Status Events
The grey status pills that appear in the middle of a conversation — a reference for what each one means and what triggers it.
Overview
Alongside messages, the chat tab shows status events — small grey pills centered in the thread that record something happening to the conversation rather than something being said in it.
They're the visitor's audit trail. When an agent joins, when the conversation is handed to someone else, when a transcript goes out, the visitor sees it. Nothing important happens to their conversation behind their back.
How They Look
Consecutive events on the same day merge into a single pill, one line each, with a time next to every line. So a handoff doesn't produce a stack of four separate grey blocks — it produces one tidy pill listing what happened, in order.
Event Reference
Agent handoff
| Event | When it appears |
|---|---|
| Agent requested | The visitor asked for a human, from any of the three routes |
| Agent request cancelled | The visitor went back to Vex before an agent picked up |
| <name> joined | An agent joined the conversation |
| Chat transferred to <name> | The conversation was handed to a different agent |
Ratings
| Event | When it appears |
|---|---|
| Rating submitted: … | The visitor picked a score |
| Feedback: … | The visitor left written feedback with their rating |
Visitor details
| Event | When it appears |
|---|---|
| Email updated to <email> | An email address was added or changed |
| Transcript was sent to <email> | The conversation was emailed to the visitor |
Events Versus Recent Events
Don't confuse these with the Recent Events panel in the Inbox. They're different things:
| Status events | Recent events | |
|---|---|---|
| Where | In the conversation thread | In the Inbox sidebar |
| Who sees them | The visitor and your team | Your team only |
| What they track | Things happening to the conversation | What the visitor did on your site |
See Recent Events for the Inbox panel.
Reading a Thread Through Its Events
The events tell the story of a conversation at a glance. A pill reading:
Agent requested · 14:02 Sarah joined · 14:04 Rating submitted: 5 · 14:32
...describes a two-minute pickup, a half-hour conversation, and a happy customer — without reading a single message. When you're scanning your Inbox for what went well or badly, the events are often the fastest read.