--- schema_version: "1" id: cacf7e29d1bb55e6e891c3c81cbdabb82988a15785dd46992369f91ff28eb3c8 title: Chat Transcript Events collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_transcript_events.md canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_transcript_events.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 9d80c24ab4e805488f8df972e00ec06e69125ec14675664efafe65d95bf9dc06 description: Live chat transcript events automatically track events that occur between your agents and customers during chats. products: - Service Cloud release: "264" --- # Chat Transcript Events Live chat transcript events automatically track events that occur between your agents and customers during chats. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). You can edit live chat transcripts to track events that occur between your agents and customers during live chats. You can add the following events to a live chat transcript: | Event | Description | | --- | --- | | Chat Requested | Visitor requested a chat | | Queued | Chat request was placed in queue | | Routed (Push) | Chat request was routed to agent | | Routed (Choice) | Chat request was routed to all available, qualified agents | | Accepted | Chat request was accepted by agent | | Critical Wait Alert Time Reached | Agent failed to respond to the customer’s message before reaching the critical wait alert time | | Critical Wait Alert Cleared | Agent responded to the customer’s message after the critical wait alert was received | | Transfer Requested | Agent requested chat transfer | | Transfer Accepted | Chat transfer was accepted by agent | | Transfer Request Canceled | Chat transfer request was canceled by the agent who sent the request | | Transfer Request Declined | Chat transfer request was declined by the agent who received the request | | Transferred to Button | Chat was transferred to a button | | Transfer to Button Failed | Chat transfer to button was unsuccessful | | Chat Conference Requested | Agent sent a request to start a conference | | Chat Conference Canceled | Conference request was canceled | | Chat Conference Declined | Conference request was declined by an agent | | Agent Joined Conference | An agent joined the conference | | Agent Left Conference | An agent left the conference | | File Transfer Requested | A file transfer was requested | | File Transfer Canceled by Agent | File transfer was canceled by an agent | | File Transfer Canceled by Visitor | File transfer was canceled by the visitor | | File Transfer Succeeded | File transfer was successful | | File Transfer Failed | File transfer failed | | Canceled (Blocked) | An attempted chat was blocked via an IP blocking rule | | Blocked by Agent | An agent blocked an active chat (creating an IP blocking rule) | | Declined (Manual) | Chat request was declined by agent | | Declined (Time-Out) | Chat request timed out while assigned to agent | | Canceled (No Agent) | Chat request was canceled because no qualified agents were available | | Canceled (No Queue) | Chat request was canceled because there was no room in queue | | Canceled by Visitor | Visitor clicked **Cancel Chat** | | Agent Left | Agent left chat | | Visitor Left | Visitor left chat | | Ended by Agent | Agent clicked **End Chat** | | Ended by Visitor | Visitor clicked **End Chat** | | Connection Timeout | Visitor connection timed out | | Connection Warning | Warning that visitor hasn’t been connected for some time and the connection times out soon | | Other | Another event occurred |