Default properties

Introduction

This document is a reference listing all the existing default properties. You can make use of them in your applications, by extracting important info about customer behavior, chats, threads, and events.

By default, they're created for each new LiveChat license. With the right access, you can change the values of the property instances. You cannot add or remove properties in a namespace. Neither can you change the access of a given property or rename a namespace.

If you need to brush up on properties, read more.

Reference

Namespace	Properties
chats	`queue.routing_priority` `agent_timeout_inactivity_form_min` `manual_routing.override` `queue.reopen_threshold.override` `queue.enabled.override` `chat_inactive_after_min` `archive_chat_after_min` `archive_offline_chat_after_min` `customer_timeout_after_min` `transfer_chat_after_min` `manual_routing` `max_agent_active_chats` `queue.enabled` `queue.reopen_threshold` `prefer_recent_agent` `queue.limit` `formatting`
core	`transcript_emails`
lc2	`file_safety_confirmation` `form_type` `greeting_id` `greeting_unique_id` `welcome_author_id` `welcome_message` `welcome_text`
limits	`access_rules.additional` `access_rules.base` `access_rules.hard` `agents.additional` `agents.base` `agents.hard` `archives_retention.additional` `archives_retention.base` `archives_retention.hard` `banned.additional` `banned.base` `banned.hard` `concurrent_chats.additional` `concurrent_chats.base` `concurrent_chats.hard` `customers_retention.additional` `customers_retention.base` `customers_retention.hard` `groups.additional` `groups.base` `groups.hard` `groups_per_agent.additional` `groups_per_agent.base` `groups_per_agent.hard` `group_chooser_groups.additional` `group_chooser_groups.base` `group_chooser_groups.hard` `monitored_customers.additional` `monitored_customers.base` `monitored_customers.hard` `queue.additional` `queue.base` `queue.hard` `queue_continuous.additional` `queue_continuous.base` `queue_continuous.hard` `tags.additional` `tags.base` `tags.hard`
monitoring	`ip_mask` `whitelist_enabled`
rating	`comment` `score`
routing	`continuous` `email_follow_up` `idle` `last_transfer_timestamp` `pinned` `was_pinned` `ignore_agents_routing` `ignore_bots` `unassigned` `unreplied` `referrer` `start_url` `transcript_email` `offline_message`
smart_actions	`greeting.hide_when_offline` `greeting.enabled` `greeting.max_invites`
source	`client_id` `customer_client_id`
statistics	`first_chat_date` `website_last_activity`
status	`delivered`
test	`bool_property` `int_property` `string_property` `tokenized_string_property`
translation	`source_lang_code` `target_lang_code` `target_message`
url_details	`description` `image_height` `image_width` `image_url` `title` `url`

chats

queue.routing_priority

Specifies the group's routing priority. Effective when there are queued chats.


Access	`rw` for Agents in group
Data type	`int`

agent_timeout_inactivity_form_min

Specifies the time in minutes after which the Agent inactivity form will be displayed if the Agent is inactive. -1 means that the timeout is disabled.


Access	`rw` for Agents in group
Data type	`int`

manual_routing.override

Overrides the manual_routing license property. -1 means that the property is not overridden. 0 means that the manual routing is disabled. 1 means that the manual routing is enabled.


Access	`rw` for Agents in group
Data type	`int`

queue.reopen_threshold.override

Overrides the queue.reopen_threshold license property. -1 means that the property is not overridden.


Access	`rw` for Agents in group
Data type	`int`

queue.enabled.override

Overrides the queue.enabled license property. -1 means that the property is not overridden. 0 means that the queue is disabled. 1 means that the queue is enabled.


Access	`rw` for Agents in group
Data type	`int`

chat_inactive_after_min

Specifies the time in minutes after which a chat is considered inactive.


Access	`rw` for Agents in license
Data type	`int`

archive_chat_after_min

Specifies the time in minutes after the last message, after which a chat is archived.


Access	`rw` for Agents in license
Data type	`int`

archive_offline_chat_after_min

Specifies the time in minutes after the last message, after which a continuous chat is archived.


Access	`rw` for Agents in license
Data type	`int`

customer_timeout_after_min

Specifies the time in minutes after which a Customer is considered inactive.


Access	`rw` for Agents in license
Data type	`int`

transfer_chat_after_min

Specifies the time in minutes after which a chat is transferred to another Agent if the previous one didn't show any activity in the chat. 0 means that the chat is not transferred.


