Feature Request Summary:
Proactive messages allow to initiate conversations with customers through mobile SDK channels, based on specified conditions. In addition to existing rules it'd be great to add a possibility to initiate conversations with customers based on events in our CRM.
We're a fintech start-up and provide financial services to customers through our app. If there're events in our CRM that a customer's transaction is not completed or even stuck, we'd like to proactively offer support (not waiting for the customer to ask for help).
Business impact of limitation or missing feature:
Zendesk allows to make API calls in bots Understanding answer step types – Zendesk help and which is great, and it's also logical to add similar feature to Proactive messaging (proactive support is a current CX trend according to Zendesk CX Trends 7 customer service trends to follow in 2023 (zendesk.com))
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