About Message Group Types

What is Message Group Type

In the rule creation screen under “Settings” > “Automation” > “Rules”, when you select “Message Added” in “Apply”, there is a condition called “Message Group Type”. *The displayed items vary depending on your subscription plan. (The example below is from the Advanced plan)

Details of Message Group Types

Chat

  • Started a chat

Ticket Management

Delete

  • Deleted a ticket

Internal Ticket

  • Created an internal ticket
  • Offline Internal: (When an agent replies from a mailer that received offline ticket notifications) the reply does not reach the requester and a message is added as an internal notification
    • This condition works when “Do not send replies to ticket recipients” is set in “Mail Settings”

  • Offline: A ticket was created from a chat offline message

Ticket Status

  • Resolve: Resolved a ticket
  • Spam: An agent or system marked a ticket as spam

Initial Ticket Information

  • Start Information: A new ticket was created via chat button/form/call button, or a new ticket was submitted by a user logged into the customer portal
    • Excludes email, phone calls, new ticket creation by agents, new internal tickets, new Twilio calls, forum topic creation, and new tweets

Ticket Transfer

  • Transfer: Assigned a ticket to another agent (or team)
  • Forward: Forwarded an email from a ticket
  • Reply to Forward: Received a reply from the email forward destination of a ticket

Other Operations

  • Split: Split a ticket
  • Postpone: Extended a ticket

Social Media & External Service Related

  • Facebook: A ticket was created from Facebook
  • Knowledge Base: A ticket created from a forum topic or feedback was updated
  • Knowledge Base Start: A new ticket was created from a forum topic or feedback
  • Phone (Incoming): A ticket was created from an incoming phone call
  • Phone Internal: This feature is not available in Japan
  • Phone Outgoing: A ticket was created from an outgoing call made from LiveAgent

Others

  • Tag: A tag was added to a ticket
  • Twitter: A ticket was created from Twitter
  • Retweet: Retweeted from a ticket