System activities

Introduction

The Text ecosystem generates two types of native system activities sent to users as events:

System events containing complex data structures (in a serialized JSON string).
System messages containing simple text.

System events are an extension and a future replacement for system messages.

System events

The payload of the system event is a serialized JSON string stored in the details property, and its format depends on the source, subtype, and version. The sources send the newest available version, but existing chat documents may contain older versions. Later version numbers indicate more recent versions.

Source	Subtypes
`cdp`	`store_order_was_created` `store_product_added_to_cart` `store_product_removed_from_cart`

cdp

CDP stands for Customer Data Platform. It collects customers' data and emits events related to their interactions with the Text ecosystem.

store_order_was_created

Generated when a customer creates an order in an organization's store.

Version 1

Parameter	Required	Data type	Notes
`store`	Yes	`object`
`store.id`	Yes	`string`	The store ID provided by the platform
`store.platform`	Yes	`string`	The platform the store is hosted on
`store.uuid`	Yes	`string`	The store's unique identifier in Text system
`store.url`	No	`string`	The store's URL
`store.name`	No	`string`	The store's name
`order`	Yes	`object`
`order.id`	Yes	`string`	The order ID provided by the platform
`order.order_number`	Yes	`string`	Visual representation of the order ID provided by the platform
`order.currency`	Yes	`string`	The currency code in ISO 4217 format
`order.total_price`	Yes	`number`	The total price of the order
`order.sales_channel`	No	`object`
`order.sales_channel.id`	Yes	`string`	The unique identifier of the sales channel
`order.sales_channel.name`	Yes	`string`	Human-readable sales channel name
`order.discounts`	No	`array`
`order.discounts.code`	Yes	`string`	The discount code
`order.line_items`	Yes	`array`
`order.line_items.quantity`	Yes	`number`	The quantity of the line item
`order.line_items.price`	Yes	`number`	The price of the line item
`order.line_items.title`	No	`string`	The title of the line item
`order.line_items.sku`	No	`string`	The SKU of the line item
`order.line_items.variant_id`	No	`string`	The variant ID of the line item

Sample system event payload

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{
	"store": {
		"id": "my-store",
		"platform": "shopify",
		"uuid": "70cb9e59-b639-41c5-81cf-71db11972cff",
		"url": "https://my-store.myshopify.com",
		"name": "My Store"
	},
	"order": {
		"id": "gid://shopify/Order/1234567890",
		"order_number": "#1001",
		"sales_channel": {
			"id": "social-media-sales-channel",
			"name": "Social Media App"
		},
		"currency": "USD",
		"total_price": 123.45,
		"discounts": [
			{
				"code": "2FOR1"
			}
		],
		"line_items": [
			{
				"title": "Product Name",
				"quantity": 2,
				"price": 49.99,
				"sku": "SKU123",
				"variant_id": "gid://shopify/ProductVariant/12345678901234"
			}
		]
	}
}

Version 2

The title property in order's line items became mandatory.
A mandatory product_id property in order's line items was added.

Parameter	Required	Data type	Notes
`store`	Yes	`object`
`store.id`	Yes	`string`	The store ID provided by the platform
`store.platform`	Yes	`string`	The platform the store is hosted on
`store.uuid`	Yes	`string`	The store's unique identifier in Text system
`store.url`	No	`string`	The store's URL
`store.name`	No	`string`	The store's name
`order`	Yes	`object`
`order.id`	Yes	`string`	The order ID provided by the platform
`order.order_number`	Yes	`string`	Visual representation of the order ID provided by the platform
`order.currency`	Yes	`string`	The currency code in ISO 4217 format
`order.total_price`	Yes	`number`	The total price of the order
`order.sales_channel`	No	`object`
`order.sales_channel.id`	Yes	`string`	The unique identifier of the sales channel
`order.sales_channel.name`	Yes	`string`	Human-readable sales channel name
`order.discounts`	No	`array`
`order.discounts.code`	Yes	`string`	The discount code
`order.line_items`	Yes	`array`
`order.line_items.quantity`	Yes	`number`	The quantity of the line item
`order.line_items.price`	Yes	`number`	The price of the line item
`order.line_items.title`	Yes	`string`	The title of the line item
`order.line_items.product_id`	Yes	`string`	The variant ID of the line item
`order.line_items.sku`	No	`string`	The SKU of the line item
`order.line_items.variant_id`	No	`string`	The variant ID of the line item

