System messages

With System messages, you can notify your agents of the updates that occur for a ticket when there are changes to a ticket's status, assignee, or priority.

Note: You can customize your system messages in Settings > System messages on the Sendbird Dashboard.

Distinguish system messages from notifications

When a client app receives a system message through the onMessageReceived() method of the channel event handler, system messages are distinguished from notifications by a value from the message.customType, and their subtype is specified in the message.data as below:

{
    "message_id" : 40620745,
    "type": "ADMM",
    "custom_type": "SENDBIRD_DESK_ADMIN_MESSAGE_CUSTOM_TYPE",
    "data": "{\"type\": \"SYSTEM_MESSAGE_TICKET_ASSIGNED_BY_SYSTEM\", \"ticket\": <Ticket Object>}",
    "message": "The ticket is automatically assigned to Cindy.",
    ...
}

Note: The transfer property appears only when the message.data property has the value of SYSTEM_MESSAGE_TICKET_TRANSFERRED_BY_AGENT.

Hide system messages

As system messages deliver updates of a ticket, they are intended to be displayed for agents only. To hide system messages from your app, refer to the following code snippet:

function isVisible(message) {
    let data = {};
    try {
        data = message.data ? JSON.parse(message.data) : null;
    } catch (e) {
        throw e;
    }

    message.isSystemMessage = message.customType === 'SENDBIRD_DESK_ADMIN_MESSAGE_CUSTOM_TYPE';
    message.isAssigned = data.type === SendBirdDesk.Message.DataType.TICKET_ASSIGN;
    message.isTransferred = data.type === SendBirdDesk.Message.DataType.TICKET_TRANSFER;
    message.isClosed = data.type === SendBirdDesk.Message.DataType.TICKET_CLOSE;

    return !message.isSystemMessage
        && !message.isAssigned
        && !message.isTransferred
        && !message.isClosed;
}

List of system messages

System messages are designed to indicate the reason of the update. The following table covers the valid values specified in the message.data.type property and their default messages.

Note: Default messages can be edited in Settings > System messages on your dashboard.

List of message.data.type and default messages

message.data.type	Default message
`SYSTEM_MESSAGE_TICKET_ACTIVE_TO_IDLE_BY_AGENT`	The ticket status is changed from `Active` to `Idle` by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_ACTIVE_TO_IDLE_BY_SYSTEM`	The ticket status is automatically changed from `Active` to `Idle`.
`SYSTEM_MESSAGE_TICKET_ASSIGNED_BY_AGENT`	The ticket is assigned to {to_agent_name} by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_ASSIGNED_BY_SYSTEM`	The ticket is assigned to {agent.display_name} by the system.
`SYSTEM_MESSAGE_TICKET_CLOSED_BY_AGENT`	The ticket is closed by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_CLOSED_BY_CUSTOMER`	The ticket is closed by the customer.
`SYSTEM_MESSAGE_TICKET_CLOSED_BY_PLATFORM_API`	The ticket is closed by the Platform API.
`SYSTEM_MESSAGE_TICKET_CLOSED_BY_SYSTEM`	The ticket is automatically closed.
`SYSTEM_MESSAGE_TICKET_GROUP_ASSIGNED_BY_AGENT`	The ticket is assigned to the {to_team_name} team by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_GROUP_TRANSFERRED_BY_AGENT`	The ticket is transferred from {from_team_name} to the {to_team_name} team by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_GROUP_TRANSFERRED_BY_PLATFORM_API`	The ticket is transferred from {from_team_name} to the {to_team_name} team through a Platform API request.
`SYSTEM_MESSAGE_TICKET_GROUP_TRANSFERRED_BY_CUSTOMER`	The ticket is transferred from {from_team_name} to the {to_team_name} team by a customer.
`SYSTEM_MESSAGE_TICKET_GROUP_TRANSFERRED_BY_SYSTEM`	The ticket is automatically transferred from {from_team_name} to the {to_team_name} team.
`SYSTEM_MESSAGE_TICKET_GROUP_UNASSIGNED_BY_AGENT`	The ticket is set to be independent from the {from_team_name} team by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_IDLE_TO_ACTIVE_BY_AGENT`	The ticket status is changed from `Idle` to `Active` by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_IDLE_TO_ACTIVE_BY_CUSTOMER`	The ticket status is changed from `Idle` to `Active` by the customer.
`SYSTEM_MESSAGE_TICKET_IDLE_TO_ACTIVE_BY_SYSTEM`	The ticket status is automatically changed from `Idle` to `Active`.
`SYSTEM_MESSAGE_TICKET_PRIORITY_VALUE_UPDATED_BY_AGENT`	The priority of the ticket is changed to {priority} by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_PRIORITY_VALUE_UPDATED_BY_CUSTOMER`	The priority of the ticket is changed to {priority} by the customer.
`SYSTEM_MESSAGE_TICKET_PRIORITY_VALUE_UPDATED_BY_PLATFORM_API`	The priority of the ticket is changed to {priority} by the Platform API.
`SYSTEM_MESSAGE_TICKET_REOPENED_BY_AGENT`	The ticket is reopened by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_REOPENED_BY_CUSTOMER`	The ticket is reopened by the customer.
`SYSTEM_MESSAGE_TICKET_TRANSFERRED_BY_AGENT`	The ticket is transferred from {from_agent_name} to {to_agent_name} by {by_agent_name}. Reasons for transfer: "{memo}."
`SYSTEM_MESSAGE_TICKET_WIP_BY_AGENT`	The ticket status is changed to `In progress` by {by_agent_name}.
`SYSTEM_MESSAGE_TICKET_WIP_TO_UNASSIGNED_BY_SYSTEM`	The ticket status is automatically changed from `In progress` to `Pending`.

Sample app