Overview

This page provides information about the default activities that are tracked in Ortto when contacts and agents interact through Ortto's support inbox, Talk. Activities are recorded at each stage of a conversation's lifecycle and can be used to trigger journeys, filter audiences, and report on support performance.

Talk system activities

Conversation tagged, Conversation untagged

These activities are recorded when a tag is applied to or removed from a conversation by an agent.

Attribute	Field type	Description	Merge tag
Tagged by / Untagged by	Text	The name of the agent who applied or removed the tag.	`{{ activity.conversation-tagged.tagged-by }}` / `{{ activity.conversation-untagged.untagged-by }}`
ID	ID	The ID for the conversation.	`{{ activity.conversation-tagged.id }}` / `{{ activity.conversation-untagged.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-tagged.conversation-number }}` / `{{ activity.conversation-untagged.conversation-number }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-tagged.subject }}` / `{{ activity.conversation-untagged.subject }}`
Tag IDs	ID	The IDs of the tags applied to or removed from the conversation.	`{{ activity.conversation-tagged.tag-ids }}` / `{{ activity.conversation-untagged.tag-ids }}`
Tags	Text list	The names of the tags applied to or removed from the conversation.	`{{ activity.conversation-tagged.tags }}` / `{{ activity.conversation-untagged.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-tagged.source }}` / `{{ activity.conversation-untagged.source }}`
Team	Text	The name of the team the conversation was assigned to.	`{{ activity.conversation-tagged.team }}` / `{{ activity.conversation-untagged.team }}`
Assignee	Text	The name of the agent the conversation was assigned to.	`{{ activity.conversation-tagged.assignee }}` / `{{ activity.conversation-untagged.assignee }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-tagged.channel }}` / `{{ activity.conversation-untagged.channel }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-tagged.country }}` / `{{ activity.conversation-untagged.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-tagged.region }}` / `{{ activity.conversation-untagged.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-tagged.city }}` / `{{ activity.conversation-untagged.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-tagged.timezone }}` / `{{ activity.conversation-untagged.timezone }}`

Conversation opened, Conversation reopened

These activities are recorded when a new conversation is started by a contact, or when a previously closed conversation is reopened by an agent or contact.

Attribute	Field type	Description	Merge tag
Reopened by agent	Text	The name of the agent who reopened the conversation. Only present on the Conversation reopened activity.	`{{ activity.conversation-reopened.reopened-by-agent }}`
ID	ID	The ID for the conversation.	`{{ activity.conversation-opened.id }}` / `{{ activity.conversation-reopened.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-opened.conversation-number }}` / `{{ activity.conversation-reopened.conversation-number }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-opened.subject }}` / `{{ activity.conversation-reopened.subject }}`
Tag IDs	ID	The IDs of any tags applied to the conversation.	`{{ activity.conversation-opened.tag-ids }}` / `{{ activity.conversation-reopened.tag-ids }}`
Tags	Text list	The names of any tags applied to the conversation.	`{{ activity.conversation-opened.tags }}` / `{{ activity.conversation-reopened.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-opened.source }}` / `{{ activity.conversation-reopened.source }}`
Secure	Boolean	Whether the conversation was initiated over a secure connection. Only present on the Conversation opened activity.	`{{ activity.conversation-opened.secure }}`
Widget name	Text	The name of the chat widget used to start the conversation.	`{{ activity.conversation-opened.widget-name }}` / `{{ activity.conversation-reopened.widget-name }}`
Team	Text	The name of the team the conversation was assigned to.	`{{ activity.conversation-opened.team }}` / `{{ activity.conversation-reopened.team }}`
Assignee	Text	The name of the agent the conversation was assigned to.	`{{ activity.conversation-opened.assignee }}` / `{{ activity.conversation-reopened.assignee }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-opened.channel }}` / `{{ activity.conversation-reopened.channel }}`
Inbox email	Email	The inbox email address associated with the conversation.	`{{ activity.conversation-opened.inbox-email }}` / `{{ activity.conversation-reopened.inbox-email }}`
Message	Text	The initial message sent by the contact.	`{{ activity.conversation-opened.message }}` / `{{ activity.conversation-reopened.message }}`
Start page	URL	The URL of the page the contact was on when the conversation began.	`{{ activity.conversation-opened.start-page }}` / `{{ activity.conversation-reopened.start-page }}`
Opened at	Time and date	The time at which the conversation was opened. Only present on the Conversation reopened activity.	`{{ activity.conversation-reopened.opened-at }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-opened.country }}` / `{{ activity.conversation-reopened.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-opened.region }}` / `{{ activity.conversation-reopened.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-opened.city }}` / `{{ activity.conversation-reopened.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-opened.timezone }}` / `{{ activity.conversation-reopened.timezone }}`

