Spec: Live Chat Events

This guide explains what data can be sent to Segment from Live Chat tools. The semantic events detailed below represent the ideal for Live Chat events; not every Live Chat tool supports all of these events or all their properties.

Overview

Every Live Chat tool is built around the concept of “conversations” between an agent at the company and a customer who has a question.

Each conversation starts when a customer sends their first message. Within the conversation the customer receives and sends messages. In some situations the conversation also has a clearly recognizable end when the customer or agent explicitly indicates the conversation has ended.

Events

The Live Chat category has the following semantic events:

Live Chat Conversation Started

This event should be sent when a customer sends their first message.

Properties

This event supports the following semantic properties:

PropertyTypeDescription
agent_idStringThe agent’s ID.
agent_nameStringThe agent’s real name.
agent_usernameStringThe agent’s username.
conversation_idStringThe conversation’s ID.
conversation_durationNumberThe conversation duration in seconds.
message_idStringThe message’s ID.

Example

Live Chat Conversation Ended

This event should be sent when customer or agent explicitly indicates the conversation has ended.

Properties

This event supports the following semantic properties:

PropertyTypeDescription
agent_idStringThe agent’s ID.
agent_nameStringThe agent’s real name.
agent_usernameStringThe agent’s username.
conversation_idStringThe conversation’s ID.
conversation_durationNumberThe conversation duration in seconds.
message_idStringThe message’s ID.

Example

Live Chat Message Sent

This event should be sent when customer sends a message to the agent.

Properties

This event supports the following semantic properties:

PropertyTypeDescription
agent_idStringThe agent’s ID.
agent_nameStringThe agent’s real name.
agent_usernameStringThe agent’s username.
conversation_idStringThe conversation’s ID.
conversation_durationNumberThe conversation duration in seconds.
message_idStringThe message’s ID.

Example

Live Chat Message Received

This event should be sent when the customer receives a message from the agent.

Properties

This event supports the following semantic properties:

PropertyTypeDescription
agent_idStringThe agent’s ID.
agent_nameStringThe agent’s real name.
agent_usernameStringThe agent’s username.
conversation_idStringThe conversation’s ID.
conversation_durationNumberThe conversation duration in seconds.
message_idStringThe message’s ID.

Example


If you have any questions or see anywhere we can improve our documentation, please let us know or kick off a conversation in the Segment Community!