List of possible interactions

In order to make the livechat easier to understand and use, it is important to specify the different types of interactions or events that may appear within conversations. The list below details all the interactions or events that may be visible during a livechat session, so as to make their functioning clearer for users.

Interaction name	Meaning
The user has left the site	The user has closed the tab or browser (more than 30 seconds)
Notification NAOperatorSendDialogByMailSucceed	The operator has sent themselves the conversation by email
Notification NAOperatorSendDialogByMailFailed	An error occurred when the operator tried to send themselves the conversation by email
User's page	The user has navigated to a page on the site
The user has been away from the site for a long time	This indicates user inactivity (more than 3 minutes)
The user is back	The user has reopened the tab and/or their browser and can interact again
Automatic conversation closure after the user left	The livechat session is automatically closed because the user left the site and did not return for a certain period
Unassignment of the advisor	The operator disconnected, so the conversation is unassigned from them and transferred to another advisor, or when the conversation ends it is unassigned
The conversation has just been closed by the operator	The operator ended the conversation, closing the conversation tab on their dashboard. The conversation is ended and archived.
The conversation was closed by the user	The user ended the conversation, closing the conversation tab on the dashboard. The conversation is ended and archived.
Notification NACompetencyChanged	The skill associated with the conversation has changed; this means the conversation has been redirected or reassigned to an advisor with this skill.
The user has entered the waiting queue	Operator capacity has been reached, so the user enters the waiting queue until a spot is available
The user is connected to an operator – your advisor is connected	A connection is established between the user and the operator
The conversation has been added to the operator's dashboard	The conversation is added to the operator dashboard, with the introduction message: “Hello, my name is (operator name)”
Start of the chat conversation	The conversation has just been added to the operator's dashboard → Start of the conversation
Questionnaire automatically sent after the conversation is closed by the operator	A post-conversation survey is sent to the user after the conversation is closed by the operator
Questionnaire automatically sent after the conversation is closed by the user	A post-conversation survey is sent to the user after the conversation is closed by the user
The operator is unavailable	The operator changed their status and is now unavailable → cannot receive new conversations
The operator is connected	The operator changed their status and is now connected → can receive new conversations
The operator is disconnected	The operator changed their status and is now disconnected → cannot receive new conversations
Conversation opened	The operator clicked the notification to open the conversation on their dashboard
Questionnaire sent manually	The user received a questionnaire sent manually by the operator
Notification NALiveChatLeaveQueueFailed	An error occurred when the user clicked the button to leave the waiting queue
Notification NALiveChatLeaveQueueUnexpected	An error occurred when the user clicked the button to leave the waiting queue, this should not have happened
Conversation timeout is about to be reached	Reminder before the conversation timeout is reached
This conversation has been inactive too long, end of livechat session	The timeout is reached, the conversation tab is closed on the dashboard. The conversation is ended and archived.
Manual transfer of the conversation to the operator	An operator manually transfers the conversation to another available operator
Automatic transfer of the conversation to	The conversation is transferred to another available operator
Notification NAManagerTransferToOperator	A manager manually transfers the conversation to another available operator
Automatic transfer of the conversation to the skill	The conversation is transferred to another skill
Notification NAManualTransferToCompetency	Manual transfer of the conversation to the skill
Supervisor assistance request	The operator requested help from the manager
Notification DMLiveChatLeaveQueue	The user has left the waiting queue
Notification NALiveChatEndFailed	Failed to close the conversation
Automatic transfer to the skill failed	An error occurred during the automatic transfer of the conversation to the skill
Notification NAManagerTransferToCompetency	Manual transfer by the manager of the conversation to the skill