Access	`rw` for Agents in license
Data type	`int`

manual_routing

Specifies if manual routing is enabled. This setting can be overridden per group by the manual_routing.override property.


Access	`rw` for Agents in license
Data type	`bool`

max_agent_active_chats

Specifies the maximum number of chats that an Agent can have at the same time.


Access	`rw` for Agents in license
Data type	`int`

queue.enabled

Specifies if queue is enabled. This setting can be overridden per group by the queue.enabled.override property.


Access	`rw` for Agents in license
Data type	`bool`

queue.reopen_threshold

Specifies a threshold of queued chats after which the queue is reopened. It cannot exceed the queue.limit. This setting can be overridden per group by the queue.reopen_threshold.override property.


Access	`rw` for Agents in license
Data type	`int`

prefer_recent_agent

Specifies if the Agent who chatted last with the Customer should be preferred when routing a new chat.


Access	`rw` for Agents in license
Data type	`bool`

queue.limit

Specifies the maximum number of concurrent queued chats on the license.


Access	`r` for Agents in license
Data type	`int`

formatting

Specifies the formatting of the message.


Access	`rw` for Agents and Customers in events
Data type	`string`
Values	`commonmark`

Properties in the chats namespace

Copied!

{
  "properties": {
    "chats": {
      "queue.routing_priority": 1,
      "agent_timeout_inactivity_form_min": -1,
      "manual_routing.override": -1,
      "queue.reopen_threshold.override": 80,
      "queue.enabled.override": 1,
      "chat_inactive_after_min": 10,
      "archive_chat_after_min": 15,
      "archive_offline_chat_after_min": 10,
      "customer_timeout_after_min": 900,
      "transfer_chat_after_min": 0,
      "manual_routing": true,
      "max_agent_active_chats": 6,
      "queue.reopen_threshold": 90,
      "prefer_recent_agent": true,
      "queue.limit": 100,
      "formatting": "commonmark"
    }
  }
}

core

transcript_emails

Comma-separated list of emails to which chat transcripts should be sent.


Access	`rw` for Agents in license
Data type	`string`

Properties in the core namespace

Copied!

{
  "properties": {
    "core": {
      "transcript_emails": "smith@agent.com,brown@agent.com"
    }
  }
}

lc2

file_safety_confirmation

Describes if a user confirmed the safety of the received file.


Access	`rw` for Agents in events
Data type	`bool`

form_type

Specifies the form type (prechat, postchat or ticket). More on forms...


Access	for Agents, `r` in events for Customers, `rw` in events
Data type	`string`
Values	`prechat` `postchat`

greeting_id

Specifies the ID of the greeting configured within a license. More on greetings...


Access	for Agents, `r` in threads and events for Customers, `rw` in threads and `r` in events
Data type	`int`

greeting_unique_id

Specifies the ID of a particular greeting instance sent to the Customer. More on greetings...


Access	for Agents, `r` in threads and events for Customers, `rw` in threads and `r` in events
Data type	`string`

welcome_author_id

Specifies the ID of the welcome message author.


Access	`rw` for Customers in chats and threads
Data type	`string`

welcome_message

Specifies that a given event is a welcome message.


Access	`r` for Agents and Customers in events
Data type	`bool`

welcome_text

Contains the welcome message text. Appears only if "welcome_message": true.


Access	`rw` for Customers in chats and threads
Data type	`string`

Properties in the lc2 namespace

Copied!

{
  "properties": {
      "lc2": {
          "file_safety_confirmation": true,
          "form_type": "prechat",
          "greeting_id": 2,
          "greeting_unique_id": "Q10X0W041P",
          "welcome_author_id": "bbb67d600796e9f277e360e842418833",
          "welcome_message": true,
          "welcome_text": "Welcome! How can I help you today?"
      }
  }
}

limits

access_rules.additional

Specifies the additional limit of access rules on the license.


Access	`r` for Agents in license
Data type	`int`

access_rules.base

Specifies the base limit of access rules on the license.


Access	`r` for Agents in license
Data type	`int`

access_rules.hard

Specifies the hard limit of access rules on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

agents.additional

Specifies the additional limit of Agents on the license.


Access	`r` for Agents in license
Data type	`int`

agents.base

Specifies the base limit of Agents on the license.


Access	`r` for Agents in license
Data type	`int`

agents.hard

Specifies the hard limit of Agents on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

archives_retention.additional

Specifies the additional limit of archives retention in months on the license. -1 means unlimited.