Conversation assigned

This activity is recorded when a conversation is assigned to an agent or team.

Attribute	Field type	Description	Merge tag
Assigned by	Text	The name of the agent who performed the assignment.	`{{ activity.conversation-assigned.assigned-by }}`
ID	ID	The ID for the conversation.	`{{ activity.conversation-assigned.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-assigned.conversation-number }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-assigned.subject }}`
Tag IDs	ID	The IDs of any tags applied to the conversation.	`{{ activity.conversation-assigned.tag-ids }}`
Tags	Text list	The names of any tags applied to the conversation.	`{{ activity.conversation-assigned.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-assigned.source }}`
Team	Text	The name of the team the conversation is assigned to.	`{{ activity.conversation-assigned.team }}`
Assignee	Text	The name of the agent the conversation is assigned to.	`{{ activity.conversation-assigned.assignee }}`
First response at	Time and date	The time at which the first response was sent in the conversation.	`{{ activity.conversation-assigned.first-response-at }}`
First response time in minutes	Integer	The time elapsed from conversation open to first response, in minutes.	`{{ activity.conversation-assigned.first-response-time-in-minutes }}`
First response time in minutes during office hours	Integer	The first response time in minutes, counting only office hours.	`{{ activity.conversation-assigned.first-response-time-in-minutes-during-office-hours }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-assigned.channel }}`
Opened at	Time and date	The time at which the conversation was opened.	`{{ activity.conversation-assigned.opened-at }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-assigned.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-assigned.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-assigned.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-assigned.timezone }}`

Conversation snoozed

This activity is recorded when an agent snoozes a conversation to follow up at a later time.

Attribute	Field type	Description	Merge tag
Snoozed by	Text	The name of the agent who snoozed the conversation.	`{{ activity.conversation-snoozed.snoozed-by }}`
Snoozed until	Time and date	The date and time at which the conversation is scheduled to reactivate.	`{{ activity.conversation-snoozed.snoozed-until }}`
ID	ID	The ID for the conversation.	`{{ activity.conversation-snoozed.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-snoozed.conversation-number }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-snoozed.subject }}`
Tag IDs	ID	The IDs of any tags applied to the conversation.	`{{ activity.conversation-snoozed.tag-ids }}`
Tags	Text list	The names of any tags applied to the conversation.	`{{ activity.conversation-snoozed.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-snoozed.source }}`
Team	Text	The name of the team the conversation was assigned to.	`{{ activity.conversation-snoozed.team }}`
Assignee	Text	The name of the agent the conversation was assigned to.	`{{ activity.conversation-snoozed.assignee }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-snoozed.channel }}`
Opened at	Time and date	The time at which the conversation was opened.	`{{ activity.conversation-snoozed.opened-at }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-snoozed.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-snoozed.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-snoozed.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-snoozed.timezone }}`

Conversation updated

This activity is recorded when a reply is sent or an update is made to a conversation.

