Chat trigger fires after chat has ended
I've set a trigger to fire for our Finnish customers, but it seems to fire also after the chat has ended. Which setting is wrong? I want it to fire only to customers in Finland, to customers who have requested a chat, are in queue and have waited 3,5 minutes without an agent joining the chat.
Visitor triggered & visitor served are the settings I tried to use to make sure the clients who've already been served don't get the message.
Thanks in advance,
Jenni
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Hi Jenni,
This definitely seems like odd behavior since the trigger has fired after the Chat session has ended and the visitor has been served. I'm wondering if it's because you have Still on site as the 3rd condition and there's a delay before the next condition is checked. In this case, there's a 210 second delay before the trigger checks to see if the visitor has been served or not.
If you relocate the Visitor served condition to the top of the trigger does that resolve the issue for you? I would think that as long as you have this condition first you wouldn't need the Visitor triggered condition at all.
Let me know!
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Hi Brett,
This unfortunately did not help, what it did was that the trigger was fired after the customer had already received a reply from an agent. Any thoughts?
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Hi Jenni,
Any chance you could provide me with a screenshot of the newly configured trigger so I can take a look for you?
Thanks in advance!
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Hi Brett,
I changed it to this and now it doesn't fire at all:
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Hey Jenni,
It looks like you're using Visitor served > is true. Can you switch this to Visitor served > is false to see if the trigger fires correctly?
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Yup, I noticed that right after posting :D
I changed it and it looks like it's working now, I'll get back if it still fires after the chat but so far so good :)
Thanks for all your help! -
Oh man, it fired after I've replied to a client :( I can't have it on until I know it works for sure. The only thing I changed was the Visitor served > is true to Visitor served > is false.
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Hey Jenni,
I may need to bring this into a ticket for you. Before I do, can you confirm you have Fire only once per visitor enabled for this trigger? Screenshot for you below:
I'm wondering if this trigger keeps checking for those conditions even after you reply. In this case we only want it to fire once.
Let me know!
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I think it works now! I tested it and it only fired when I hadn't been helped, the chat had not started:
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Hi, this still seems to fire even after I've closed down a chat!
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Hi Jenni,
I'm going to bring this into a ticket so our Customer Advocacy team can troubleshoot further.
You'll receive an email shortly stating your ticket has been created. Feel free to reply back to that email with any additional information you can provide.
Thanks!
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