Access	`r` for Agents in license
Data type	`int`

archives_retention.base

Specifies the base limit of archives retention in months on the license. -1 means unlimited.


Access	`r` for Agents in license
Data type	`int`

archives_retention.hard

Specifies the hard limit of archives retention in months on the license. The sum of additional and base limits cannot extend this value. -1 means unlimited.


Access	`r` for Agents in license
Data type	`int`

banned.additional

Specifies the additional limit of banned Customers on the license.


Access	`r` for Agents in license
Data type	`int`

banned.base

Specifies the base limit of banned Customers on the license.


Access	`r` for Agents in license
Data type	`int`

banned.hard

Specifies the hard limit of banned Customers on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

concurrent_chats.additional

This limit is currently unused.


Access	`r` for Agents in license
Data type	`int`

concurrent_chats.base

This limit is currently unused.


Access	`r` for Agents in license
Data type	`int`

concurrent_chats.hard

This limit is currently unused.


Access	`r` for Agents in license
Data type	`int`

customers_retention.additional

Specifies the additional limit of stored Customers retention in months on the license. -1 means unlimited.


Access	`r` for Agents in license
Data type	`int`

customers_retention.base

Specifies the base limit of stored Customers retention in months on the license. -1 means unlimited.


Access	`r` for Agents in license
Data type	`int`

customers_retention.hard

Specifies the hard limit of stored Customers retention in months on the license. The sum of additional and base limits cannot extend this value. -1 means unlimited.


Access	`r` for Agents in license
Data type	`int`

groups.additional

Specifies the additional limit of groups on the license.


Access	`r` for Agents in license
Data type	`int`

groups.base

Specifies the base limit of groups on the license.


Access	`r` for Agents in license
Data type	`int`

groups.hard

Specifies the hard limit of groups on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

groups_per_agent.additional

Specifies the additional limit of groups per Agent on the license.


Access	`r` for Agents in license
Data type	`int`

groups_per_agent.base

Specifies the base limit of groups per Agent on the license.


Access	`r` for Agents in license
Data type	`int`

groups_per_agent.hard

Specifies the hard limit of groups per Agent on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

group_chooser_groups.additional

Specifies the additional limit of groups in Group Chooser on the license.


Access	`r` for Agents in license
Data type	`int`

group_chooser_groups.base

Specifies the base limit of groups in Group Chooser on the license.


Access	`r` for Agents in license
Data type	`int`

group_chooser_groups.hard

Specifies the hard limit of groups in Group Chooser on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

monitored_customers.additional

Specifies the additional limit of online monitored Customers on the license.


Access	`r` for Agents in license
Data type	`int`

monitored_customers.base

Specifies the base limit of online monitored Customers on the license.


Access	`r` for Agents in license
Data type	`int`

monitored_customers.hard

Specifies the hard limit of online monitored Customers on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

queue.additional

Specifies the additional limit of queued chats on the license.


Access	`r` for Agents in license
Data type	`int`

queue.base

Specifies the base limit of queued chats on the license.


Access	`r` for Agents in license
Data type	`int`

queue.hard

Specifies the hard limit of queued chats on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

queue_continuous.additional

Specifies the additional limit of queued continuous chats on the license.


Access	`r` for Agents in license
Data type	`int`

queue_continuous.base

Specifies the base limit of queued continuous chats on the license.


Access	`r` for Agents in license
Data type	`int`

queue_continuous.hard

Specifies the hard limit of queued continuous chats on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

tags.additional

Specifies the additional limit of tags on the license.


Access	`r` for Agents in license
Data type	`int`

tags.base

Specifies the base limit of tags on the license.


Access	`r` for Agents in license
Data type	`int`

tags.hard

Specifies the hard limit of tags on the license. The sum of additional and base limits cannot extend this value.


Access	`r` for Agents in license
Data type	`int`

Properties in the limits namespace

Copied!

