Common inbox events

note

Click here to know how to enable inbox events on Studio.

Inbox Event Name	Channel	Type	Description
custom-field-update	All live chat	Inbox event	Triggered whenever a custom field is updated in a live chat.
note-update	All live chat	Inbox event	Triggered whenever an internal note is added in a live chat.
ticket-closed	All live chat	Inbox event	Triggered when a live chat is officially closed.
ticket-inactive	All live chat	Inbox event	Triggered when the customer is not responding back to the agent in a live chat. The timer for this inactivity has to be set inside Inbox settings.
agent-inactive	All live chat	Custom event	Triggered when the agent is not responding back to the customer in a live chat. The timer for this inactivity has to be set inside Inbox settings.
ticket-assigned-bot	All live chat	Custom event	Triggered when a live chat is successfully assigned to an agent. This is a special event. Must be enabled via an API before using it in the flows.
ticket-opened	All live chat	Custom event	Triggered when a live chat goes into the OPEN status, indicating the chat ticket was created when no agents were online.
ticket-queued	All live chat	Custom event	Triggered when a live chat goes into QUEUE status, indicating no agents were in available status or had a vacant concurrency slot to be assigned with this incoming chat.
ticket-missed	All live chat	Custom event	Triggered when a live chat goes into missed status.
ticket-created	Email ticket	Custom event	Triggered whenever an email ticket is created due to an incoming customer email.
ticket-status-change	Email ticket	Custom event	Triggered whenever the status of an email ticket is updated to one of the specified statuses (in-progress, resolved, pending, on-hold).
ticket-resolved	Email ticket	Custom event	Triggered when an email ticket is resolved.