceledAgent`—File Transfer Canceled by Agent `FileCanceledChasitor`—File Transfer Canceled by Visitor `FileTransferFailure`—File Transfer Failure `FileTransferRequested`—File Transfer Requested by Agent `FileTransferSuccess`—File Transfer Success `FileTransferToChasitor`—File Transfer Initiated by Agent `FlagLoweredAgent`—Flag Lowered by Agent `FlagLoweredSupervisor`—Flag Lowered by Supervisor `FlagRaised`—Flag Raised `LeaveAgent`—Agent Left `LeaveVisitor`—Visitor Left `OperatorJoinedConference`—Agent Joined Conference `OperatorLeftConference`—Agent Left Conference `Other` `PushAssignment`—Routed (Push) `SensitiveDataAgent`—Sensitive data blocked (Agent) `SensitiveDataSupervisor`—Sensitive data blocked (Supervisor) `SensitiveDataVisitor`—Sensitive data blocked (Visitor) `Transfer`—Transfer Accepted `TransferCancelled`—Transfer Request Canceled `TransferDeclined`—Transfer Request Declined `TransferRequest`—Transfer Requested `TransferToBotFailed`—Transfer to bot failed `TransferToButtonFailed`—Transfer to button failed `TransferToQueueFailed`—Transfer to queue failed `TransferredToBot`—Transferred to bot `TransferredToButton`—Transferred to button `TransferredToQueue`—Transferred to queue `TransferredToSbrSkill`—Transferred to skill `Unassigned`

Usage

Use this object to query and manage live chat transcript events.

LiveChatTranscriptEvent records are inserted after the chat is closed and the LiveTranscript record updated). However, the trigger on the LiveChatTranscriptEvent sObject fires separately on each LiveChatTranscriptEvent record within the same transaction.

All the LiveChatTranscriptEvent records are inserted in a single transaction but one by one. For example, the trigger is executed for each individual record.

1trigger LCTE on LiveChatTranscriptEvent (before insert) {
2     // Trigger.New will have only 1 record at a time and trigger will execute for individual record
3     for(LiveChatTranscriptEvent l : Trigger.New)
4     system.debug(l.Type + '>>' +l.Detail);
5     }

To avoid hitting any governors and limits, design your functionality considering this behavior. You can execute the logic by filtering the records based on the Type field of LiveChatTranscriptEvent.

Note

Object Reference for Salesforce and Lightning Platform

LiveChatTranscriptEvent

Supported Calls

Fields

Usage