Attribute	Field type	Description	Merge tag
ID	ID	The ID for the conversation.	`{{ activity.conversation-updated.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-updated.conversation-number }}`
Replying agent	Text	The name of the agent who sent the reply or update.	`{{ activity.conversation-updated.replying-agent }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-updated.subject }}`
Tag IDs	ID	The IDs of any tags applied to the conversation.	`{{ activity.conversation-updated.tag-ids }}`
Tags	Text list	The names of any tags applied to the conversation.	`{{ activity.conversation-updated.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-updated.source }}`
Team	Text	The name of the team the conversation was assigned to.	`{{ activity.conversation-updated.team }}`
Assignee	Text	The name of the agent the conversation was assigned to.	`{{ activity.conversation-updated.assignee }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-updated.channel }}`
Opened at	Time and date	The time at which the conversation was opened.	`{{ activity.conversation-updated.opened-at }}`
Number of replies	Integer	The number of replies sent in this update.	`{{ activity.conversation-updated.number-of-replies }}`
Total number of replies	Integer	The cumulative total number of replies across the entire conversation.	`{{ activity.conversation-updated.total-number-of-replies }}`
Total number of exchanges	Integer	The cumulative total number of back-and-forth exchanges across the entire conversation.	`{{ activity.conversation-updated.total-number-of-exchanges }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-updated.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-updated.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-updated.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-updated.timezone }}`

Conversation closed

This activity is recorded when a conversation is closed by an agent.

Attribute	Field type	Description	Merge tag
Closed by	Text	The name of the agent who closed the conversation.	`{{ activity.conversation-closed.closed-by }}`
ID	ID	The ID for the conversation.	`{{ activity.conversation-closed.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-closed.conversation-number }}`
Start page	URL	The URL of the page the contact was on when the conversation began.	`{{ activity.conversation-closed.start-page }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-closed.subject }}`
Tag IDs	ID	The IDs of any tags applied to the conversation.	`{{ activity.conversation-closed.tag-ids }}`
Tags	Text list	The names of any tags applied to the conversation.	`{{ activity.conversation-closed.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-closed.source }}`
Team	Text	The name of the team the conversation was assigned to.	`{{ activity.conversation-closed.team }}`
Assignee	Text	The name of the agent the conversation was assigned to.	`{{ activity.conversation-closed.assignee }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-closed.channel }}`
First response at	Time and date	The time at which the first response was sent.	`{{ activity.conversation-closed.first-response-at }}`
First response time in minutes	Integer	The time elapsed from conversation open to first response, in minutes.	`{{ activity.conversation-closed.first-response-time-in-minutes }}`
First response time in minutes during office hours	Integer	The first response time in minutes, counting only office hours.	`{{ activity.conversation-closed.first-response-time-in-minutes-during-office-hours }}`
Conversation time in minutes	Integer	The total duration of the conversation, in minutes.	`{{ activity.conversation-closed.conversation-time-in-minutes }}`
Conversation time in minutes during office hours	Integer	The total conversation duration counting only office hours.	`{{ activity.conversation-closed.conversation-time-in-minutes-during-office-hours }}`
Number of replies	Integer	The number of replies sent during the conversation.	`{{ activity.conversation-closed.number-of-replies }}`
Number of exchanges	Integer	The number of back-and-forth exchanges in the conversation.	`{{ activity.conversation-closed.number-of-exchanges }}`
Voice call	Boolean	Whether the conversation included a voice call.	`{{ activity.conversation-closed.voice-call }}`
Agent screen share	Boolean	Whether the agent shared their screen during the conversation.	`{{ activity.conversation-closed.agent-screen-share }}`
User screen share	Boolean	Whether the contact shared their screen during the conversation.	`{{ activity.conversation-closed.user-screen-share }}`
Voice call length in minutes	Integer	The duration of the voice call, in minutes.	`{{ activity.conversation-closed.voice-call-length-in-minutes }}`
Screen share length in minutes	Integer	The duration of the screen share session, in minutes.	`{{ activity.conversation-closed.screen-share-length-in-minutes }}`
Opened at	Time and date	The time at which the conversation was opened.	`{{ activity.conversation-closed.opened-at }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-closed.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-closed.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-closed.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-closed.timezone }`

Conversation rated

This activity is recorded when a contact submits a satisfaction rating after a conversation is closed.