Sample system event payload

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{
	"store": {
		"id": "my-store",
		"platform": "shopify",
		"uuid": "70cb9e59-b639-41c5-81cf-71db11972cff",
		"url": "https://my-store.myshopify.com",
		"name": "My Store"
	},
	"order": {
		"id": "gid://shopify/Order/1234567890",
		"order_number": "#1001",
		"sales_channel": {
			"id": "social-media-sales-channel",
			"name": "Social Media App"
		},
		"currency": "USD",
		"total_price": 123.45,
		"discounts": [
			{
				"code": "2FOR1"
			}
		],
		"line_items": [
			{
				"title": "Product Name",
				"quantity": 2,
				"price": 49.99,
				"sku": "SKU123",
				"variant_id": "gid://shopify/ProductVariant/12345678901234",
				"product_id": "123"
			}
		]
	}
}

store_product_added_to_cart

Generated when a customer adds one or more products to their cart in an organization's store.

Version 1

Parameter	Required	Data type	Notes
`store`	Yes	`object`
`store.id`	Yes	`string`	The store ID provided by the platform
`store.platform`	Yes	`string`	The platform the store is hosted on
`store.uuid`	Yes	`string`	The store's unique identifier in Text system
`store.url`	No	`string`	The store's URL
`store.name`	No	`string`	The store's name
`cart_lines`	Yes	`array`
`cart_lines.total_price`	Yes	`string`	Total price for item accounting for its quantity
`cart_lines.currency`	Yes	`string`	The currency code in ISO 4217 format
`cart_lines.quantity`	Yes	`string`	The quantity of the item
`cart_lines.product`	Yes	`object`
`cart_lines.product.id`	Yes	`string`	The ID of the product
`cart_lines.product.title`	No	`string`	The title of the item
`cart_lines.product.sku`	No	`string`	The SKU of the item
`cart_lines.product.variant_id`	No	`string`	The variant ID of the item

Sample system event payload

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{
	"store": {
		"id": "my-store",
		"platform": "shopify",
		"uuid": "70cb9e59-b639-41c5-81cf-71db11972cff",
		"url": "https://my-store.myshopify.com",
		"name": "My Store"
	},
	"cart_lines": [
		{
			"total_price": 45.99,
			"currency": "USD",
			"quantity": 5,
			"product": {
				"id": "gid://shopify/Product/123456789",
				"title": "Product Name",
				"sku": "SKU123",
				"variant_id": "gid://shopify/ProductVariant/12345678901234"
			}
		}
	]
}

store_product_removed_from_cart

Generated when a customer removes one or more products from their cart in an organization's store.

Version 1

Parameter	Required	Data type	Notes
`store`	Yes	`object`
`store.id`	Yes	`string`	The store ID provided by the platform
`store.platform`	Yes	`string`	The platform the store is hosted on
`store.uuid`	Yes	`string`	The store's unique identifier in Text system
`store.url`	No	`string`	The store's URL
`store.name`	No	`string`	The store's name
`cart_lines`	Yes	`array`
`cart_lines.total_price`	Yes	`string`	Total price for item accounting for its quantity
`cart_lines.currency`	Yes	`string`	The currency code in ISO 4217 format
`cart_lines.quantity`	Yes	`string`	The quantity of the item
`cart_lines.product`	Yes	`object`
`cart_lines.product.id`	Yes	`string`	The ID of the product
`cart_lines.product.title`	No	`string`	The title of the item
`cart_lines.product.sku`	No	`string`	The SKU of the item
`cart_lines.product.variant_id`	No	`string`	The variant ID of the item