{
  "properties": {
    "limits": {
      "access_rules.additional": 0,
      "access_rules.base": 200,
      "access_rules.hard": 500,
      "agents.additional": 0,
      "agents.base": 400,
      "agents.hard": 400,
      "archives_retention.additional": 0,
      "archives_retention.base": -1,
      "archives_retention.hard": -1,
      "banned.additional": 0,
      "banned.base": 100,
      "banned.hard": 400,
      "concurrent_chats.additional": 0,
      "concurrent_chats.base": 100,
      "concurrent_chats.hard": 300,
      "customers_retention.additional": 0,
      "customers_retention.base": 2,
      "customers_retention.hard": -1,
      "groups.additional": 0,
      "groups.base": 1,
      "groups.hard": 400,
      "groups_per_agent.additional": 0,
      "groups_per_agent.base": 100,
      "groups_per_agent.hard": 40,
      "group_chooser_groups.additional": 0,
      "group_chooser_groups.base": 10,
      "group_chooser_groups.hard": 25,
      "monitored_customers.additional": 0,
      "monitored_customers.base": 100,
      "monitored_customers.hard": 2000,
      "queue.additional": 0,
      "queue.base": 100,
      "queue.hard": 200,
      "queue_continuous.additional": 0,
      "queue_continuous.base": 150,
      "queue_continuous.hard": 150,
      "tags.additional": 0,
      "tags.base": 1000,
      "tags.hard": 2000
    }
  }
}

monitoring

ip_mask

Specifies IP mask that's used instead of a real Customer's IP.


Access	`rw` for Agents in license
Data type	`string`

whitelist_enabled

Specifies if server-side domain whitelist is enabled.


Access	`r` for Agents in license
Data type	`bool`

Properties in the monitoring namespace

Copied!

{
  "properties": {
    "monitoring": {
      "ip_mask": "10.0.0.1",
      "whitelist_enabled": false
    }
  }
}

rating

The properties describing chat rating.

comment

Contains the text message rating left by the Customer.


Access	for Agents, `r` in chats, threads, and events for Customers, `rw` in chats, threads, and events
Data type	`string`

score

Describes chat rating: 0 - thumbs down, 1 - thumbs up.


Access	`r` for Agents in chats, threads, and events `rw` for Customers in chats, threads, and events
Data type	`int`
Values	`0` `1`

Properties in the rating namespace

Copied!

{
  "properties": {
      "rating": {
          "comment": "Action completed",
          "score": 0
      }
  }
}

routing

continuous

Specifies if a chat is continuous. It can be set when starting a chat with the continuous parameter or via an integration that supports continuous chats. More on the LiveChat Messaging Mode feature...


Access	`r` for Agents and Customers in chats and threads
Data type	`bool`

email_follow_up

Specifies if there should be an email follow-up of the message left by the Customer. For example, when a Customer left a message because they were no online Agents. The email will be sent if the Messaging Mode is enabled for a license.


Access	for Agents, `r` in chats for Customers, `rw` in chats
Data type	`bool`

idle

Specifies if a chat is idle or active.


Access	`r` for Agents in threads
Data type	`bool`

last_transfer_timestamp

Specifies the time and date of the most recent transfer of a chat.


Access	`r` for Agents in threads
Data type	`int`

offline_message

Specifies if a thread was initially created as an offline message.


Access	for Agents, `r` in threads for Customers, `rw` in threads
Data type	`bool`

pinned

Indicates the chat status.

true:

for each active, unassigned chat;

false:

when a chat is closed by an Agent;
when the chat that's being closed by a Customer is in a state diffrent than unassigned;


Access	`r` for Agents in threads and `rw` in chats
Data type	`bool`

was_pinned

Specifies if the chat was previously pinned.


Access	`r` for Agents in chats
Data type	`bool`

ignore_agents_routing

Specifies if automatic routing should be disabled for a given chat.


Access	`rw` for Agents and Customers in chats
Data type	`bool`

ignore_bots

Specifies if the chat should not be routed to Bots during automatic routing.


Access	`w` for Customers in threads
Data type	`bool`

unassigned

Specifies if there is no Agent or Bot assigned to the chat.


Access	`r` for Agents in threads and chats
Data type	`bool`

unreplied

Specifies if no Agent or Bot responded to a given chat.


Access	`r` for Agents in threads
Data type	`bool`

referrer

Contains the info about the web address visited by a Customer prior to starting a chat.


Access	`r` for Agents in threads
Data type	`string`

start_url

Specifies on what page a Customer started a chat.


Access	`r` for Agents and Customers in threads
Data type	`string`

transcript_email

Specifies if a Customer requested a chat transcript.


Access	for Agents, `r` in threads for Customers, `rw` in threads
Data type	`string`

Properties in the routing namespace

Copied!