Attribute	Field type	Description	Merge tag
Rating	Integer	The numerical satisfaction rating submitted by the contact.	`{{ activity.conversation-rated.rating }}`
Rating comment	Text	Any written comment submitted alongside the rating.	`{{ activity.conversation-rated.rating-comment }}`
Closed by	Text	The name of the agent who closed the conversation.	`{{ activity.conversation-rated.closed-by }}`
ID	ID	The ID for the conversation.	`{{ activity.conversation-rated.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-rated.conversation-number }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-rated.subject }}`
Tag IDs	ID	The IDs of any tags applied to the conversation.	`{{ activity.conversation-rated.tag-ids }}`
Tags	Text list	The names of any tags applied to the conversation.	`{{ activity.conversation-rated.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-rated.source }}`
Team	Text	The name of the team the conversation was assigned to.	`{{ activity.conversation-rated.team }}`
Assignee	Text	The name of the agent the conversation was assigned to.	`{{ activity.conversation-rated.assignee }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-rated.channel }}`
First response at	Time and date	The time at which the first response was sent.	`{{ activity.conversation-rated.first-response-at }}`
First response time in minutes	Integer	The time elapsed from conversation open to first response, in minutes.	`{{ activity.conversation-rated.first-response-time-in-minutes }}`
First response time in minutes during office hours	Integer	The first response time in minutes, counting only office hours.	`{{ activity.conversation-rated.first-response-time-in-minutes-during-office-hours }}`
Conversation time in minutes during office hours	Integer	The total conversation duration counting only office hours.	`{{ activity.conversation-rated.conversation-time-in-minutes-during-office-hours }}`
Conversation time in minutes	Integer	The total duration of the conversation, in minutes.	`{{ activity.conversation-rated.conversation-time-in-minutes }}`
Number of replies	Integer	The number of replies sent during the conversation.	`{{ activity.conversation-rated.number-of-replies }}`
Number of exchanges	Integer	The number of back-and-forth exchanges in the conversation.	`{{ activity.conversation-rated.number-of-exchanges }}`
Voice call	Boolean	Whether the conversation included a voice call.	`{{ activity.conversation-rated.voice-call }}`
Agent screen share	Boolean	Whether the agent shared their screen during the conversation.	`{{ activity.conversation-rated.agent-screen-share }}`
User screen share	Boolean	Whether the contact shared their screen during the conversation.	`{{ activity.conversation-rated.user-screen-share }}`
Voice call length in minutes	Integer	The duration of the voice call, in minutes.	`{{ activity.conversation-rated.voice-call-length-in-minutes }}`
Screen share length in minutes	Integer	The duration of the screen share session, in minutes.	`{{ activity.conversation-rated.screen-share-length-in-minutes }}`
Opened at	Time and date	The time at which the conversation was opened.	`{{ activity.conversation-rated.opened-at }}`
Closed at	Time and date	The time at which the conversation was closed.	`{{ activity.conversation-rated.closed-at }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-rated.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-rated.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-rated.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-rated.timezone }}`

Conversation marked as spam

This activity is recorded when a conversation is marked as spam by an agent.

Attribute	Field type	Description	Merge tag
Marked by	Text	The name of the agent who marked the conversation as spam.	`{{ activity.conversation-marked-as-spam.marked-by }}`
Opened at	Time and date	The time at which the conversation was opened.	`{{ activity.conversation-marked-as-spam.opened-at }}`
ID	ID	The ID for the conversation.	`{{ activity.conversation-marked-as-spam.id }}`
Conversation number	Integer	The sequential number assigned to the conversation.	`{{ activity.conversation-marked-as-spam.conversation-number }}`
Team	Text	The name of the team the conversation was assigned to.	`{{ activity.conversation-marked-as-spam.team }}`
Assignee	Text	The name of the agent the conversation was assigned to.	`{{ activity.conversation-marked-as-spam.assignee }}`
Subject	Text	The subject line of the conversation.	`{{ activity.conversation-marked-as-spam.subject }}`
Tag IDs	ID	The IDs of any tags applied to the conversation.	`{{ activity.conversation-marked-as-spam.tag-ids }}`
Tags	Text list	The names of any tags applied to the conversation.	`{{ activity.conversation-marked-as-spam.tags }}`
Source	Text	The source through which the conversation was initiated.	`{{ activity.conversation-marked-as-spam.source }}`
Channel	Text	The channel through which the conversation was received.	`{{ activity.conversation-marked-as-spam.channel }}`
Country	Geo	The country of the contact associated with the conversation.	`{{ activity.conversation-marked-as-spam.country }}`
Region	Geo	The region of the contact associated with the conversation.	`{{ activity.conversation-marked-as-spam.region }}`
City	Geo	The city of the contact associated with the conversation.	`{{ activity.conversation-marked-as-spam.city }}`
Timezone	Single select	The timezone of the contact associated with the conversation.	`{{ activity.conversation-marked-as-spam.timezone }}`