Sample system event payload

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{
	"store": {
		"id": "my-store",
		"platform": "shopify",
		"uuid": "70cb9e59-b639-41c5-81cf-71db11972cff",
		"url": "https://my-store.myshopify.com",
		"name": "My Store"
	},
	"cart_lines": [
		{
			"total_price": 45.99,
			"currency": "USD",
			"quantity": 5,
			"product": {
				"id": "gid://shopify/Product/123456789",
				"title": "Product Name",
				"sku": "SKU123",
				"variant_id": "gid://shopify/ProductVariant/12345678901234"
			}
		}
	]
}

System messages

This section lists the system message types generated in the Text ecosystem. In addition to system messages generated by Text, applications can define their own system messages.

The content of the system message event is a string stored in the text property, and its format depends on the system_message_type. The variables used to generate the text are specified in the text_vars property.

Read more about the system message event type.

Sample system message event body

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{
	"id": "TB0N22BHW7_9",
	"created_at": "2026-03-09T15:46:57.368002Z",
	"visibility": "agents",
	"type": "system_message",
	"text": "Customer's name has been changed to John Doe",
	"system_message_type": "customer_updated",
	"text_vars": {
		"customer": "John Doe"
	}
}

The list of system message types, sorted alphabetically:


`agent_added` `agent_joined` `agent_left` `agent_removed` `archived_customer_disconnected` `chat_transferred` `customer_added` `customer_banned` `customer_removed` `customer_updated` `manual_archived_agent` `manual_archived_customer`	`rating.chat_commented` `rating.chat_rated` `rating.chat_rating_canceled` `routing.archived_deleted` `routing.archived_disconnected` `routing.archived_inactive` `routing.archived_offline` `routing.archived_other` `routing.archived_remotely_signed_out` `routing.archived_signed_out` `routing.assigned_deleted` `routing.assigned_disconnected`	`routing.assigned_inactive` `routing.assigned_other` `routing.assigned_remotely_signed_out` `routing.assigned_signed_out` `routing.idle` `routing.unassigned_deleted` `routing.unassigned_disconnected` `routing.unassigned_other` `routing.unassigned_remotely_signed_out` `routing.unassigned_signed_out` `system_archived` `transcript_requested` `transcript_sent`

agent_added

Content	Generated when
%initiator% added %agent% to the chat	Agent was added to chat via the Add User to Chat request and is not the first agent in that chat.

agent_joined

Content	Generated when
%agent% joined the chat	Agent added themselves to chat via the Add User to Chat request, and is not the first agent in the chat.

agent_left

Content	Generated when
%agent% left the chat	Agent removed themselves from chat via the Remove User from Chat request.

agent_removed

Content	Generated when
%initiator% removed %agent% from the chat	Agent was removed from chat via the Remove User from Chat request.

archived_customer_disconnected

Content	Generated when
%customer% left the chat	Chat ended after customer left the website.

chat_transferred

Content	Generated when
%initiator% transferred the chat to %targets%	Chat was transferred via the Transfer Chat request.

customer_added

Content	Generated when
%initiator% added %customer% to the chat	Customer was added to chat via the Add User to Chat request.

customer_banned

Content	Generated when
Chat archived because customer was banned by %agent% for %duration% day(s)	Chat ended becaus customer was banned via the Ban Customer request.

customer_removed

Content	Generated when
%initiator% removed %customer% from the chat	Customer was removed from chat via the Remove User from Chat request.

customer_updated

Content	Generated when
%initiator% has changed customer's name to %customer_name%	The customer's name was updated by an agent with the Update Customer request when the chat was active.
Customer’s name has been changed to %customer_name%	The same as above, but the change was made by an integration.
%initiator% has changed customer's email to %customer_email%	The customer's email was updated by an agent with Update Customer request when the chat was active.
Customer’s email has been changed to %customer_email%	The same as above, but the change was made by an integration.
%initiator% has changed customer's name and email to %customer_name%, %customers_email%	The customer's name and email were updated by an agent with a single Update Customer request when the chat was active.
Customer’s name and email has been changed to %customer_name%, %customer_email%	The same as above, but the change was made by an integration.

