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Chat trigger to tag a chat when a customer has initiated a chat with an agent, but then the customer doesn't respond and remains idle

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Kerry Charlton

Gepostet 25. Mai 2021

We have spoken to Zendesk Support who has confirmed it is not currently possible to create a Chat trigger to tag a chat when a customer has initiated a chat with an agent, but then the customer doesn't respond and remains idle for a specific amount of time, or just idle. We would like to be able to tag these types of chats. Could you please confirm if this functionality will be made available in the future?

Secondly, we understand we may be able to use dropped chats instead - Dropped chats are the number of chats where the conversation with an agent ended with an unanswered message from a visitor. 

However, it doesn't look like dropped chats are tagged with a specific tag could someone please confirm? We can see missed chats are tagged with zopim_missed_chat.

 

 

 

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    Sarah Darmawan

    Zendesk Product Manager

    Hi @...,

    Thanks for taking the time out to share valuable feedback. 

    Wanted to understand more about how we can help you on this - what were you hoping to achieve with that tag?

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