Using Talk activity merge tags for alerts

Talk activity merge tags can be used to build real-time internal alerts that route key conversation details directly to your team - via Slack or notification email - as contacts move through a journey.

Slack alerts

You can send automated Slack messages to a channel of your choice whenever a Talk activity occurs, using merge tags to populate conversation details dynamically.

Prerequisites:

Ensure Slack is connected as a data source in your Ortto account before setting up this action.

Set up a Slack alert using Talk activity merge tags:

Navigate to Marketing > Campaigns and open your journey.
Select + > Action > Send Slack message.
Select the Slack channel you want to send the alert to.
Compose your message using Talk activity merge tags to include relevant conversation details.
Select Create.

EX: A journey triggered by the Conversation opened occurs activity could send the following alert to an #internal-support channel:


 🆕 *New conversation:* #{{ activity.conversation-opened.conversation-number }}
*From:* {{ person.first-name }} {{ person.last-name }}
*Channel:* {{ activity.conversation-opened.channel }}
*Message:* {{ activity.conversation-opened.message }}
*Conversation:* <https://ortto.app/instance/talk/100000000000000000000001/open/newest/{{ activity.conversation-opened.conversation-number }}/contact|View Conversation>

Note: Replace instance in the View URL with your account's instance name.

Configuring a Slack message notification for incoming Talk conversations.

Formatting tips:

Use *your text* for bold and _your text_ for italic text.
To create a hyperlink with custom display text, use the format <URL|link text>. This works with merge tags too, for example: <https://ortto.app/instance/talk/100000000000000000000001/open/newest/{{ activity.conversation-opened.conversation-number }}/contact|View conversation>.
To mention a team member, copy their member ID from their Slack profile and insert it as <@MEMBERID>.
Add a blank line at the end of your message to push the auto-generated View contact link to a new line.

Learn more about sending messages to Slack and formatting a Slack message.

Notification email alerts

The notification email action lets you send an internal email to users within your Ortto account or connected domain whenever a Talk activity occurs. This is useful for alerting specific team members about conversation events such as a new assignment, a low satisfaction rating, or a reopened conversation.

Set up a notification email using Talk activity merge tags:

Navigate to Marketing > Campaigns and open your journey.
Select + > Action > Notification email.
Enter the recipient email address(es) for the internal alert.
Compose your subject line and message body using Talk activity merge tags.
Select Create.

EX: A journey triggered by the Conversation rated occurs activity with a low rating could send the following alert:


 Subject: ⚠️ Low satisfaction rating on conversation #{{ activity.conversation-rated.conversation-number }}

A conversation has received a low satisfaction rating & may need follow-up.

Conversation: #{{ activity.conversation-rated.conversation-number }}
Assigned to: {{ activity.conversation-rated.assignee }}
Team: {{ activity.conversation-rated.team }}
Rating: {{ activity.conversation-rated.rating }}
Comment: {{ activity.conversation-rated.rating-comment }}

Configuring a internal Email notification for a low rated Talk conversation.

Important considerations:

A notification is sent each time a contact passes through the shape. Notifications are not consolidated across multiple contacts by default.
To group multiple notifications into a single scheduled email, enable the Batch notifications option and choose an hourly, daily, or weekly delivery schedule.
This action has a rate limit of 100 actions per minute and is not suited for high-volume sending in short timeframes.
The From Name will always appear as Ortto, and the From address will follow the format: [Ortto account name]@[defaultdomain].

Learn more about notification emails.

Talk activities and attributes