manual_archived_agent

Content	Generated when
%agent% archived the chat	Agent closed chat via the Deactivate Chat request.

manual_archived_customer

Content	Generated when
%customer% archived the chat	Customer closed chat via the Deactivate Chat request.

rating.chat_commented

Content	Generated when
%customer% left the following comment: %comment%	Chat was commented by customer.

rating.chat_rated

Content	Generated when
%customer% rated the chat as %score%	Chat was rated by customer.

rating.chat_rating_canceled

Content	Generated when
%customer% canceled the chat rating	Chat rating was cancelled by customer.

routing.archived_deleted

Content	Generated when
The chat was closed because %agent% account had been deleted	Chat was archived after agent was removed from the license. No other agent could be selected, and queues were disabled.

routing.archived_disconnected

Content	Generated when
The chat was closed because %agent% had lost internet connection	Chat was archived after agent unexpectedly lost connection. No other agent could be selected, and queues were disabled.

routing.archived_inactive

Content	Generated when
Chat archived due to %duration% minutes of inactivity	No new messages were posted for an extended amount of time.

routing.archived_offline

Content	Generated when
Chat archived due to no available agents	No agent could be selected after chat was placed in the queue.

routing.archived_other

Content	Generated when
The chat was closed	Chat was archived after agent was removed from chat for other reasons. No other agent could be selected, and queues were disabled.

routing.archived_remotely_signed_out

Content	Generated when
The chat was closed because %agent% had been remotely signed out	Chat was archived after an agent was logged out. No other agent could be selected and queues were disabled.

routing.archived_signed_out

Content	Generated when
The chat was closed because %agent% had signed out	Chat was archived after agent logged out. No other agent could be selected, and queues were disabled.

routing.assigned_deleted

Content	Generated when
Chat assigned to %agent_added% because %agent_removed% account had been deleted	Chat was assigned to a new agent after the previous one was removed from the license.

routing.assigned_disconnected

Content	Generated when
Chat assigned to %agent_added% because %agent_removed% had lost internet connection	Chat was assigned to a new agent after the previous one unexpectedly lost connection.

routing.assigned_inactive

Content	Generated when
Chat assigned to %agent_added% because %agent_removed% hasn't replied in %duration% minutes	Chat was assigned to a new agent after the previous one failed to response in a timely manner.

routing.assigned_other

Content	Generated when
The chat was closed	Chat was archived after agent was removed from chat for other reasons. No other agent could be selected, and queues were disabled.

routing.assigned_remotely_signed_out

Content	Generated when
Chat assigned to %agent_added% because %agent_removed% had been remotely signed out	Chat was assigned to a new agent after the previous one was logged out.

routing.assigned_signed_out

Content	Generated when
Chat assigned to %agent_added% because %agent_removed% had signed out	Chat was assigned to a new agent after the previous one logged out.

routing.idle

Content	Generated when
Chat is idle due to %duration% minutes of inactivity	No new messages were posted for an extended amount of time.

routing.unassigned_deleted

Content	Generated when
Customer was queued because %agent% account has been deleted	Chat was queued after agent was removed from the license.

routing.unassigned_disconnected

Content	Generated when
Customer was queued because %agent% had lost internet connection	Chat was queued after agent unexpectedly lost connection.

routing.unassigned_other

Content	Generated when
Chat is unassigned	Chat was queued after agent was removed from chat for other reasons.

routing.unassigned_remotely_signed_out

Content	Generated when
Customer was queued because %agent% had been remotely signed out	Chat was queued after agent was logged out.

routing.unassigned_signed_out

Content	Generated when
Customer was queued because %agent% had signed out	Chat was queued after agent logged out.

system_archived

Content	Generated when
Chat archived	License was moved to another lc_serv instance while there were still active chats.

transcript_requested

Content	Generated when
%customer% requested the chat transcript to be sent to %email%	Customer enables transcript.

transcript_sent

Content	Generated when
%customer% sent the chat transcript to %email%	Chat ended with the chat transcript enabled by customer.

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