{
  "properties": {
      "routing": {
          "continuous": true,
          "email_follow_up": false,
          "idle": false,
          "last_transfer_timestamp": 83765782567,
          "pinned": false,
          "was_pinned": true,
          "ignore_agents_routing": true,
          "ignore_bots": false,
          "unassigned": false,
          "unreplied": false,
          "referrer": "https://livechatinc.com/features",
          "start_url": "https://livechatinc.com",
          "transcript_email": "t.anderson@example.com",
          "offline_message": true
      }
  }
}

smart_actions

greeting.hide_when_offline

Specifies if the greetings should be hidden when the license is offline.


Access	for Agents, `rw` in group for Customers, `r` in group
Data type	`bool`

greeting.enabled

Specifies if the greetings are enabled.


Access	for Agents, `rw` in license
Data type	`bool`

greeting.max_invites

Specifies maximum number of greetings shown to a Customer.


Access	for Agents, `r` in license
Data type	`int`

Properties in the smart_actions namespace

Copied!

{
  "properties": {
    "smart_actions": {
      "greeting.hide_when_offline": false,
      "greeting.enabled": true,
      "greeting.max_invites": 5
    }
  }
}

source

client_id

Specifies the client_id of the application an Agent is chatting from. The client_id and customer_client_id properties might have different values when it's the Agent who started the chat.


Access	`r` for Agents and Customers in chats, threads, and events
Data type	`string`

customer_client_id

Specifies the client_id of the application the Customer is using to chat. The client_id and customer_client_id properties have the same values when the chat was started by the Customer.


Access	`r` for Agents and Customers in chats and threads
Data type	`string`

Properties in the source namespace

Copied!

{
  "properties": {
      "source": {
          "client_id": "0805e283233042b37f460ed8fbf22160",
          "customer_client_id": "0805e283233042b37f460ed8fbf22160"
      }
  }
}

url_details

These properties are used to store URL info in events.

description


Access	`rw` for Agents and Customers in events
Data type	`string`

image_height


Access	`rw` for Agents and Customers in events
Data type	`int`

image_width


Access	`rw` for Agents and Customers in events
Data type	`int`

image_url


Access	`rw` for Agents and Customers in events
Data type	`string`

title


Access	`rw` for Agents and Customers in events
Data type	`string`

url


Access	`rw` for Agents and Customers in events
Data type	`string`

Properties in the url_details namespace

Copied!

{
  "properties": {
      "url_details": {
          "description": "The flow between services",
          "image_height": 480,
          "image_width": 640,
          "image_url": "https://example.com/image25.png",
          "title": "The flow",
          "url": "https://example-url.com/",
      }
  }
}

statistics

first_chat_date

Specifies the date of the first chat on the license.


Access	`r` for Agents in license
Data type	`string`

website_last_activity

Specifies the date of the last recorded activity of the chat widget.


Access	`r` for Agents in license
Data type	`string`

Properties in the statistics namespace

Copied!

{
  "properties": {
    "statistics": {
      "first_chat_date": "2020-01-01",
      "website_last_activity": "2021-02-02"
    }
  }
}

status

delivered

This property is used to mark events transported from LiveChat to an integration and vice versa.


Access	`rw` for Agents and Customers in events
Data type	`bool`

Properties in the status namespace

Copied!

{
  "properties": {
      "status": {
          "delivered": true
  }
}

test

Use these properties to test things out and learn how properties work. More on test properties...

bool_property


Access	`rw` for all roles in all locations
Data type	`bool`

int_property


Access	`rw` for all roles in all locations
Data type	`int`

string_property


Access	`rw` for all roles in all locations
Data type	`string`

tokenized_string_property


Access	`rw` for all roles in all locations
Data type	`tokenized string`

Properties in the test namespace

Copied!

{
  "properties": {
      "test": {
          "bool_property": true,
          "int_property": 1234,
          "string_property": "Lorem ipsum dolor olet",
          "tokenized_string_property": "Lorem ipsum dolor olet"
    }
  }

translation

These properties are used for storing translated text in message events.

source_lang_code

Specifies the source language code.


Access	for Agents, `rw` in events for Customers, `r` in events
Data type	`string`

target_lang_code

Specifies the target language code.


Access	for Agents, `rw` in events for Customers, `r` in events
Data type	`string`

target_message

Contains message text in the target language.


Access	for Agents, `rw` in events for Customers, `r` in events
Data type	`tokenized string`

Properties in the translation namespace

Copied!

{
  "properties": {
      "translation": {
        "source_lang_code": "en",
        "target_lang_code": "pl",
        "target_message": "Witaj Świecie!"
    }
  }

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